If all your team is busy, every new call will be sent to the call queue, there your customer will wait until an agent is ready to answer. As soon as there are one or more agents available, Toky will route the call to them so they can answer.
Call queue is a very important feature in Toky phone system as it will help you avoid losing customers calls and increase agents productivity.
In the call queue, your customers can wait until the maximum waiting time is reached and they're sent to voicemail or they can press asterisk (*) to go directly to voicemail at any time.
You can configure the call queue waiting time in the advanced settings of your IVR
While waiting, your customers can listen to the Music on Hold that you have configured in your IVR audios.