Phone System Feature
Busy lines,
without lost
callers.
Spread calls across a team the way you choose, tell callers where they are in the queue, and let them leave a callback request instead of waiting.
Support · Longest idle
- EC Emma Clarke Available
- MA Mert Aydın On call
- LM Lucas Martin Wrap-up
- SK Selin Kaya Break
Why it matters
Five ways to ring
Ring everyone at once, the person idle longest, the person with the fewest calls, a random member, or priority groups that ring first, second, and third.
Callers know where they stand
Announce the caller's position every 30 seconds to 10 minutes, in the language you choose, with hold music in between.
A callback instead of a wait
Callers press a key to leave the queue. Your team gets a task or an e-mail with the number to call back.
No endless waits
After a time you set, the call moves to another team, a voicemail box, or a menu.
How It Works
Set up in four steps
- 1
Create a team
Give it an extension and add everyone or chosen users.
- 2
Pick a strategy
Ring all, longest idle, fewest calls, random, or priority groups.
- 3
Set what callers hear
Hold music, an intro, position announcements, and the callback key.
- 4
Set the limits
A wrap-up time after each call and a timeout with a fallback destination.
Use Cases
Small team, ring all
A five-person office rings everyone; whoever is free answers.
Senior agents first
A support team puts senior agents in the first group and the rest in the second, which rings only when the first is busy.
Monday morning peak
Callers in a long queue press 1 for a callback. The team works through the callback tasks once the peak is over.
FAQ
Frequently asked questions
In Hipcall they are the same thing: a team. Choose ring all for a ring group, or another strategy with announcements for a queue.
No. The caller leaves a callback request, and your team gets a task or an e-mail to call them back.
Yes. Tag contacts by language or product and use skills-based routing to send each tag to its team. An agent can be in as many teams as you need.
Yes, on the Professional plan: live monitoring shows waiting callers and agent states.
Related features
IVR
Keypad menus with direct extension dialling
Learn moreMissed Call Tracking
Track which missed calls have been returned
Learn moreGreetings and Hold Music
Customise what callers hear while waiting
Learn moreBusiness Phone System
Numbers, IVR, smart routing by caller, queues, recording, and SIP.
Learn more