Call Queuing
Smart Call Queuing
Make Every Business Call Feel Professional
Second Ring Smart Call Queuing helps your business handle incoming calls intelligently, whether your team answers on a mobile phone, landline, VoIP phone, the Second Ring app, or a combination of them.
Instead of simply forwarding a call to one number and hoping somebody answers, Smart Call Queuing places the caller into a managed queue and looks for an available team member who can take the call.
Get Started
You do not need to install an app to use Second Ring Smart Call Queuing. Your business calls can be delivered directly to your existing mobile phones, landlines or other external telephone numbers.
If you prefer to use the Second Ring app, you can — but it is completely optional. You can also mix both methods, with some team members using the app and others receiving calls on their normal mobile or landline number.
How Smart Call Queuing Works
Your callers receive a professional experience while Second Ring works behind the scenes to find an available person to answer.
Use Your Existing Mobile — No Separate App Needed
One of the biggest advantages of Second Ring Smart Call Queuing is that your team can continue using the phones they already have.
When a customer calls your Second Ring business number, we can route that call through the Smart Queue and ring your existing mobile numbers directly.
Existing Mobile Number
Receive business calls directly on your normal mobile phone. No additional app is required.
Landline or External Number
Route queue calls to an existing landline, office telephone or other external number.
Optional App
If you want additional flexibility, you can also answer through the Second Ring app. The app is optional and is not required for Smart Call Queuing.
Mobile, App or Both — You Choose
Every business works differently, so your Smart Call Queue does not need to use the same type of destination for every team member.
For example, your queue could include:
- Employee 1 — existing mobile number
- Employee 2 — Second Ring app
- Employee 3 — external landline
- Employee 4 — mobile and app
Second Ring can configure the call flow around the way your business and your team already work.
Only Ring People Who Are Available
Smart Call Queuing gives your business much more flexibility than basic call forwarding.
Your queue can work through your configured agents and attempt to find somebody available to answer the customer’s call.
Users of the Second Ring app can also use features such as Do Not Disturb when they are not working, allowing other available members of the queue to continue taking calls.
Smart Call Queuing is ideal for:
- Small businesses
- Remote teams
- Part-time employees
- Different staff working hours
- Multiple departments
- Teams working from different locations
- On-call staff
Know It’s a Business Call Before You Answer
When calls are forwarded to an external mobile number or landline, it can sometimes be difficult to know whether the incoming call is a business call or a personal call.
Second Ring can solve this with Call Whisper.
Before the customer is connected, your team member can hear a short announcement telling them that this is a business call.
For example:
“Second Ring business call.”
This means you can confidently answer using your business greeting even when the call arrives on your normal mobile phone.
Know What the Customer Needs Before You Answer
Call Whisper becomes even more useful when combined with an IVR / Auto Attendant.
Welcome to ABC Company.
Press 1 for Sales.
Press 2 for Customer Support.
Press 3 for Accounts.
When the call reaches your team member, the Call Whisper can tell them which option the customer selected before the call is connected.
“Business call — Sales.”
“Business call — Customer Support.”
“Business call — Accounts.”
This is particularly useful when calls are routed to external mobile or landline numbers because the team member can hear which business or department the call relates to before speaking to the caller.
CNAM presentation is available via the Second Ring app only.
For calls routed to external mobile or landline numbers, Call Whisper can be used instead to identify the business call or the IVR option selected.
IVR / Auto Attendant
Need your callers to choose where their call should go?
Second Ring can configure a professional IVR or Auto Attendant as part of your call flow.
Each menu option can have its own Smart Call Queue, agents and routing rules.
For example:
- Sales can ring your sales team
- Support can ring your support team
- Accounts can ring your accounts team
- General enquiries can ring everybody
Professional Greetings
Your telephone system should sound as professional as your business looks.
We can help you create and configure professional telephone greetings and announcements for your Second Ring service.
Welcome Greetings
Give every caller a professional welcome before entering your queue.
Queue Messages
Let customers know that your team will be with them shortly.
Out-of-Hours
Automatically play a different message when your business is closed.
- Professional welcome greetings
- IVR / Auto Attendant recordings
- Queue announcements
- Hold messages
- Out-of-hours announcements
- Voicemail greetings
- Department-specific messages
Already have your own recordings? We can use those too.
If you don’t have a script, we can also help you create professional wording for your business.
What Happens If Nobody Can Answer?
You decide what should happen when all your agents are busy or nobody is available.
Keep Trying
Continue trying available agents until somebody answers or the configured maximum waiting time is reached.
Send to Voicemail
Automatically send unanswered calls to your business voicemail.
Alternative Routing
Route the call to another number, department or backup destination.
Smart Time-Based Routing
Your telephone system can automatically change how calls are handled depending on your business opening hours.
- Set your normal opening days
- Configure your opening and closing times
- Use different routing outside business hours
- Play an out-of-hours announcement
- Send callers directly to voicemail
- Route calls to a backup or on-call number
Included With Second Ring
Smart Call Queuing is available to Second Ring customers at no additional charge.
We also include free initial configuration and onboarding to help get your telephone system working the way your business needs it.
- Smart Call Queue configuration
- Free initial setup
- Free onboarding
- No app required
- Optional Second Ring app
- External mobile forwarding
- External landline forwarding
- Call Whisper configuration
- CNAM presentation via the Second Ring app
- Time-based routing
- Voicemail configuration
- Professional greeting setup
- IVR / Auto Attendant configuration where required
You don’t need to understand complicated PBX settings or telephone-system terminology.
Simply tell us how you want your business calls to work and we can help configure the call flow for you.
Make Your Business Sound Bigger, Smarter and More Professional
Whether you are a one-person business, a growing company or a team working across multiple locations, Second Ring Smart Call Queuing gives your customers a professional calling experience without the complexity or cost of a traditional office phone system.
One business number. Multiple team members. Smarter call routing.
No app required. Use your existing mobile phones or landlines, or choose the optional Second Ring app when you want additional features such as CNAM presentation.
Get Started