Call queue customization allows you to manage incoming call volume and minimize caller wait times during peak hours. In this guide, you’ll learn how to configure wait times, set up automatic callback options, and manage agent status fallbacks within your Ringover IVR queue.

Customize your call queues 

1. Access your call queue settings

Open your interactive voice response scenario settings to locate the queue management options.

1. Go to your IVR's page.
2. Click on 'Edit' next to the IVR standard you want to configure.
3. Select the scenario you want to modify.
4. Click on the gear icon next to that scenario to open its settings.

2. Customize queue waiting limits and announcements

Configure the basic queue parameters to manage how long callers wait and what they hear while on hold.

1. Define your greeting duration.
2. Max wait time: Specify how long a caller can remain on hold before the system routes them to the next step.
3. Max number of callers : Define the maximum number of callers in call queue
4. If your agents are fully occupied, you can let callers request a callback:

• Zendesk Ticket Callback: Automatically create a support ticket to schedule a callback (🔗 How to create automatic callback requests in Zendesk).
• Automatic Callback: Register the caller's request to automatically call them back as soon as an agent becomes available.

5. Choose what happens if agents cannot answer. You can direct the call to the next scenario step based on the agent's real-time status:

• Offline: The agent is not logged in.
• Snooze: The agent has activated do-not-disturb mode.
• Outside working hours: The call arrives outside defined operational schedules.
• On the phone: The agent is already busy handling another call

6. Stop recording option : Allow caller to stop recording by pressing the " * ".
7. Max. number of callers : Specify the number of callers in queue when there are at least 2 callers.

4. Configure status-based routing fallbacks

Determine how the system handles incoming calls based on the real-time availability of your agents.

You can direct the call to the next scenario step if your agents are in any of the following statuses:

• Offline: The agent is not logged in.
• Snooze: The agent has activated do-not-disturb mode.
• Outside working hours: The call arrives outside defined operational schedules.
• On the phone: The agent is already busy handling another call.

🎉 You now know how to customize your call queues and waiting options and can ensure a seamless queue experience for your callers and agents!