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Call Queue and Multi-Call Management

Allows agents to handle multiple calls at once with features like hold, switch, and transfer to avoid missed calls.

What It Does

The call queue lets agents handle multiple simultaneous inbound calls with the ability to answer, hold, switch between calls, resume, and transfer — all from the browser. Restoration companies often receive multiple calls at once. Without a queue, missed calls mean lost business. This feature lets agents manage a queue rather than missing calls.

 

How Incoming Calls Work

  1. A call arrives on one of your phone numbers
  2. Albi creates a conference room and places the caller in it with hold music
  3. All agents assigned to that phone number receive a real-time notification in their browser
  4. The call appears in the agent's queue

 

Answering a Call

  1. The agent clicks "Answer" in the browser
  2. The whisper plays (if configured), then the agent joins the conference with the caller
  3. First-click-wins — The first agent to click Answer claims the call. Other agents' notifications are automatically removed.

 

Putting a Call on Hold and Resuming

  • Hold — The agent puts the caller on hold. The caller hears hold music.
  • Resume — The agent picks the call back up from hold.

 

Switching Between Calls

If an agent has Call A active and Call B waiting:

  1. The agent clicks on Call B
  2. Call A is automatically placed on hold
  3. The agent is now connected to Call B

 

Transferring a Call

An agent can transfer the caller to an external phone number. The caller leaves the conference and is connected directly to the transfer target.

 

Call Status Reference

Status

What It Means

Waiting

Call is in the queue — no agent has answered yet

Active

An agent is connected to the caller

On Hold

Caller is on hold — the agent disconnected temporarily

Completed

Call finished normally

Abandoned

Caller hung up before an agent answered

 

Call Forwarding

If no agent answers within the configured number of rings, the call is automatically forwarded to the external forwarding number(s) you have set up on that phone number. The default is 5 rings (approximately 25 seconds: 5 rings x ~5 seconds per ring).

 

Decline Behavior

  • An agent can decline an incoming call notification
  • The call is only forwarded to external numbers when all assigned agents have declined
  • If only some agents decline, the remaining agents still see the notification and can answer