The waiting list and priority numbers allow you to retain calls when all lines are busy and ensure VIP clients receive preferential treatment. In this guide, you’ll learn how to activate the waiting list, add priority numbers, and efficiently manage your incoming communications.
Prerequisites
- You must be an administrator with a Ringover Business or Advanced account to access this feature.
- Please keep in mind that the waiting list only works for IVRs.
Manage the waiting list and priority numbers
1. Activate the waiting list
Enable the waiting list for specific users so they can see and intercept incoming calls.
- Go to your Users page.
- Select a user and click Edit.
- Check the boxes "Show the waiting list and can pick up calls in waiting list" located in the "Calls" section under "Permissions".
2. Add priority numbers to the call center
Ensure your critical contacts are pushed to the front of the line by adding VIP phone numbers.
- Go to your IVRs.
- Select the IVR you wish to modify.
- Click on "VIP phone numbers".
- Add the number you want to prioritize.
- Click on "Save IVR" before closing to ensure the changes are saved correctly.
3. Use the waiting list functionality
Once activated, you can view and prioritize calls directly from your dashboard.
- Locate your waiting list in the center at the top of your interface.
- View the name and number of the contact on the list to prioritize your calls.
- Click the "Answer" button on the call you want to handle.
- Start the conversation with your contact once it appears on your dialer.
⚠️ The call can only be answered if it is not ringing on other users' dialers. If a call is already ringing for another user, it will be considered too far in the queue to be intercepted, which prevents multiple users from answering the same call simultaneously.
🎉 You now know how to manage the waiting list and priority numbers, guaranteeing high-quality customer service for your business!