{"id":3727,"date":"2026-08-17T03:47:08","date_gmt":"2026-08-17T03:47:08","guid":{"rendered":"https:\/\/sensehosting.ca\/?page_id=3727"},"modified":"2026-08-17T03:51:40","modified_gmt":"2026-08-17T03:51:40","slug":"included-dial-groups-enhanced-ring-groups","status":"publish","type":"page","link":"https:\/\/sensehosting.ca\/?page_id=3727","title":{"rendered":"Included &#8211; Call Queues"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\"><strong>Enhanced Ring Groups for Superior Call Queueing<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Our advanced Ring Group and Call Queue capabilities ensure callers are routed efficiently while providing a professional customer experience and maximizing agent productivity.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Flexible Agent Management<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Agents can be configured as either:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong><strong>Dynamic <\/strong>Members<\/strong> \u2013 Permanently assigned to the queue.<\/li>\n\n\n\n<li><strong>Static Members<\/strong> \u2013 Log in and out as needed to manage availability.\n<ul class=\"wp-block-list\">\n<li>Call reporting on members<\/li>\n\n\n\n<li>Wrap-up and member timeout<\/li>\n\n\n\n<li>Disable of member features such as call forward, follow-me<\/li>\n\n\n\n<li>Select whether ERG should wake up mobile devices that are asleep or not<\/li>\n\n\n\n<li>NEW September 2026 Call Center Lite &#8211; gloCOM Next offers dash board and more<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Multiple Ring Strategies<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Distribute incoming calls using a variety of routing methods, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ring All<\/li>\n\n\n\n<li>Round Robin<\/li>\n\n\n\n<li>Longest Idle<\/li>\n\n\n\n<li>Sequential Ringing<\/li>\n\n\n\n<li>Random Distribution<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">This ensures balanced call distribution and improved response times.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Customized Music on Hold<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Assign unique Music on Hold playlists to each queue, helping reinforce your brand while callers wait.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Enhanced Caller Identification<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Queue calls can be identified on agent devices by automatically adding custom text to the Caller ID display.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>CRM Integration<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Leverage API connectivity to integrate with CRM and business applications, enabling screen pops, call logging, and customer record access.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Offline Detection and Failover<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Automatically detect when a group of agents are unavailable and redirect callers to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Another Queue<\/li>\n\n\n\n<li>Alternate Department<\/li>\n\n\n\n<li>Different Office Location<\/li>\n\n\n\n<li>Voicemail or External Destination<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Advanced Call Flow Controls<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Improve caller handling with configurable queue management options:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Maximum Queue Time Limits<\/li>\n\n\n\n<li>Full Queue Overflow Routing<\/li>\n\n\n\n<li>No-Agent Available Routing<\/li>\n\n\n\n<li>Session Timers and Escalation Rules<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Preamble Greetings<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Play a custom greeting before callers enter the queue, providing important information or setting expectations.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Queue Announcements<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Keep callers informed with:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Position-in-Queue Announcements<\/li>\n\n\n\n<li>Estimated Wait-Time Notifications<\/li>\n\n\n\n<li>Periodic Custom Announcements<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Abandoned Callbacks<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Allow callers to request a callback rather than remain on hold, improving customer satisfaction while reducing queue congestion.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Call Recording<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Record all inbound queue calls for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Quality Assurance<\/li>\n\n\n\n<li>Training<\/li>\n\n\n\n<li>Compliance<\/li>\n\n\n\n<li>Dispute Resolution<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Key Benefits<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Improved customer experience and reduced wait frustration<\/li>\n\n\n\n<li>Flexible agent management and call distribution<\/li>\n\n\n\n<li>Business continuity through automated failover routing<\/li>\n\n\n\n<li>CRM integration for enhanced customer interactions<\/li>\n\n\n\n<li>Intelligent queue announcements and callback options<\/li>\n\n\n\n<li>Comprehensive call recording and reporting capabilities<\/li>\n\n\n\n<li>Scalable solution for small businesses through enterprise environments<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Enhanced Ring Groups for Superior Call Queueing Our advanced Ring Group and Call Queue capabilities ensure callers are routed efficiently while providing a professional customer experience and maximizing agent productivity. Flexible Agent Management Agents can be configured as either: Multiple Ring Strategies Distribute incoming calls using a variety of routing methods, including: This ensures balanced &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/sensehosting.ca\/?page_id=3727\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Included &#8211; Call Queues&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3727","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/pages\/3727","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sensehosting.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3727"}],"version-history":[{"count":3,"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/pages\/3727\/revisions"}],"predecessor-version":[{"id":3733,"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/pages\/3727\/revisions\/3733"}],"wp:attachment":[{"href":"https:\/\/sensehosting.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3727"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}