Callers stop waiting blind
Position announcements, estimated wait and an offer to hold their place with a callback replace an anonymous queue that people abandon.
Contact Centre
A contact centre your supervisors can actually run.
Skills-based queues put callers with the right agent, callbacks protect the wait, and live dashboards show supervisors what is happening while they can still do something about it.
- Skills-based routing
- Queue callback
- Live supervisor view
Example
Supervisor view Live
3Waiting
1:12Longest wait
4Agents on
128Answered today
Queue · Customer support
- 1+1 (514) 555-01030:48Waiting
- 2+1 (613) 555-01610:31Callback requested
Agents
- REReceptionReady
- CUCustomer support 1On a call
- CUCustomer support 2Wrap-up
- SASales 1Ready
3CTel Contact Centre is cloud contact centre software for Canadian teams that handle a high volume of calls. It queues callers in order, routes on agent skills and language, offers callbacks instead of holding, and gives supervisors wallboards, live monitoring, recording and historical reports against service-level targets. Agents work from the desktop app in the office or at home, and the AI receptionist can absorb overflow.
What changes for your business.
The right agent takes the call
Skills, language and priority decide who rings — so a French billing question does not land with an English-only technical agent.
Supervisors manage the day, not the post-mortem
Live queue depth, longest wait, agent status and service-level view let a supervisor pull people in before the backlog builds.
Coaching is based on real calls
Monitoring, whisper, barge and recording give team leads a way to develop agents from actual conversations instead of impressions.
Core capabilities.
Queues with announcements and overflow
Position and wait messaging, priority levels, maximum wait rules, and overflow to another queue, a mailbox or the AI receptionist.
Skills-based routing
Route by language, product, account tier or certification, with weighted skill levels and a fallback group when nobody qualified is available.
Queue callback
Callers keep their place in line and get a call back when an agent frees up, which shortens the visible wait without losing the contact.
Agent status and wrap-up
Ready, on call, wrap-up, break and unavailable reasons — so scheduling and adherence reflect what agents are really doing.
Monitoring, whisper and barge
Listen to a live call, coach the agent privately without the caller hearing, or join the conversation when a call needs rescuing.
Wallboards and live dashboards
Queue and agent boards for the floor or a manager’s second screen, with the metrics and thresholds each team cares about.
CRM screen-pop and click-to-call
Where an integration is available, the caller’s record opens as the call connects and outbound dials start from the CRM.
Recording and historical reporting
Recording by queue or agent, plus interval reports on volume, answer rate, abandons, handle time and service level against the targets you set.
Common use cases.
Customer-service teams with a single published number
One number, several skill groups behind it, with routing by language and issue type instead of a long touch-tone menu.
High-call-volume operations
Order lines, dispatch desks and claims teams use callbacks and overflow to absorb spikes without stranding callers.
Outsourced and internal call centres
Multiple client queues, per-queue reporting and supervisor scopes so each team only sees what belongs to them.
Support desks moving off a basic ring group
Teams that outgrew “everyone’s phone rings” gain queue order, wrap-up time and reporting they can staff from.
AI agents in front of and behind the queue
The AI Receptionist resolves routine calls before they queue and captures the reason for the rest, conversation intelligence summarizes each call for the supervisor, and an AI workflow opens the ticket and schedules the callback the agent promised.
Setup and migration.
Contact centre design is mostly decisions, not configuration. We work through those first, then build.
Map queues and skills
We define the queues, which skills route to which agents, priority rules and what should happen when nobody is available.
Agree the measures
You set the service-level targets, wrap-up allowance and abandon definition your reports will use, so numbers mean the same thing to everyone.
Build, integrate and staff
Queues, dashboards and recording are configured, CRM integration is scoped where available, and agents and supervisors are given their roles.
Pilot with one queue, then expand
A single queue goes live first so supervisors can validate routing and reporting before the rest of the floor moves over.
AI in this product
AI in the Contact Centre
Agents get help during the call, wrap-up after it and supervisors get coaching signals, all under approval rules you set.
Real-time agent assist
During a call, suggested answers drawn from your approved knowledge and the relevant customer records appear on the agent's screen as the conversation unfolds, and the agent decides what to use.
Automatic wrap-up and disposition
When the call ends, a summary, disposition and ticket are prepared for one-click approval or filed automatically, so agents move to the next contact sooner.
Coaching and quality signals
Transcripts are scored against criteria you define, such as greeting, verification and closing steps, and calls worth reviewing are surfaced to supervisors with the moment in question marked.
Common questions, answered directly.
What is the difference between a contact centre and a business phone system?
A business phone system routes calls to people and groups. A contact centre adds the layer a team needs when calls exceed the people available: ordered queues with position and wait announcements, skills-based routing, callbacks, agent states such as available and wrap-up, live supervisor views and service-level reporting. Both run on the same platform, so a queue can be added to an existing system.
How does skills-based routing work?
Each agent is tagged with skills: language, product line, billing, technical support or any label you define. When a caller chooses an option or dials a specific number, the queue offers the call first to agents with the matching skills, then widens to a fallback group if none are free within the time you set. Priorities can favour a senior agent for complex queues.
What does a supervisor see in a cloud contact centre?
A wallboard shows each queue’s calls waiting, longest wait, agents by state and service level against target in real time. Supervisors can listen to a live call, whisper to the agent or join, subject to the permissions granted to their role. Historical reports break volume, answered, abandoned, handle time and wrap-up down by interval, queue and agent.
Learn more
- Ring groups vs call queuesTwo ways to share incoming calls, and the team size where one turns into the other.
- Call queueCallers wait in order and are delivered one at a time to the next free agent.
- CCaaS (Contact Centre as a Service)Cloud contact centre software: queues, skills routing, callbacks, supervisor tools and reporting.
- Customer serviceThe phone workflow behind a support desk that answers, follows up and improves.
- Contact centre softwareQueues, skills, callbacks, wallboards and reporting for teams of 5 to 50.
Learn more
Works with the tools you already use.
Integrations are scoped during planning based on your systems; availability is confirmed before activation.
- SalesforceCRM
- HubSpotCRM
- Zoho CRMCRM
- ZendeskHelpdesk
- FreshdeskHelpdesk
- Microsoft TeamsCollaboration
- Webhooks & APICustom
Related products.
Call Analytics
See what your phone traffic is actually doing — and staff for it.
Learn more: Call AnalyticsAI Receptionist
Answers, understands and books — in English and French.
Learn more: AI ReceptionistBusiness SMS
Text from the number customers already call — as a team, not from a personal phone.
Learn more: Business SMSHigh Call Volume Teams
Queues, callbacks and analytics for teams that are always busy.
Learn more: High Call Volume TeamsAcross Canada
Contact Centre by city and province
Frequently asked questions.
A ring group rings phones. A contact centre queues callers in order, routes on skills, offers callbacks, tracks agent states and reports on service level — the things a supervisor needs to manage a team.
Yes. Agents log in from the app on a laptop with a headset, and supervisors see the same statuses and dashboards regardless of where the agent is sitting.
Yes. Language is a routing skill like any other, set from the caller’s menu choice or the number they dialled, with a fallback group when no bilingual agent is free.
Monitoring, whisper and barge are permissions granted to specific supervisor roles. Notify your team about monitoring and recording practices as part of your internal policy.
Live queue and agent views plus historical reports by interval, queue and agent covering volume, answered, abandoned, handle time, wrap-up and service level against your targets.
Yes. A queue can hand callers to the AI receptionist after a set wait or outside staffed hours, so they can book or leave a summarized message instead of holding.
Design your contact centre with someone who has built them.
Bring your queues, languages and volumes — we’ll map the routing and reporting before anything is configured.