What is the function of call queues in 3CX?

Call queues in 3CX serve the important function of managing incoming calls, ensuring that callers are held until an agent becomes available to assist them. This system effectively distributes calls among available agents, enhancing efficiency and improving customer service by reducing the chances of callers getting frustrated due to long wait times. By placing calls in a queue, the system can also use features such as audio messages and music on hold, which can further improve the caller's experience while they wait.

This function of call management is crucial for businesses that experience high call volumes, as it allows them to prioritize responses and maintain a structured workflow. This management is not about blocking calls, conducting surveys, or recording for compliance, but rather about optimally utilizing resources to provide timely responses to customers needing assistance.