Cloud Contact Center: Queues, IVR & Supervisor Tools
Answer customers properly: a phone menu (“press 1 for sales”), queues with hold music, the next free agent gets the call, and supervisors who can listen, coach and join live.
- Phone menus (IVR) with your own greetings and open hours
- Queues: longest-idle agent first, take turns or ring all
- Only agents who are Ready get calls; breaks are tracked
- Supervisors listen, coach (whisper) or join any live call
“Thanks for calling Acme”
Main menu · open 9:00–18:00
94%
Answered
0:18
Avg wait
81%
In 20s
Why teams choose it
Built for real traffic
IVR builder
Upload your greeting, choose what each key does, set open hours and a closed message — no code.
Smart queues
Callers hear their place in line and hold music; when nobody answers in time, they leave a voicemail.
Supervisor tools
Listen silently, coach the agent only they can hear, or join the call — from the browser.
Service level at a glance
Calls answered within 20 seconds, average wait and who gave up, per queue.
What you get
- Phone menus (IVR) with your own greetings and open hours
- Queues: longest-idle agent first, take turns or ring all
- Only agents who are Ready get calls; breaks are tracked
- Supervisors listen, coach (whisper) or join any live call
- Live board: callers waiting, answer speed, abandoned calls, agent time
How it works
- 1
Get a phone number from the portal (or use yours).
- 2
Create a queue and choose its agents.
- 3
Build a phone menu and upload your greeting.
- 4
Point the number to the menu — calls start ringing your agents.
Can I use my own recordings?+
Yes. Upload MP3 or WAV files; they are converted to phone quality automatically.
What happens outside office hours?+
The menu plays your closed message and takes a voicemail, which is emailed to you.
Can one agent take inbound and outbound calls?+
Yes. Agents in a queue also run dialer campaigns; queue calls only reach them when they are ready.
Works well with