Call queuing
When every line is busy, callers wait in order instead of hearing an engaged tone. They hear their position, useful messages and the option to request a callback.
Queues smooth out busy periods. Calls are offered to available staff in the order they arrived, using the rules you choose: longest idle, round robin, ring all or skills based. If a caller waits too long, the call can overflow to another team, an answering service or voicemail.
Supervisors see queues live on a wallboard and historic reports show average wait, abandoned calls and service levels, so you can plan staffing with real numbers.
What is included
Position announcements
Tell callers where they are in the queue and roughly how long they will wait.
Callback in queue
Callers keep their place and get a call back when an agent is free.
Overflow rules
Move calls on after a set wait or queue length.
Distribution strategies
Round robin, longest idle, ring all or skills based.
Wallboards
Live view of calls waiting, agents free and service level.
Queue reports
Wait times, abandonment rates and answered-within targets.
How we set it up
Set targets
How quickly should calls be answered?
Design the queue
Messages, distribution and overflow.
Go live and monitor on the wallboard.
Use reports to adjust staffing.
Who it suits
- Customer service lines
- Booking and reservations teams
- Seasonal peaks
- IT and HR helpdesks
Guide price
From£9per user / month
Excludes VAT. Your quote depends on users, numbers and call volumes.
Call queuing across the UK
We deliver call queuing to businesses throughout England, Scotland, Wales and Northern Ireland. Popular locations include:
Questions we get asked
Something else on your mind? Call 020 7112 8558 or send us a message and a telecoms specialist will reply.
Can callers leave the queue and keep their place?
Yes, with callback in queue they can hang up and we call them back when an agent is free.
What music plays in the queue?
You can use licence-free music, your own licensed audio, or messages about your services.
Get a quote for call queuing
Tell us how your business takes calls today and we will recommend a setup, with a clear monthly price. Most quotes are ready the same day.
- UK-based support team
- Free setup and number porting on most plans
- Monthly rolling options available
- No obligation quote
Prefer to talk? Call 020 7112 8558, Monday to Friday, 9am to 5.30pm.