The Voice Queue

When a customer tries to reach out to your organization, it will be placed in a queue right before one of the agents answers the phone call. Your agents also have the possibility to manually place someone on hold. Callers placed on hold will also be hearing the queue audio. 

To update the queue settings, open your navigation pannel > settings > voice and choose the channel you wish to edit. 

The queue has three settings: 

  1. Queue audio
  2. Queue time limit
  3. Max queue size

Queue audio

This is the sound that callers will hear when they end up in the queue of your organization. You can use Trengo's standard queue audio, or add your own

Queue time limit

This is how long a customer can wait in a queue before they will automatically be transferred to the "No agents available" greeting and the call will be ended, or guided to voicemail. 

Max queue size

On busy days, we can imagine you will have lots of people calling and they cannot be answered at the same time. In this case, it is good to have a max queue size, to make sure there are not too many people waiting in the queue. The next caller will automatically hear the "no agents available greeting" and if enabled, he or she will be redirected to the voicemail.