If you are going to use queuing, I would recommend using an announcement device. If you have a merlin messaging R2.5 or later, this has them built in. If not, then would need to purchase one, possibly two. Without an announcement, the caller would hear ringing followed by a beep instead of Music on hold. Once the call is placed in queue, the primary announcement device would kick in saying something like, "all our agents are busy handling..yadda, yadda, yadda" the click, MOH, then if you had a second one, it would kick in every so many seconds with the usual speech of "they are still busy, please continue..yadda..yadda..yadda". This way, they hear MOH. This is all programmed under extensions...group calling. As well, You can change your queue controll and overflow options with time and number of calls. As well, another nice option is queue alarm. You program a Group calling auto-dial button on the agents phones, *22{group number} then you set your alarm threshholds, when you have lets say 2 calls in queue, the light will blink on their phones, telling them they have 2 calls in queue, when you have let's say 5 calls, the light will flutter, 8 calls, the light will remain steady, indicating that you should hurry with the phone calls. Hope all this helps.
