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Difference Between Horizon Call Queue and Call Centre

 

Call Queue

This could be considered a basic call centre. You can queue up to 25 calls with simultaneous ring only. This requires one Horizon call queue licence for each user but it could be used to announce a message for free and then send the call to a hunt group.

Has music on hold, comfort message and option for welcome message with mandatory or only play if call hits a queue.

 

Call Centre

This is a more advanced call centre. You can queue up to 50 calls and has all the distribution options of a Hunt Group. It requires one Horizon call queue licence for each user but it could be used to announce a message for free and then send the call to a hunt group.

Also has a call wrap time allowance before next call presented plus the option to break out of queue and leave a voicemail. You MUST turn on voicemail for the option.

Has music on hold, comfort message and option for welcome message with mandatory or only play if call hits a queue.

 

Stranded call is call in queue when all agents have logged out.

Bounced call is effectively is how to long ring agent before next action

Wait time and position in queue is only played once.

 

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