Queue Manager is the software of ACD (Automatic Call Distribution) that allows you to manage multiple queues forwarding calls to different operators according to their condition and to analyze in detail the queues through a series of advanced statistics.

 

When a call arrives to the system, Queue Manager tries to connect it with the first available operator in that specific queue. If all operators are busy in the queue selected, it present a waiting message.
When an operator becomes available, Queue Manager forwards the call. Queue Manager check the status of the redirect, and if the call is not answered by the operator within a predefined time, move the call in a new queue.

Through a Web interface, you can define different queues, each consisting of a number of operators and easily tailor audio messages for call waiting on each queue. Allows intelligent management of incoming traffic through an efficient management system which sort calls to operators by defining policies or random priority.
Queue Manager is particularly useful in implementations that need basic queuing capacities. Together IVR Manager is a complete contact center solution for SME customers.