- June 2, 2025
Call Queues: Keep callers in line, keep your team in control.
Call Queues help you manage incoming calls when your team is busy. Instead of sending callers to voicemail or leaving them hanging, ClearConverse Call Queues place them in a virtual line—so they wait their turn and speak to the next available person.
It’s a simple way to handle higher call volumes without missing a beat—and without stressing out your team.
How Time Conditions Work
Here’s what happens behind the scenes:
A customer calls in
All agents are busy
Instead of getting a busy tone, the caller is placed in a queue
While they wait, you can play music, custom messages, or estimated wait time
As soon as someone is free, the call is automatically routed to them
ClearConverse lets you fully customize the queue experience—from hold music to timeouts to overflow rules.
Why Use Call Queues?
Because making your callers wait without a plan = lost opportunities.
Reduce missed calls and abandoned calls
Give every caller a fair and predictable experience
Let your team handle conversations one at a time (without the rush)
Improve customer satisfaction by keeping them informed while they wait
Use Case Example
Let’s say your support line gets a spike in calls after a product launch.
With Call Queues:
Callers are placed in line with a friendly greeting
You play an announcement: “Thanks for calling! You’re next in line.”
If wait time is long, they’re offered a voicemail or callback option
Calls are distributed evenly to available agents in your Support group
No chaos. No angry hang-ups. Just smooth, efficient call handling.
Common Questions About Call Queues
Can I set different queues for different departments?
Yes! Set up separate queues for Support, Sales, Billing—you name it.
What if no one is available to take the call?
You can forward to voicemail, another group, or play a custom message.
Can callers hear their position in line?
Yes. You can announce estimated wait time or queue position.
