The Call Queue is a feature that allows callers (A leg) to be placed in a Queue, listening background music or an announcement (text to speech) while waiting to be connected to the called party (B leg). This is one of the most commonly used feature when building any kind of Inbound Contact Center solution.
The Call Queue solution built on top of the calls.teleapi Platform exposes API’s that developers can leverage to create a simple Contact Center solution. A Queue stores incoming calls in First In First Out (FIFO) order (let’s call those callers customers). The queue then connects first caller in the queue to a callee (let’s call that one an agent)..
- Create as many queues as you want. For example, a Support Team and a Sales team can each have their own Queue.
- Developers can create IVR in front via the Visual Designer, collecting input from users like “Press 1 for Support and 2 for Sales” and intelligently route the caller to correct queue based on input received.
- For Agents joining the call queue, developers can create RVD applications that can authenticate an agent via a password (DTMF) before letting the agent join queue.
- Visual Designer, developers can add any business logic necessary before placing call in queue.