If all your team is busy, every new call will be sended to the call queue, there your customer will wait until an agent is ready to answer. As soon there is one or more agents available Toky will route the call to them so any can answer.
Call queue is a very importan feature in Toky phone system as it will help you avoid losing customers calls and increasing agents productivity.
In the call queue, your customers can wait until the maximum waiting time is reached and they're sended to voicemail or they can press asterisk (*) to go directly to voicemail 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