The NEWT Business Phone includes a single call queue. Call Queues are particularly effective for business functions like sales or technical support. This option is often used where the call volume to staff ratio is higher. A queue will allow the call to hold “in queue” (while listening to pre-loaded music) and wait for an agent to pick up the call.

If your administrator has set up the basic queue, any employee with an Extension can sign in and out of queues utilizing an Agent Key on their phone or entering 88008 from their phone, allowing them to take calls from the queue.

The Basic Queue uses a round-robin approach and rings each set that is logged into the queue in a circular fashion.

Once a caller is on hold in a Queue, this is a terminal function. They cannot exit the Queue unless the call is answered by a logged-in user. If users fail to log out (by entering 88008 again or pressing the Agent Key on their phone) and no one is answering calls, the caller will not be directed to the next step in the call sequence, they will remain on hold indefinitely.

If you are using the Basic Queue function, ensure your “Agents” understand the importance of logging in and out.

If you are looking to have multiple queues with advanced functionality or detailed queue activity reports, please refer to our Automatic Call Distribution (ACD) program.