Call queuing is a feature that manages incoming calls by placing them in a virtual line when all agents are busy. Callers are held in the queue and typically hear music or pre-recorded messages while they wait for the next available agent. 


Advantages of call queue:

  1. Organizes incoming calls, ensuring they are handled in the order received without overwhelming agents.
  2. Prevents calls from being dropped or missed during peak hours by holding them in a queue.
  3. Callers are informed of their position in the queue and may hear music or messages, reducing frustration during wait times.



To enable this feature on your CallHippo number, follow these steps:


Step 1: Go to CallHippo’s dashboard - web.callhippo.com


Step 2: Click on Numbers and DID > Numbers on the left side:



Step 3: Click on the ACTION button of the number for which you want to enable the call queue option.



Step 4: This will redirect you to the number-settings page. Click on CALL QUEUE.





Step 5: Now, you can enable the toggle as depicted in the screenshot below:



Please note: Callers also get an option to leave voicemail by pressing * only if the number has voicemail switched on.


Step 6: You can also activate the wait music option for your callers, allowing them to listen to music while they are in the queue. You can either use a customized text message that will be read by the bot’s voice or upload your own custom music for this purpose.



AUTO CALLBACK: When call is in queue, caller can press # and leave the call and it will be saved as a call back request in the call log for such calls. Visit this link for more information on this.