Freesbe
Book a demoStart free

Call and meet

Call center add-on

Nobody rings out when everyone's busy.

A call queue holds callers on the line until someone is free, instead of ringing out or going to voicemail: they hear a greeting, hold music and their place in line. Choose how calls are shared out, where callers go when the wait runs long, and watch it on the Call center board, where supervisors listen, whisper or barge in.

  • Keep callers instead of losing them to a busy signal.
  • Share calls out fairly: whoever's been free longest, in turns, from the top, or everyone at once.
  • See who's waiting and who's free right now, on a screen or a TV on the wall.
  • Coach on live calls: listen in, whisper to your colleague, or join the call.
  • Give people breaks with a reason and a time limit, and know when one runs over.
Start freeBook a demoSee pricing

For Sales and support lines that get more calls than people to answer them.

The Call center board: three callers waiting, the Sales queue with long waits and the Support queue, and six people, one on a coffee break past its limit

Set up a queue in one page

Name the queue and add the people who take its calls. Choose who gets the next call: whoever's been free longest, everyone at once, take turns, in order from the top, whoever took the fewest, or anyone at random. Set how long each phone rings and the wrap-up time after a call. Add a greeting, keep the standard hold music or upload your own, and announce each caller's place in line. Past the longest wait or the most callers, send them to voicemail, other people, a menu or another queue.

Editing the Sales queue: four people, whoever's been free longest gets the next call, a typed greeting, standard hold music, place in line every minute, and voicemail after 10 minutes

The board, live

The Call center page shows your queues as they happen: callers waiting with their place in line, and a wait past two minutes in red. Each queue's card shows how many are waiting, the longest wait, how many calls today were answered in time, and who's free, on calls or on a break. People shows each person's status and how long they've been in it. Nudge someone with a direct message from you or from the Call center bot. Admins see it, and the supervisors they choose.

Nudging James Okafor from the Call center bot: a suggested message about his coffee break

See it on your own team's data.

Start free with up to 10 people and try it today, or book a 20-minute demo with the people who make Freesbe.

Book a demoStart free

Listen, whisper or barge in

Everyone on a queue call has a Listen button on the board. Click it and your Freesbe phone picks up on its own: you hear the call and nobody hears you. Switch to Whisper to talk to your colleague only, or Barge in to join the call so both sides hear you, and back, without leaving the call. Mute yourself while you whisper or barge in, and Leave call when you're done; the call goes on without you. Their row says You're listening, You're whispering or You're on this call.

Maya Chen whispering to Tom Becker: the bar at the top of the board with Listen, Whisper, Barge in, Mute and Leave call, and Tom's row saying You're whispering

Breaks in two clicks

People in a queue see their status in the top bar: Taking calls, a break, or Signed out. Click it and pick a reason, like Lunch or Training, or a break with no reason, and queue calls stop until I'm back. Calls to their own number still ring. Admins add the break reasons with a time limit and a colour; when a break runs over, Freesbe tells the person and their pill turns red. The pill also turns red when someone is taking calls but their phone isn't open anywhere.

The top bar with Taking calls open: Take a break with Coffee, Lunch, Meeting and Training, each with its time limit, then Break no reason and Sign out of queues

On the wall

Click Wall mode and the board fills the screen in large type and keeps up on its own: callers waiting, the longest wait, each queue and everyone's status, for a TV on the wall of the support floor. With more than one queue, pick one at the top to see only its callers and people. For numbers over days or weeks, Reports in the Admin Center adds up calls answered and missed, service level, waits, talk time and each person's breaks.

The Call center board in wall mode: large numbers for callers waiting and the longest wait, the queues, and everyone's status

Plans and pricing

Call queues and the call center comes with the Call center add-on, on any paid plan. It costs $12 per agent a month, billed yearly ($15 month to month). The add-on isn't on sale yet; talk to us to be first.

See pricingEvery plan's limits
  • BusinessUp to 500 people
  • CorporateUp to 2,500 people
  • EnterpriseOver 2,500 people
  • Call center add-on$12 per agent a month, billed yearly ($15 month to month)

Questions

Which plan includes this?
Call queues, the Call center board, breaks and the call center reports come with the Call center add-on, bought on top of the Phone system add-on on any paid plan. It's priced per agent; the pricing page has the current price.
How do calls reach a queue?
Open a number and choose the queue under Answers with, pick Call queue for a key in a phone menu, send a ring group's unanswered calls to it, or transfer a call to it by name: a queue takes a transferred call straight away.
What happens when nobody is signed in?
You choose: calls go straight to voicemail, other people, a menu, another queue or hang up when no one in the queue can take them.
Can every queue call be recorded?
Yes. Record every call queue call under Phone, Call recording records every call to a queue, whoever answers it, even when their own calls aren't recorded.
Who can see the board?
Admins, and the supervisors they choose under Call queues or on the person's own page. People who aren't admins or supervisors don't see it.

How it works, step by step

The help guide shows every screen and setting. Call queues

Related

See more on this topic

Try all of it free with up to 10 people.

No card, no time limit. Invite your team and see what sticks.

Start freeBook a demo