Call Queueing

What Is Call Queueing?

Call queueing is a telephone system feature that enables businesses to manage high call volumes in an efficient manner. When all of the lines in a call center are busy, calls are placed into a holding pattern and customers wait in the queue until the next available agent can assist them.

What Are the Benefits of Call Queueing?

There are many benefits to placing incoming customer calls in a queue when all of the lines are busy. The biggest benefit is that the customer will not be turned away when all lines are busy, meaning their customer service satisfaction will remain unaffected despite having to wait in a queue for a few minutes.

On the flip side, call queues allow businesses to manage large volumes of incoming calls much more effectively without putting on extra pressure on their customer service agents.

How Does Call Queueing Work?

Call queueing systems work by holding incoming calls in a virtual waiting room until an agent is available to take the call. The caller’s position in the queue is based on the time they called and the system will give them an estimated hold time so they know how long they will be waiting.

While customers are waiting in the queue, they can choose to hold or leave a message. If they choose to hold, they will hear on-hold music or marketing messages until an agent is available.

Is Call Queueing Hard to Set Up?

No, call queueing is not hard to set up. In fact, most business phone systems come with this feature built-in. However, if your phone system does not have call queueing, there are many third-party apps that can provide this functionality.

Table of Contents
Related Terms

API-Drive Call

Find out what API-Drive Call is, what the benefits of this tool are, how it works, and whether there is a limit to the number of calls you can make.

Read More

Multichannel Call Center

Discover what a multichannel call center is, if it’s an effective solution for a call center, as well as the benefits and the drawbacks of running one.

Read More

Number Masking

Learn more about number masking and find out what it is, how it works, why it’s used, and any potential drawbacks if your business decides to use number masking.

Read More
Ultatel logo

Request Your Quote

“Ultatel’s level of expertise and support made this project 100% seamless, and they continue to provide outstanding service to our organization, all of us at TLC could not be happier! Thanks Ultatel for helping us stay productive!”​
The Land Conservancy of New Jersey​

Robert J Santee​
IT/Project Manager
The Land Conservancy of New Jersey​

#1 Rated in Business Phone System Overall Value and Customer Support

We’re honored to be ranked #1 in Overall Value and Customer Support by the buyer communities on Capterra and GetApp.

ULTATEL is the only provider that achieved a perfect 100 score on Customer Support from the buyer communities on Capterra and GettApp.

Capterra is the world’s leading business software reviews and selection platform; GetApp advise tech-savvy business professionals to help them find the software and apps that best meet their needs.
Capterra Report

#1 Rated in Contact Center Overall Value and Customer Support

We’re honored to be Ranked #1 in Overall Value and Customer Support by the buyer community on Software Advice. ULTATEL is the only provider that achieved a perfect 100 score on Customer Support from the buyer community on Software Advice. Software Advice has helped over 800,000 businesses select software with live, one-on-one tailored support with software and industry experts.
Ultatel logo

Partner Request

“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Ultatel logo

Talk to an Expert​

“We have being using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It save a lot of time when you on on the road. Also, the after hours messaging is more professional. We we need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”

Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Ultatel logo

Request Your Demo

“We have been using Ultatel for a little over a year now. The phone service and system have allowed us to increase our overall productivity by direct calls to the right person up front. Also voice mail message go directly to our email inbox. It saves a lot of time when you on the road. Also, the afterhours messaging is more professional. We need to make changes to our directory or add more phone extension the Customer Service Team is very responsive. I recommend Ultatel all the time.”
Palumbo Insurance Associates

Tony Palumbo
President, Palumbo Insurance Associates

Ultatel logo

Start Your New Free Trial

“Our company, La Finestra LC, just switched to ULTATEL, ​
the entire experience was great, the transition was seamless.
They have a great knowledgeable team. Thank you.”​ ​
La Finestra LC

Gabriela Lecaro
Controller, La Finestra LC