Who answers, and when.
Give each department a team behind it. Subscribe to the work you cover, set your hours, and let availability follow the people doing the job.
Or talk to Quill live in your browser →Four moves, one page.
Each person sets their own hours on their Notifications page. An admin can set a teammate’s from Team, the same way.
Different people. Different hours. One queue.
A morning shift, an evening teammate, someone in another time zone. Lay everyone’s saved hours on one week and the gaps show themselves.
Saturday 2 PM to Sunday 10 AM.
Nobody is on Maintenance for twenty hours. The week shows it before a caller finds it, so you can cover it or leave it on purpose.
- Quill tells the caller straight. When Quill Concierge answers the line and the caller asks for Maintenance, it finds nobody on and offers to take a message. Quill Concierge is on Pro and Advanced.
- Nobody is pinged off the clock. Queue notifications follow each person’s hours, so Lena’s phone stays quiet on Saturday night.
- The work still lands in the queue. Calls, texts and emails are sorted into Maintenance as they arrive, and its loose ends go to Maria, the queue’s owner.
Cover more than one department.
Subscribe to Maintenance, Billing or any queue your organization creates. Each subscription has its own hours and notification switches.
Make coverage deliberate.
Administrators can assign teammates to queues and set their hours. Assigned subscriptions stay in place until an administrator removes them.
Give the follow-up an owner.
Set an owner for a queue to receive its loose ends automatically. Leave it shared to notify subscribers about unassigned work.
Explore Loose Ends →The right alerts for each queue.
Every queue you are on has its own Push and Email switches, so the one you cover daily can buzz your phone while another only emails.
- MaintenanceOn dutyMon–Fri 9:00 AM–5:00 PMPushEmailHoursLeave
- BillingOff dutyMon, Wed 1:00 PM–4:00 PMPushEmailHoursAssigned by an admin
- AmenitiesOn dutyAll day, every dayPushEmailHoursLeave
- Direct transferOn now · until 5:00 PMMon–Fri 9:00 AM–5:00 PMHours
Push and email, per queue.
Two switches on every queue you are on. Turn one off and that queue stops using it; your other queues keep theirs.
Your hours decide when.
A queue reaches you only while you are on duty for it. A queue with no hours set is on all day.
Quiet hours hold the rest.
Set quiet hours once and push alerts wait until morning. Let calls through if you still want to be rung.
Know who is there before offering a transfer.
On Pro and Advanced, Quill Concierge checks a department or a named teammate before it connects a caller. Named transfers follow their own hours.
When someone asks Quill to be transferred to you by name, Quill connects the call only during these hours. Leave it empty to stay unavailable for direct transfers.
On now · until 5:00 PM Times in Central Time.
Hi, can I speak to Maria?
Maria is available… transferring you now.
Transferred to Maria Chen
Before it answers, Quill checks Maria’s direct transfer hours: Mon–Fri 9:00 AM–5:00 PM, Central Time.
Department subscriptions
No saved time windows means always on. Add work hours when you only want to cover specific days and times.
Named direct transfers
No saved time windows means unavailable. Add hours before callers can reach you through Quill by name.
Connect the schedule to the rest of the work.
Choose how each number rings.
Configure a team ring sequence, direct line, phone menu or Quill for each number.
Explore call routing →See the lines right now.
The Lines dock shows ringing lines, active teammates and calls handled by Quill.
Explore the Lines dock →Talk with the team.
Use direct messages, group threads and teammate calls when a quick conversation helps.
Explore team communication →Questions about queues and schedules
A queue is a department or category, such as Maintenance or Billing, with subscribed teammates, notification preferences and availability hours. These department queues do not hold callers in a waiting line. The phone line’s sequential ring order is configured separately in call routing.
Yes. In My Queues, subscribe to the departments you cover and configure the notification channels and hours for each subscription. Administrators can also assign members; an admin-assigned subscription cannot be removed by that member.
Set start and end times for each working day, or use the weekday 9–5 preset. Hours use your selected timezone, falling back to the organization’s timezone when you have not selected your own.
For a department subscription, no saved windows means always on, 24/7. Named Direct Transfer availability is different: no saved windows means unavailable. Set explicit hours for the way you want to be reached.
Yes. Each subscription has its own push and email switches. Subscription hours determine when queue notifications apply, and your quiet hours can hold push alerts overnight.
Yes. Quill can check a department or a named teammate and ask the caller whether they want to connect when someone is available. If nobody is available, it can offer to take a message. Quill Concierge is available on Pro and Advanced.
An administrator can set a queue owner. Loose ends in that queue are assigned to the owner automatically. Without an owner, they remain unassigned and queue subscribers are notified.
Ring order is configured on the phone number. It decides the sequence in which teammates are rung. Queue subscriptions and availability describe department coverage and notification preferences. Explore Call Routing for the per-number settings.