It's easy to make a call through the NRS - but sometimes, because of a surge in demand, all the relay officers are busy handling calls. In the past when this happened, some users couldn't get through. They got a busy signal or ‘engaged' message on their TTY and they had to hang up and ring again.
Call queuing will fix this problem. If there are no relay officers available, callers won't get an engaged signal. Instead, a message (voice or TTY) will ask the caller to hold for the next available relay officer.
Call queuing removes the frustration of having to hang up and redial. Instead, users will be able to wait on the line and make a connection with a relay officer as soon as their turn comes.
Users won't have to wait very long for a relay officer, and if they wait they won't have to pay for a second call.
