Virtual PBX provides the business phone system that means business.

With load balancing, each incoming call is routed to the team member who has been off the phone the longest, assuring that no one gets under- or over-utilized.

Skills Based Routing

Some teams have a few star players that you want to take as many calls as possible. Others have trainees who should only take a call when no one else is available. You can solve both these needs with skills based routing. You rank the people on your team and the system will route to the highest ranked players first, in order of ranking. Your clients get better service and your company gets more done.

Hierarchy Routing

This type of queue combines the best of load balancing and skills based queues. You rank groups of people in the queue, such as your best sales people, and calls are routed and load balanced among the top tier people. When no one in the top ranked group is available, calls are routed and load balanced inside the next tier. This is a great way to let management or other human resources assist with important calls when the load is heavy, while leaving them alone when any of the "right" people are available.

Overflow Queues

Often, companies find that having more than one queue is best. For example, you might want one ACD queue for sales, another for technical support, and a third for customer service. Overflow Queuing lets employees that are part of one queue automatically help another queue when call volume gets very heavy.

Queue Flexibility

You can set limits for the maximum time to make callers wait on hold, or the maximum number of callers to allow in the holding queue – and you can modify these settings at any time with our easy-to-use web tools.

Music and Messages

You can also customize the music that people hear while on hold, using one of over 100 songs in our Music Jukebox, or you can play a song of your own or play a message. Even voicemail messages can be tailored specifically for each queue.

Call Information for Your Employees

And it's not just the caller's experience that you can customize, you can also change the information your employees hear when they pick up the call. For example, we can automatically let them know which queue the call is coming from, the caller's phone number, the caller's name, and more. And they'll always know when it's a business call so they can answer appropriately.

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