SOHO AND SMB CALL QUEUES

Switchvox make it easy for every employee or just a handful to be able to answer incoming phone calls, whether they come in on the sales line, the main number, or whether else you can dream up. It’s this flexibility that translates to better, more professional service for your customers.

Using call queues doesn’t need to mean that your callers feel like they are receiving impersonal treatment and waiting in line. Switchvox is easily configured to simply sound like the phone is ringing while your caller waits for their call to be answered.

Feature Highlights:

• Ring all phones in a group
• Ring phone in the group one at a time
• Support for remote group members
• Custom music on hold for every queue
• Unlimited queues
• Play messaging/advertising while callers wait
• Queue timeout so callers can’t get “stuck”
• Notification of the type of call being answered
• Easy to set up and manage
• Call record, monitor, whisper & barge *
• Switchvox shows real time queue status *
• Detailed queue reporting & graphs *
• Support for permanent and login queue members *

FAQ - CALL QUEUES?

What is a call queue?

Queues go by many names, Automatic Call Distribution (ACD) groups and hunt groups, among them. Essentially a call queue is a group of extensions which ring when a call is received. The call queue makes it possible for a group of people(e.g. Tech Support) to receive specific types of calls from that call queue. The phone in the queue might ring all at once, ring in order one at a time, or ring in a random order. The phones that ring in the queue, and the order in which they ring, depends on the queue setup.

I want a bunch of phone in my office to ring when calls come in to our main number. How do I do this?

You add that bunch of phones to call queue and set the ringing strategy to “Ring All”. The call queue gives you the ability to easily direct inbound calls to your main number to the members of the queue defined in your Switchvox.

Can I include my remote employees in New York in my sales queue?

Yes! Switchvox doesn’t care if you’re in the main office or on the other side of the world. Switchvox can route call to you, including calls from a queue, no matter where you are at the time.

Can I have more than one queue in my Switchvox systems?

Yes, you can have unlimited number of call queues.

I need some very advanced queue reports to see how calls flow through our system. Which Switchvox is right for me?

Switchvox SMB has very advanced logging and call reporting, including queue calls. You will be able to see tables of data as well as charts of statistical data. You can even export the data to Excel format for further manipulation and insight into your business’ calls.

I need to see real time queue data, including which calls are waiting in the queue, know long they’ve been waiting, who queue agents are on the phone with, and how long they’ve been on the phone. Which Switchvox system is right for me?

Switchvox SMB includes the Switchboard real-time call control panel that can be configured especially for queue management. The Switchboard provides an up to the second look at call queues, including all of the data listed above and more.

Can I play music on hold or commercials to callers while they wait in the queue?

Yes! Every queue in your Switchvox system can have its own playlist. Your sales queue can play a special selection of music and advertise the day’s special deals.