Glossary
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Queue
A queue is a telephone system where calls wait until the next available agent is able to handle the call. A queue typically runs on a first-in first-out basis (FIFO). This means that the inbound calls are kept in order of when they come in and routed according to their order in line. However, this isn?t always the case. Some calls in the queue can be programmed to take higher priority and then routed higher up in the line.
Calls that are waiting in the queue usually hear a recorded message telling them to stay on the line, hold music, or advertisements.