ACD Queues

GotVMail's Virtual Holding Extensions (ACD Queues) allow callers to connect to the next available agent. Rather than transferring a caller into voicemail, if the call is not answered via Call Forwarding, the caller is kept on hold indefinitely until their call is answered.

You can have up to 6 employee phone numbers programmed into the Virtual Holding Extension for Call Forwarding so that the next available representative can answer the call. Callers are transferred into voicemail only when they are calling after-hours.

For example, a client might have a technical support Virtual Holding Extension (i.e., "dial 2 for technical support"). At any given time there might be 5 technical support specialists assigned to answer calls in the technical support queue (5 numbers programmed for call forwarding). When there are more available agents than there are callers, each caller is immediately routed to the next available agent. When the call volume increases and there are more callers than there are available agents, the callers are placed in a holding queue where they are connected as agents become available. When an agent completes a call, the agent is marked as available.