The queue knows who is waiting and who can help.
Calls are routed on skill, language and priority rather than on whoever picked up last. When the wait crosses the threshold you set, the caller is offered a callback that holds their place, and the same agents who were dialing outbound are pulled in to cover the spike automatically.
Inbound — support
liveGetting the caller to the right person, first time.
Most inbound frustration is one of two things: waiting too long, or reaching someone who cannot help. Routing fixes the second. Callbacks and blending fix the first.
IVR that is short on purpose
Menus, business hours and holiday routing, with the option to skip the menu entirely for callers you already recognise. Every extra level of menu is a caller deciding to hang up.
Skills-based routing
Agents carry skills with weights — product, language, seniority. The queue offers a call to the best-matched available agent rather than the one who has been idle longest.
Callback in queue
Past the wait threshold you set, the caller is offered a callback that keeps their position. They hang up, the queue keeps their place, and the system calls them when an agent is genuinely free.
Blending that actually blends
When the queue depth crosses a threshold, agents on outbound campaigns are pulled in to answer, then released back when it clears. One workforce, not two rotas.
Transfers and conference
Warm transfer with a private word first, cold transfer, three-way and conference — all from the agent desktop, including out to a number that is not on the platform.
Voicemail with transcription
Out of hours or over capacity, voicemail is captured, transcribed and dropped back into the queue as work with an owner rather than a message nobody checks.
Priority is a rule, not a scramble.
Each queue has its own priority, its own skill requirements and its own service-level target. A caller in a high-priority queue is offered before a lower one even when they arrived later, and the target you set is measured against the outcome rather than the intention.
- Multiple queues with independent priority and targets
- Skill requirements evaluated per queue and per agent
- Position and estimated wait announced to the caller
- Overflow rules when the target queue has nobody available
Queues
liveWaiting is the thing you can actually remove.
Position and estimated wait are announced, and past your threshold the caller is offered a callback that keeps their place in the queue. They get their afternoon back; you get a call that connects to a real agent rather than a queue of people already annoyed before anyone says hello.
- Estimated wait calculated from live queue and handling times
- Callback offered past a threshold you configure
- Queue position preserved for the callback
- Voicemail with transcription when nobody is available
Callback
One workforce, two directions.
The same agents take outbound campaign calls and inbound queue calls, and the platform decides which based on live queue depth. Spikes are covered without a rota change, and the quiet hour after lunch is spent working a list instead of watching a phone that is not ringing.
- Queue-depth thresholds trigger blending automatically
- Agents released back to outbound when the queue clears
- Per-agent eligibility so specialists stay on their own work
- Inbound and outbound time reported separately per agent
Blending
liveThe details engineers ask about.
No asterisks. If something depends on your carrier, your hardware or your regulator, it says so.
- IVR
- Menus, business-hours and holiday routing, with recognised-caller bypass.
- Routing
- Skills-based distribution with weighted agent priority, evaluated per queue.
- Queues
- Multiple queues with independent priority, skill requirements, service-level targets and overflow rules.
- Announcements
- Queue position and estimated wait, calculated from live queue depth and measured handling time.
- Callback
- Offered past a configurable wait threshold; caller's position in the queue is preserved.
- Blending
- Queue-depth thresholds pull outbound agents into inbound and release them automatically; per-agent eligibility.
- Transfers
- Warm and cold transfer, three-way and conference, including to numbers outside the platform.
- Voicemail
- Captured with transcription and routed back into the queue as owned work.
- Reporting
- Service level, abandonment, wait and handling time per queue, per skill and per agent.
- Telephony
- Standard SIP trunking; inbound numbers mapped to queues and IVR entry points.
Answers to what usually comes next.
Can callers keep their place in the queue if they hang up?
How does blending decide when to pull agents off outbound?
Can we route by language?
What happens outside business hours?
Do inbound and outbound share the same reports?
Point one queue at it and watch the wait.
We will map your inbound numbers, build the routing against your real skills, and run a week with callback and blending switched on. The service level at the end is measured, not promised.