If your entire team is busy, every new inbound call will be sent automatically to the call queue. There, your customer will wait until an agent is ready to answer. As soon as an agent becomes available, Toky will route the call to them directly so that they can answer.

Call queue is a very important feature in the Toky phone system, as it will help you to avoid losing your customers' calls, and increase agent productivity.

In the call queue, customers can wait until the maximum waiting time is reached. Once this time is reached, they're sent to voicemail. Optionally, they can press the asterisk button (*) at any time, to go directly to voicemail.

You can configure the call queue waiting time in the advanced settings of your IVR

While waiting, your customers can listen to Music on Hold that you previously configured in your IVR audios.

If you have any further questions or concerns, please contact our customer service team at support@toky.co.

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