Customize call queues on your IVR – Ringover Help Center

With Ringover, you have the ability to customize the queues of your standard. ✏️ This is very useful, especially when you receive a significant number of calls.

Customizing your queues allows you to define precise distribution rules, limit the waiting time ⏱️ for your callers, or announce their position in the queue. This way, you prevent them from endless waiting without knowing if someone will eventually answer their call. ✔️

Step 1: Access scenario modification

💻 Go to your Ringover Dashboard> Settings> IVRs

Click on 'Edit' for the extension where you want to configure

Select the scenario to be modified🖊️

Select the scenario you want to modify by clicking on its gear

Step 2: Customize call queues on your IVR

You then have the option to create your voice announcement and set the maximum waiting time for your callers in the queue of your standard.

You can also customize your routing rules, including call forwarding (simultaneous, cascade, at regular intervals, Smart routing) and the order of call distribution (random, predefined, precedence routing).

Next, simply indicate the users and/or groups to whom you want to redirect calls from your standard by clicking "Add." Set the ringing duration 🎵 for each of your users' phones.

Finally, by clicking on "Open expert mode" 🤓, you have access to more advanced features for configuring your queues. You can define the maximum number of callers in the queue, redirect them to the next step based on your agents' status, allow the caller to stop recording, announce the number of callers in the queue, or even make your users' phones ring again in case of no response.

Now you know how to customize your IVR queues as needed to provide your callers the best possible experience! 🎉