Queues & callbacks

Nobody waits in silence. Or longer than you allow.

Whether the call is for support, sales or reception, OVOKY rings the right people in the order you choose, tells callers where they stand and offers to call them back. When the wait gets too long, the call moves on to voicemail, another queue, an IVR or an outside number.

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distribution strategies
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overflow actions when the wait runs out
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ready-made inbound reports
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how it works

Ring the right people for every inbound call, keep callers informed and offer a callback instead of a long wait.

  1. Distribution

    Choose how calls are shared: ring all, round robin, longest idle or fewest calls. Restrict a queue to agents with the skills and languages it needs, and send returning callers back to the person they spoke to last.

    • Ring all, round robin, longest idle or fewest calls
    • Required skills and languages per queue
    • Sticky agent for returning callers
    • Agent ring timeout and wrap-up time you set

  2. While they wait

    Callers hear your music on hold and, at the interval you set, their position in the queue. Separate messages play when no agent is available or all agents are busy. Agents can hear a short whisper, such as the queue name, before the call connects.

    • Music on hold from your sound library
    • Position announcements at a set interval
    • No-agent and all-busy messages
    • Whisper to the agent before connecting

  3. Callbacks and overflow

    Let callers press a key to be called back. OVOKY adds them as a lead in the outbound campaign linked to the inbound one, so someone on your team returns the call. Set a maximum wait, and when it runs out or no agent can answer, the call overflows.

    • Callback from queue on the digit you choose
    • Callback requests become leads in the linked outbound campaign
    • Maximum wait per queue
    • Overflow to voicemail, an IVR, another queue, an external number or hang up

What's included

Everything around queues & callbacks

Blended pacing

If your team also dials out, the predictive dialer slows down while inbound callers are waiting.

IVR in front

Put a keypad menu before the queue, or send overflow to an IVR.

Live supervision

Listen, whisper or barge into calls from the supervision screen.

Call recording

Record answered inbound calls and play them back from the call history.

Scripts and dispositions

Show a script during the call and close it with your own outcomes.

Inbound reports

Service level, abandoned calls, IVR analysis and answer rate per number.

Queues & callbacks: questions

Short answers to what teams ask us most. Something else on your mind? Talk to us

  • Four. Ring all rings every available agent at once. Round robin takes agents in turn. Longest idle picks the agent who has waited longest since their last call. Fewest calls picks the agent who has taken the fewest.

  • Turn it on for the queue and pick a digit. A waiting caller who presses it is added as a lead in the outbound campaign linked to the inbound campaign, and your agents call them back. The inbound campaign must be linked to an outbound campaign for this to work.

  • Each queue has a maximum wait. When it is reached, or no agent can take the call, the overflow action you chose runs: voicemail, an IVR, another queue, an external number or hang up.

  • Yes. Give agents skills and languages, then mark the ones a queue requires. Only agents who have them receive that queue's calls. Skill levels are not used for routing.

  • Yes. Turn on position announcements, choose the interval and the lead-in message, and callers hear their place in line while they wait.

Works with

Pair it with

Bring every customer conversation into one place

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