Call center queues without the call center bill
Answer every caller straight away, hold them in order with music, and ring your team by strategy. Agents press 1 to accept, and you watch it all on a live wallboard. It runs on the Twilio or Telnyx account you already have.
Agents use any phone or mobile, no softphone required. TelBuddy is a flat software fee and never marks up minutes.
📞 3 waiting · longest 1:42
▸ +1 555-0142 · holding 1:42 · hold music
▸ +1 555-0177 · callback · keeps place #2
▸ +1 555-0190 · holding 0:18
Agents: Dana on a call · Luis ringing · Priya cooling off
✓ Today: 48 answered · 3 lost
What happens on a queued call.
Forwarding rings phones and hopes. A queue holds the line, then offers the next free agent in a controlled way.
Everything a hosted call center sells you
These are the features buyers shortlist on. Here they are part of the product, not a tier.
Hold music or spoken hold
Four ready-made tracks, or the URL of your own MP3 or WAV. Prefer words? Play a holding message instead.
Four ring strategies
Round robin, Priority, Ring all at once, and Ring the top tier at once. Trade speed against carrier call legs your way.
Press 1 to accept
A personal voicemail can never swallow a queue call. Agents hear who is calling before they connect.
Max wait and cool-off
Cap how long anyone holds, then fall through on purpose. Cool-off keeps ordinary mobiles workable as agent phones all day.
Callback, keep my place
Busy queue? Callers press a key, hang up and keep their spot. They are rung back in turn. How it works
Any phone, either carrier
Ring a mobile or desk line. Works the same on Twilio, Telnyx, or both side by side in one account.
See the queue while there is still time to act
Who is waiting and for how long, what every agent is doing, and today's answered and lost counts. Callers waiting for a callback show in their real place, so "3 waiting" means three people.
Switch agents on and off from the board. To hold, transfer or end a call in progress, open the live call board.
When max wait hits, the path is yours
Pick one deliberate ending. Nobody listens to hold music forever.
Voicemail
Recorded, transcribed, in the inbox.
Forward
Any number you choose.
AI receptionist
Optional. A conversation, not a beep.
Another queue
Support into Sales, loop-proof.
Message
Speak once, end cleanly.
Set up in one screen
Pick Call queue under Answered By, name it, set the maximum wait and greeting, choose hold music, and add your agents.
One product. No call center upsell.
Hosted call center software usually charges per agent for queues and a wallboard. TelBuddy plans differ only by numbers and seats. Everything below is on Starter.
✓Call queues and ring strategies
✓Callback, keep my place
✓Queue monitor wallboard
✓Live call board: hold, transfer, hang up
A few honest answers.
Are call queues an extra cost?
No. Queues, callback, the queue monitor and the live call board are on every plan, Starter included. Plans differ only by numbers and seats.
Do call queues work on both Twilio and Telnyx?
Yes. The queue runs on your own carrier account on either one, and you can mix both in one account. See Telnyx support.
What ring strategies can I use?
Round robin and Priority ring one agent at a time. Ring all at once and Ring the top tier at once ring several together, and the first to press 1 gets the call.
Why do agents press a key to accept?
So an agent's mobile voicemail cannot take the call. It is on by default and cannot be turned off for strategies that ring several agents at once.
What happens when the maximum wait runs out?
Voicemail, a forward, the optional AI receptionist, another queue, or a message and hang up. Queue to queue overflow is capped so a caller cannot be passed back and forth forever.
Does TelBuddy mark up call minutes?
No. Hold time and agent calls stay on your Twilio or Telnyx bill at your carrier's rates. Turn on queue callback and callers who take it stop using hold minutes while they wait.
Hold the line. Ring the right person.
Connect Twilio or Telnyx, set Answered By to Call queue, and go.