With TrackDrive, you can place callers on hold when all your agents are busy. The system continuously checks for available capacity and automatically connects the next caller in the queue when a buyer or agent becomes free.
If the hold queue is full, you can configure an automatic callback at a later time. Callers are notified and re-contacted when capacity opens up — keeping leads warm without dropping them.
Queue Configuration
Hold queue behavior is configurable per offer, giving you control over capacity and caller experience:
- Queue capacity — set the maximum number of callers that can wait in the queue simultaneously
- Max hold time — define the longest a caller can wait before the system takes a fallback action
- Hold music — customize the audio played to waiting callers on each call router
Hold Queue Handlers
TrackDrive auto-creates three hold queue handlers on every offer, each with a configurable fallback action:
| Event | Default Action |
|---|---|
| Caller placed in hold queue | Play hold music |
| Hold queue is full | Record voicemail |
| Max hold time exceeded | Record voicemail |
Callback Behavior
When a caller hangs up or the queue overflows, TrackDrive can schedule an automatic callback. The callback behavior is configurable per offer:
Handle as New Call
Treat the callback as a brand-new inbound call. The caller enters the IVR from the beginning and is matched to the best available buyer at that moment.
Reconnect Previous Buyer
Route the callback directly to the same buyer who previously handled the caller, ensuring continuity in the conversation.
Connect New Buyer
Skip the previous buyer and route to a different available buyer, useful when the original buyer is no longer available.
Recurring Call Rules
Prevent unnecessary repeat contacts with configurable duplicate and repeat detection:
- Prevent Duplicates — block callbacks from callers who have already converted within a configurable dedup timeframe
- Prevent Repeats — block callbacks from callers who have already been answered within a configurable timeframe
- Anonymous caller handling — option to ignore duplication rules for callers with anonymous CallerID