A Call Queue in VoiceStack is a feature that places incoming callers in a waiting line when all available agents or team members are busy. Instead of the call being missed or sent directly to voicemail, the caller remains on hold until an agent becomes available.
How It Works
- A caller dials your practice number.
- All assigned agents are busy handling other calls.
- The call enters the queue.
- The caller hears hold music, announcements, or queue messages.
- The next available agent receives the call.
For detailed instructions on setting up and managing Call Queues in VoiceStack, see Configuring Call Queues in VoiceStack.
Why Use a Call Queue?
- Reduces missed calls by keeping callers in line instead of disconnecting them.
- Improves patient experience by assuring callers that their call will be answered.
- Distributes calls fairly among available agents.
- Handles high call volumes during busy periods.
Use Cases
- Dental and medical practices during peak hours.
- Front desk teams handling multiple incoming calls.
- Appointment scheduling departments.
- Billing and insurance support teams.
Example
A dental practice has three front desk agents. During a busy morning, all three are already on calls. When a new patient calls:
- The call is placed in the queue.
- The patient hears a message such as, "Thank you for calling. Please stay on the line, and the next available representative will assist you."( or anything according to your configuration.)
- As soon as an agent finishes their current call, the queued caller is connected automatically.
Benefits
- Fewer abandoned calls.
- Better call handling during busy hours.
- Improved service levels.
- Increased opportunity to convert callers into appointments.
Support / Contact
Need further help? Contact support@voicestack.com or call 407-833-6436.