Advanced Queueing is a call-queue management solution that enables organisations to define multiple waiting queues for incoming calls, apply time-based behaviours (business hours, holidays), hold callers with music or prompts (if paired with Auto Attendant), and dispatch calls efficiently to available agents. It’s important for customer service because it helps reduce wait times, improve caller experience, optimise agent utilisation, and clearly monitor service quality – all key for demand generation and retention.

The solution uses configurable distribution algorithms (e.g., Idle Time, Round Robin, Priority, Sequential) to dispatch queued calls to available agents. Administrators assign agents to escalation levels and select the algorithm matching their call-flow. If one agent is unavailable, the system escalates to the next level.

• Priority: agents in higher-priority queues served first.
• Idle Time: the agent idle longest receives the next call.
• Round Robin / Circular: distributes calls evenly among agents.
• Sequential / Linear: scans agents in a fixed order per escalation level.
• Broadcast: rings all agents, first to pick up answers.

Yes, you can enable queue position announcements, so callers hear messages like “You are number 3 in line” or “There are more than 9 calls waiting” while on hold. Administrators configure this under Voice Messages tab and tie it to wait-time or position thresholds.

• Wrap-up time: Administrators can set a “comfort interval” (in seconds) after every call – during this time the agent is not offered new calls. This is configured under Default Settings → Call Distribution as “After call – Wrap-up time (sec.)”.
• Camp-On: This feature allows callers transferred to a busy internal extension to be placed in a Camp-On queue until the extension becomes free. When configured, the system monitors the extension and automatically connects the waiting call when available.

Advanced Queueing offers built-in statistical reports in the web portal under Reports: you can view queue analytics (call volumes per queue, average wait times, maximum wait times, number of abandoned calls, termination reasons), agent performance (calls per agent, wrap-up times, login/logout status), and schedule these reports to be automatically generated and emailed.
Filters include date range, queue, agent/extension, call classification and termination cause. Export formats include PDF, Excel/CSV.

Advanced Queueing works with major enterprise calling platforms (on-premises or cloud) that support SIP trunks and CTI/TAPI monitoring. While only Imagicle users can be “agents”, the system can route calls to external numbers or non-CTI monitored phones, though some algorithms perform best when endpoints are CTI-monitored.

Yes. The solution supports 24/7 operation via weekly schedules and holiday tables; you can define time-based behaviours (open/closed times, overflow routing) for every queue. It also provides voice prompts in multiple built-in languages (at least 6 languages) and allows upload of custom audio in WAV/MP3 for greetings, wait messages and announcements.

However, Advanced Queueing on its own still depends on human agents being logged in to answer calls. For a truly always-on, 24/7 customer service (nights, weekends, peak seasons, etc) customers should combine queues with Imagicle AI solutions (AI Virtual Receptionist, Digital Virtual Agents & Voice Virtual Agents), which provide conversational self-service 24/7 and escalate to human agents only when needed.

It integrates deeply: while it can work standalone for basic queuing, the full power emerges when paired with modules like Attendant Console (for operator interfaces), Auto Attendant (for IVR menus),  AI Virtual Receptionist (for 24/7 first-level service).

Yes, you can define a list of calling numbers that will be treated as VIPs and will skip the regular queue waiting, jumping ahead of other callers. This requires a Contact Manager licence and advanced configuration performed by the Imagicle support.

If an incoming call arrives and the pilot number is not associated with any queue or Auto Attendant service, Imagicle Advanced Queueing will play a voice prompt indicating that the “called number is not associated to any valid service” and then hang up or apply the defined fallback treatment.

In the web portal, go to Advanced Queueing → Default Settings. Here you can define values that apply to all queues (unless overridden): login/logout toggle number, retention period for CDRs, maximum waiting time, behaviours for overflow/no agents, time tables, voice messages, and call-distribution tuning (e.g., wrap-up time, sticky agent). When a queue is created it inherits these settings by default, and you can choose to override specific parameters for that queue.

• Configure PBX route so that the pilot number of the queue is reachable via SIP trunk to Imagicle. 
• Create queue(s) in the web portal, specify pilot number, assign agents/targets, select distribution algorithm and behaviours, set time table and voice prompts. 
• Ensure agents login/logout toggle numbers are reachable, check CTI/TAPI monitoring where needed. 

• If calls stay waiting though agents are logged in: check “Accept replaces header” for CUCM or SIP REFER support. 
• If queue behaviour/time table seems incorrect: verify correct time zone in queue settings (not just Windows). 
• If reports fail: check resources (memory), retention settings and export scheduling.

In a queue’s settings (or default settings) under “Behaviours Tuning”, you can set a Maximum Waiting Time (e.g., 300 seconds). Then define an overflow treatment: after this wait time expires, play a message and transfer the caller to a voicemail number (or hang up). That way, callers are not left waiting forever.

However, voicemail is still a dead-end experience and requires agents to call back later. For a smarter overflow, companies can route those long-wait callers to AI solutions (AI Virtual Receptionist, Digital Virtual Agents & Voice Virtual Agents), which provide 24/7 self-service, collect intents and key info, and only escalate to human agents when necessary – improving customer experience and keeping the queue under control.