Call queues that keep callers in line and share the load fairly across your team
When everyone is busy, callers wait kindly in line and reach whoever is free and best suited. No busy signals, and no one person taking every call.
- No busy signals
- Fair sharing
- Your own hold music
- +1 (650) 555 021100:00
- +1 (718) 555 024800:00
- +1 (212) 555 028500:00
- +1 (303) 555 032200:00
- +1 (415) 555 035900:00
- MMayaOn a call, 2s left
- OOmarOn a call, 3s left
- PPriyaFree
Follow one call through the queue
From the first ring to a real conversation, in four stops.
Share the load, so nobody burns out
Without a queue, calls pile up on whoever answers fastest. With one, they go to whoever is free. Send some calls and watch. This is a simulation.
Waiting does not have to feel like waiting
Callers in the queue hear your own music and your own messages, so they know they are in the right place and that someone is on the way.
“Thanks for holding. Someone will be with you shortly.”
- Your music
- Your messages
- Your brand
The messages above are examples. You write your own.
Callers reach the people who can actually help
Set up a queue for each team. Pick what a caller needs and see where the call ends up.
Four tips for call queues callers will not mind
A queue works best when waiting is short, kind and has a way out.
- 1
Write a kind hold message
Tell callers they are in the right place and that someone is coming.
- 2
Keep each queue focused
One queue per team means callers reach people who can help them.
- 3
Give callers a way out
Offer voicemail or the AI receptionist so a long wait never ends in a hang-up.
- 4
Check who is in each queue
Add and remove people as your team changes so calls always find someone.
Which routing options you can choose depends on your plan. Ask your MCM account team what applies to you.
Call queues FAQs
What is a call queue?expand_more
A call queue holds callers in line when everyone is busy and passes each call to the next person who is free. Nobody gets a busy signal, and your team takes calls one at a time instead of all at once.
What do callers hear while they wait?expand_more
Whatever you choose. You can play your own music and messages, so waiting callers are kept informed and entertained instead of sitting in silence.
How are calls shared across the team?expand_more
Calls go to whoever is free and best suited, so the load is shared fairly rather than landing on one person. Which routing options you can choose depends on your plan, so ask your MCM account team.
Can I have different queues for different teams?expand_more
Yes. Most businesses set up a queue for each team, such as sales, support and billing, so callers reach people who can actually help them.
What if nobody is free for a long time?expand_more
Give callers a way out. Missed or overflow calls can go to voicemail, which lands in your inbox as searchable text, or to the AI receptionist, which picks up when your team cannot.
Does a call queue work with call forwarding?expand_more
Yes. A queue can ring your team's desk phones and apps, and people can forward their own calls to a mobile, so calls find someone even when the team is on the move.
Can I offer call queues under my own brand?expand_more
Yes. Partners launch MCM Cloud Phone under their own logo, domain and apps, and call queues are part of what customers see. There is no license fee or setup bill, and MCM earns as you grow.
Ready to keep every caller in line?
Talk to our team about call queues on MCM Cloud Phone, under your own brand.