A call queue in is a feature designed to efficiently manage incoming calls. Incoming calls are placed in a queue and attended to in the order they are received. Callers are held in line with options to listen to music or recorded messages. This system ensures fair and organized call handling, distributing calls to available agents/teammates as soon as they're free.

This is ideal for handling high call volumes, call queues enhance customer service by reducing wait times and improving response efficiency.

To create a call queue, navigate to the "Call Queues" page on the side navigation bar.

Enter a name for the call queue you are creating, such as 'Sales Queue'. Then, assign a 4-digit extension number to the sales queue. This extension number allows agents to connect to the queue using a desk phone or SIP phone by dialing the extension.

Next, choose the music or media for callers to listen to while they are on hold. UpCentral.io allows you to upload a music file (either in mp3 or wav format), record a message directly using your microphone, or type out a message that will be converted to audio. This music or message will play to callers as they wait in the queue to be connected to the next available agent or team member. The selected audio will repeat until the connection is made.

Click 'Save' after setting up your call queue in UpCentral.io. Once saved, you can now select which team member should attend to this call queue.

That's it! You can now integrate this call queue into your call flows/handling processes. A typical application is pairing it with a call menu. For instance, you can prompt the caller to press '1' for sales, directing them to the sales queue to connect with the sales team, or press '2' for support, which routes them to the support queue for assistance from the support team."