Call Queues

Call queues line up callers when all agents are busy — common for support desks, helpdesks, and sales lines. This guide is for agents who answer queued calls.

How queues work (for callers)

1. Caller dials the support or sales number (or is transferred by reception).
2. They hear hold music and periodic announcements ("You are caller number 3…").
3. When an agent is free, the call connects automatically.

Before your shift

1. Confirm your headset or phone is working — place a test call.
2. Know your queue name (e.g. Support, Sales Tier 1).
3. Have your agent login code or portal credentials ready.
4. Open any tools you need (CRM, ticket system, knowledge base).

Log in to the queue

Methods vary by setup:

From your desk phone

1. Press Queue or dial the queue login code (e.g. *45 + queue number — ask IT).
2. Hear confirmation: "Agent logged in."

From the user portal

1. Sign in to the user portal.
2. Open Queues or Agent status.
3. Click Log in for your queue.

From Softphone

Some setups allow queue login in the Softphone app — check with IT.

You must be logged in to receive queued calls. If logged out, calls go to other agents.

Answer a queued call

When a call is offered:

1. Your phone rings (or Softphone notifies you).
2. Answer within the target ring time your team defines.
3. Greet with team script: "Support, this is Alex — how can I help?"

Queued calls may show the queue name and caller ID on your display.

While on a call

• Use hold sparingly — explain why and how long.
• Transfer to another queue or specialist if needed — use attended transfer when possible.
• Complete wrap-up after hanging up if your system uses wrap-up time (time to log notes before next call).

Pause, break, and logout

Always log out or set Pause before leaving your desk. Otherwise callers wait for an agent who is not there.

Call back abandoned calls

If a caller hangs up while waiting, your team may have a callback list in the portal. Check your procedure for returning those calls.

Metrics you may see

Supervisors track:

• Average wait time — how long callers wait
• Abandon rate — callers who hang up before answer
• Average handle time — length of answered calls

Good agent habits (quick answer, informed hold, proper logout) improve these numbers.

Troubleshooting

Related guides

• Reception — transferring callers into your queue
• User portal — agent status and call history
• Get help