Call queues are used to route calls in a first-in-first-out manner to the appropriate extension or group. These extensions can be agents logged into the system. Call Queues are commonly used with an ACD, where the callers hear an announcement that says something like “thank you for calling, all available agents are busy, please hold for the next available agent, or press N to leave a message”. When the call is ready to be routed, the ACD implements the routing rules.
Selectively record calls for training or documentation purposes. Requires a dedicated server in the “cloud”.
Multiple on-site and outside callers can simultaneously participate in password-protected conference calls. Callers can be assigned talk-listen or listen only access.