For businesses in need of call queues to streamline their communication efforts, VirtualPBX offers three different options: Ring Groups, ACD Queues, and ACD Queues Pro. In the following text, you’ll be able to identify the key differences and similarities between these three ways to route calls to the correct departments. In order to take advantage of either our these features, you must be a VirtualPBX customer, check out our offerings in the table below!
How Do Call Queues Work?
Each technology is an organization of business departments into categories that will make navigating your company easy for an inbound caller. Each method creates department queues or groupings based on the rules that an admin can design. Generally, those lines are drawn around business functions for sales, customer support, accounts payable, and so on. Outside of the levels of customization that will be clear in a moment, the core purpose of all call queues are similar. Below, however, we’ll highlight some key factors that distinguish each type of call queue.
Ring Groups: The Efficient Call Routing Experience
Ring Groups, commonly known also as Hunt Groups, are a lean but effective call routing strategy. Ideal for growing companies, Ring Groups are categorizations that group team members based on their departmental proficiencies and then ring all of their numbers at the same time whenever a call comes in for any particular team or department. This is great for teams that need to give customers clear options when they call in but that also have low enough call volume that they don’t need sophisticated balancing to make sure no one member gets overwhelmed. Ring Groups also come as standard features to all Dash Plans, so they often come as a bonus to businesses looking to save money over traditional, on-site PBX systems.
ACD Queues: The Complete Call Routing Solution
ACD Queues, also known as Call Queues, go beyond the simple but effective approach to call routing of Ring Groups. Characterized by the ability to balance call volume and calculate overflow and escalation contingencies, true departmental queues are complex systems that have historically been cost prohibitive for many companies to implement. Much of that cost came from the fact that each time a change was made to the organization of all of the various ways to route and balance call traffic used to require the presence of an on-site technician from the telephone company. This was wildly expensive and reserved for only the largest organizations until the advent of the virtual PBX that allowed for, like all hosted software applications, changes to be made remotely and as many times as a user needed to make them. As a result, hosted business telephone systems like Dash empower admins to manage their systems in real time from anywhere they have access to an internet or data connection.
ACD Queues Pro: To Scale Your Business Infinitely
If your business is in need of a more substantial solution for their call canter, then ACD Queues Pro is the perfect fit. From focusing on growing your sales, to improving customer service, to simply making sure your calls are answered in a timely fashion, managing your business call center can be overwhelming. ACD Queues Pro is the ultimate solution when it comes to both scaling and managing your business. With ACD Queues Pro, your call center will benefit from features like:
- Hold Treatment Options
- Agent Performance and Activity Logs
- Dynamic Live Monitoring
- Toggle Call Recording
- Advanced Agent and Routing Strategy
Choosing the Call Queues Solution That Works for You
Picking the right call queue system for any business is made much more simple by first deciding to switch from a legacy phone system to a hosted telephone service. For some businesses like call centers or contact centers, for example, the need for a robust call queue system is apparent right away. For others, however, once they are operating on a VoIP business phone, they can typically just activate their desired call queue right away as a feature of their VoIP Plan.
Now that the differences between ACD Queues, ACD Queues Pro, and Ring Groups is clear, you can learn more about how VirtualPBX deploys these technologies, respectively. Or our Sales Team can lead you through a Free Demo of our Business Phone System to show you, live, how these features work.