Cloud Phone Systems
Call Queues: Types and Settings
Call queues – also called ACD, automatic call distribution – keep callers waiting in order when every agent is busy, instead of a busy signal or voicemail. Vulcan Telecom's hosted phone system offers five queue types and settings for wait times, callbacks and overflow.
Why queue callers at all?
When more people call than you have agents free, something has to happen to the extra callers. A busy signal or voicemail with no explanation loses them. A queue keeps them in line, plays music or messages while they wait and connects them to the next free agent – with options to leave a voicemail or request a callback if the wait gets long.
Five queue types
- Round-robin (longest idle) – the call goes to the available agent who has been idle the longest. Spreads calls evenly across the team.
- Ring all – every available agent rings at once and the first one to answer gets the call. Fast, good for small teams.
- Linear hunt – agents ring one by one in a fixed order. Useful when a senior person should take calls first.
- Linear cascade – groups of agents ring in a fixed order; if the first group doesn't answer, the next group joins.
- Call park – holds the caller until an agent picks the call up. Not used for automatic distribution.
Before the caller enters the queue
- Require agents – only queue callers if at least one agent is logged in.
- Greeting – play a message in full before trying agents, or ringback instead of music.
- Maximum wait and maximum callers – stop adding callers when the expected wait or the line gets too long.
- Callbacks – offer to call the person back instead of making them wait.
- Forward if unavailable – where callers go when the queue can't take them.
While the caller waits
A queue ring timeout sets how long the queue tries agents; after that, the call can forward to another number or go to the queue's voicemail. Callers can press * to leave the queue: 2 leaves a voicemail for the queue owner and 3 requests a callback – their place in line is kept and the system calls them back when an agent is free. The * escape works while the caller is holding, not once the call is being sent to an agent.
Rules worth knowing
- Only Office Manager / Call Center Supervisor users (or higher) can create and edit queues; agents are added after the queue exists.
- Agents can be in the office or remote. Only logged-in agents with a registered phone receive calls; their status shows grey (offline), green (online) or red (on a call).
- An agent in several queues can prefer one over another.
- Each device of a user must be added as an agent separately to ring.
- Calls in a queue can be recorded and counted in the statistics – both are switched on per queue.
Queues are part of the Premium plan. We design the queues with you and set them up – you don't need to learn the portal to get started.
Call Queues
Queue settings
Five queue types
Round-robin, ring all, linear hunt, cascade and park.
Wait limits
Maximum wait time and maximum callers.
Callbacks
Keep the caller's place and call them back.
Overflow & voicemail
Forward or take a message when no one answers.
Recording & statistics
Switched on per queue.
Remote agents
Agents in the office, at home or on the app.
How it works
From the first call to a documented network
- 01
Map your calls
Which calls come in, who should answer them and what happens when no one can.
- 02
Choose queue types
Round-robin for even load, ring all for speed, linear hunt or cascade for priorities.
- 03
Set limits & options
Greeting, wait limits, callbacks, overflow and voicemail.
- 04
Add agents
Agents, their devices and priorities between queues.
- 05
Train supervisors
Logins, statistics and reports – then fine-tune after a week.
“My company has worked with Vulcan Telecom for years. Keith and Joseph and everyone at Vulcan have always been prompt to respond to all of our questions and crazy situations.”
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“We have used Vulcan for years for our dermatology practice. They are excellent. Always respond asap . Very easy to work with and great customer service !!”
FAQ
Call Queues questions
Which queue type should we use?
Round-robin spreads calls evenly, ring all is fastest for small teams, and linear hunt or cascade put certain people first. We help you choose.
Can callers ask for a callback instead of waiting?
Yes. With callbacks on, a caller presses * and then 3; their place is kept and the system calls them back.
Can agents work from home?
Yes. Queues include agents in the office and remote agents, as long as their phone or app is registered.
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