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Mango9

Call Centers

Organize incoming enquiries into a waiting queue and send them to the right available team member.

In the CRM: Voice Features → Phone System → Applications → Call Centers

Give a busy sales line an answering plan

Call Centers is where you configure the queues your phone team answers. A queue holds incoming callers while the system offers their calls to agents using your chosen ringing strategy.

A business receiving enquiries from ads can give callers a greeting, distribute calls across the team and choose a useful destination if the waiting time is reached. Telnyx carries calls to the purchased number; Mango9’s queue organizes how the team answers them.

An unsaved new-enquiries queue using Longest Idle Agent as the example strategy. Select the image to enlarge it.

Prepare the people and the queue

  1. Create the team’s users and extensions first, so each person has a phone destination.
  2. Open Voice Features → Phone System → Applications → Call Centers. Choose Agents to add the people who will answer queue calls.
  3. Return to Call Center Queues and choose Add. Enter a Queue Name and an unused Extension.
  4. Choose the Greeting, Language and Strategy.
  5. Assign the available agents in the queue’s Agents area. Review their Tier Level and Tier Position for the routing arrangement.
  6. Choose the waiting audio, timing and Timeout Action, add a Description and save the queue.

Choose how agents receive calls

The agent assignments and their tiers work with the chosen strategy. Create the agents before adding these assignments; the queue shows the Agents area once agent records are available.

Choose how agents receive calls
StrategyUseful when
Ring AllThe available team should have an opportunity to answer together.
Longest Idle AgentThe person who has waited longest since a call should get the next opportunity.
Round RobinYou want calls offered around the team.
Top Down or an ordered strategyYou have a preferred order for the people answering.
Agent With Least Talk Time or Fewest CallsYou want the distribution to consider recent talk time or call counts.

Decide what happens while callers wait

Choose Music on Hold and any Announce Sound and Announce Frequency that fit the experience you want callers to hear. Queue Limit controls how many callers can wait.

Max Wait Time and the no-agent wait controls set the waiting behavior. Timeout Action chooses the destination used when the maximum wait is reached.

Use a voicemail or another configured destination that gives the enquiry a useful next step. Review the no-agent behavior as well as normal busy periods.

Review these values for your staffing plan and choose a Timeout Action. The screenshot shows an unsaved form. Select the image to enlarge it.

Connect the queue to the advertised number

  1. Open Destinations from Quick menu on the Phone System dashboard.
  2. Open the incoming business number and select the saved queue in Actions, or use the queue as an IVR menu option or Time Condition destination.
  3. Save the intended route and ensure the assigned agents are available to answer.
  4. Call the public number to check the greeting, agent ringing and the outcome when calls are unanswered.
  5. Open Applications → Queues, or the queue’s View control, to review live activity.

Use the additional controls for a clear purpose

Tier Rules control when other groups of agents become eligible to answer. Time Base Score settings affect queue priority. Keep these aligned with the team’s service plan.

Discard Abandoned After and Abandoned Resume Allowed control how the queue treats someone who hangs up and calls again. Exit Key lets callers leave the queue through the configured exit behavior.

Caller ID Name Prefix can help staff recognize the enquiry line. Review Record when call recording is part of the business process.

Use the queue to support marketing response

For an estimate campaign, distribute new calls among the sales team and leave time after each call to record notes or book the consultation. Use a prepared SMS template for the agreed follow-up.

For a lead or call seller, assign the buyer destinations and delivery rules in Sell Leads & Calls. Queue agents organize the staff answering a destination, while the campaign manages the commercial delivery arrangement.

Configured AI agents can handle service conversations and appointment booking on the numbers assigned to them. Plan the staffed queue, AI handling and after-hours destination as one customer journey.