A call queue holds inbound callers when every agent is busy and releases them to the next available one in a defined order. Without a queue, a busy line means a missed call; with one, the caller hears a hold message until an agent is free. Queue state is live, so supervisors can see depth and wait time as they change and act before the abandon rate moves.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
Hold callers in a managed queue and distribute them to the right available agent instead of dropping them to voicemail.
No caller is dropped because everyone is busy
Calls wait in order rather than hitting an engaged tone or voicemail, which is where most missed-revenue calls actually go.
Live queue depth and wait time
Supervisors see the queue as it moves, not in a report the next morning, so they can pull agents in while it still matters.
Defined answer order
Calls are released to agents by rule rather than by whoever happens to grab them, which keeps distribution even across a shift.
Ring-no-answer moves on
Each agent rings for 20 seconds; if they do not answer, the call is offered to the next free agent.
End to end, in the order it actually happens.
An inbound call arrives on a number assigned to the contact centre.
If an agent is free, the call is offered to them directly.
If not, the caller enters the queue and hears a spoken hold message on loop (custom hold audio can be set through the API).
As agents become available, queued callers are released in order.
Every leg is written to the call record for reporting.
Worth knowing before you build a process around it.
Inbound support lines
Sales enquiry lines
Order and booking lines
Shared helpdesk numbers
Agent Status & Availability
Track who is available, who is on a call and who is unavailable, and control the caller ID each agent dials out on.
Learn moreLive Call Monitoring: Listen, Whisper, Barge
Supervisors join a live queue call in one of three modes: listen silently, whisper to the agent only, or barge in so both sides hear them.
Learn moreIVR Flow Builder
Build, preview and publish call flows, assign them to numbers, and test them on a real call before they go live.
Learn moreA call queue holds inbound callers when every agent is busy and releases them to the next available one in a defined order. Without a queue, a busy line means a missed call; with one, the caller hears a hold message until an agent is free. Queue state is live, so supervisors can see depth and wait time as they change and act before the abandon rate moves.
1. An inbound call arrives on a number assigned to the contact centre. 2. If an agent is free, the call is offered to them directly. 3. If not, the caller enters the queue and hears a spoken hold message on loop (custom hold audio can be set through the API). 4. As agents become available, queued callers are released in order. 5. Every leg is written to the call record for reporting.
A queue manages waiting; it does not create capacity. If the queue is permanently deep, the answer is more agents or fewer calls, not more queue configuration. There is no queue callback, overflow routing, maximum wait time or queue-position announcement today. A caller waits until an agent is free or hangs up.
E-commerce, Healthcare, Financial Services, Education. Typical uses are inbound support lines, sales enquiry lines, order and booking lines, shared helpdesk numbers.
A cloud contact center is call center software that runs in the cloud instead of on office hardware. Agents take and make calls from a browser, calls are distributed through queues (ACD), and supervisors watch live status and recordings online. Edesy's contact center is voice-focused and priced per agent per month.
CCaaS (contact center as a service) needs no PBX, desk phones or servers. You pay per agent seat each month plus call minutes, add or remove agents as needed, and agents can work from anywhere with a browser and a headset.
Seats are provisioned with Edesy. Seats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST.