Nobody rings out when everyone's busy.

Queues that keep callers instead of losing them

Name a queue in the Admin Center 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. Callers hear your greeting, hold music and their place in line. Past the longest wait or the most callers, send them to voicemail, other people, a menu or another queue.

• Reach a queue from a number, a key in a phone menu, a ring group's unanswered calls or a transfer
• Wrap-up time after each call before the next one rings
• Record every queue call, whoever answers it

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, without leaving the call. Leave when you're done; the call goes on without you.

On the wall, and in the reports

Click Wall mode and the board fills the screen in large type and keeps up on its own, for a TV on the wall of the support floor. For numbers over days or weeks, Reports in the Admin Center adds up calls answered and missed, service level, the average and longest wait, talk time and each person's breaks, by queue, day or week, with a CSV of the table.