When more calls come in than people can answer, the queue is the difference between “we’ll hold your place” and a busy signal. Cannon VoIP includes real contact-center queueing on every account, the kind of holding, routing, and supervising features usually sold as a separate product tier.
How calls get to agents
Tools for supervisors
Skill-based routing sends calls to the agents equipped to handle them. Whisper lets a supervisor coach an agent mid-call without the caller hearing; barge lets them join when it’s needed. Queue recordings and call history keep training grounded in real calls, and supervisor controls keep all of it in the manager’s hands, not a support ticket.
When the queue shouldn’t be the answer
- Overflow: when waits get long, spill calls to another team, to voicemail with transcription, or to our Live Answering service so a real person still picks up.
- After hours: queues follow your schedules, so nights and holidays route differently on their own.
- Every queue gets a voice: queue greetings are written and recorded automatically, like the rest of the system’s audio.
Queues are configured in the self-service portal and included with service, part of the $34/extension plan, not a contact-center surcharge.
Queues shine hardest under seasonal load: see how the trades use them on our home services page.
Calls stacking up?
Tell us how your team answers and we’ll design queues that fit, strategies, callbacks, and all.
Talk to us about queueing