Instead of letting callers hear a busy tone or continual ringing, Call Queueing automatically answers the call and then holds callers in order until a handler is available to answer. This feature is a valuable asset to companies with a consistently high volume of incoming calls or those that experience periodic surges of unmanageable call traffic.

ICQ Cloud Call Queueing

Calls can be queued on the system or in the cloud. Either way, whilst waiting, callers can hear music, periodic announcements or their position in the queue, meaning they can make an informed decision whether to wait, call back later or request a call back. The ‘call-back’ feature enables callers to reserve their place in the queue and receive an incoming call (to a number of their choice, not necessarily the number they called on) when they are next in line. The system dials automatically which means no additional work for your staff.

Our Intelligent Cloud Queueing (ICQ) solution is an excellent product that brings together effective call queueing and detailed visibility of call traffic. You may know how many calls you receive each day, but do you know how many calls don’t get through? We can show you the complete picture, giving you a full understanding of caller demands; including the number of calls received, peak call times and the average time you take to answer. What’s more, we can provide this information in real-time, so you can quickly flex your resourcing when you need to.

ICQ can be applied to any system (even those still utilising the ISDN network) as a stand-alone service enabling the handling of more calls whilst relieving pressure on the call handlers.


  • No busy tone or continual ringing
  • Every call gets through
  • Never run out of lines
  • Reduce missed opportunities
  • Answer more calls without compromising customer service
  • Allow callers to route their own calls or request a call-back
  • Music, messages and queue position announcements whilst on hold
Want to improve your user experience with Call Queueing?

What customers are saying

May 2013: We have dealt with Premier for the last 3 years and have always had an excellent standard of service from you. Your whole team are very professional in their approach.


Courtview Surgery, Kent

November 2017: We’ve had a great experience with Premier Patient Line. James was brilliant, very easy to talk to. Our engineers were great and all the work has been completed – Rob was excellent. We didn’t have any downtime during the switch over and we haven’t had any problems since. So far so good!


St Katherine’s Dock Practice, London

September 2017: Have received excellent service and would highly recommend Premier Patient Line. The whole process was dealt with very professionally by people who were competent and understood the way that GP Surgeries operate. The team received full training on operating the system and the most important part is that if there is a problem they are at the end of the telephone to help out immediately.


Haddenham Surgery, Cambridgeshire

September 2017: Very happy with the service and the team that came to install.  Thank you very much.


Jenner Health Centre, Peterborough

March 2017: Excellent service – very professional from start to finish.


Redwood House Surgery, Berkshire

August 2015: We have just changed over to Premier Choice.  Excellent service throughout.  Sales team have been great and engineer fitting the system in the week was brill.  No glitches at all during the changeover.  Highly recommended.


Nicola (Practice Manager), South London

July 2015: We have recently switched to Premier Patient Line (Premier Choice). The service we received has been excellent from sales consultancy to installation. Highly recommend it.


Merton Medical Practice, South West London

May 2015: Changed to this company in 2013 and have received excellent service. Would recommend them to any GP Practice.


John (Practice Manager), London

September 2014: I have been pleased with the whole process of changing our telephone system. The process went smoothly and the team is very knowledgeable and friendly. Over the two-day installation we hardly knew they were here and they were very accommodating to our requests. The new phones are very good and simple to use the whole team are very impressed with them.


Richard (Practice Manager), London

August 2014: Seamless transition to new system.  No problems and better value than our previous provider.


Helen (Practice Manager), Welwyn Garden City

July 2014: From the sales team, to the installation team, to the customer service team; it’s been a first class service.  So much better than our previous phone company! Plus their rates are half that of BT.  Result!


Guildhall Surgery, Folkstone

June 2014: An outstanding Telecoms supplier which made the transition from our current supplier seamless.  They provide modern reliable hardware and a technologically advanced communication system at affordable prices.


Cottons Medical Centre, Northamptonshire

May 2018: We’ve been a customer since 2011 and just had a new system put in.  The install was bang on and I couldn’t fault Ian, he was absolutely amazing.  He respected the fact that we still had a business to run and kept everything clean and tidy.  I know how to use the system perfectly. Best decision I’ve made!


Fairco Environmental Ltd, London

August 2018: Mark was very good getting everything sorted for our new system and contract. We’re happy with how the install went as the engineers were also very good. I’ve used Premier before and never had any problems.


The James O’Riordan Medical Centre, Surrey

September 2018: We’re very happy with Premier Choice – our install was smooth and we’ve had no problems at all. We’re glad we moved to them.


Ashwell Medical Centre, Bradford

August 2018: I have used Premier Choice on two previous occasions at different sites, I have always found them efficient, friendly and above all highly professional.


Jill (Practice Manager), Southampton

February 2019: Premier have been very helpful. The order form was very easy and straight forward and the engineers were brilliant. Overall we’ve been very happy in regards to the service.


The Uplands Medical Centre, Manchester

March 2019: Very happy with our system upgrade with Harvey. The engineer was fantastic so good – can’t recommend him enough, he just got on with it! The whole process was very good and we’re very happy with the service.


Alexandra Surgery, London

May 2019: Absolutely satisfied with the service so far. Everything is complete, engineers were seamless and fantastic, really helpful and very good with the queries – answered them spot on and left us with guides on the system as well as training us on the call recording software.


Lonsdale Medical Centre, London

May 2019: Staff are very helpful, very happy with service.

Newham GP Co-Operative Ltd, Newham

May 2019: We are new customers but so far any calls we’ve made have been dealt with efficiently and resolved quickly – thank you.

Medina Healthcare Surgery, Isle of Wight

June 2019: Very good service, thank you!

Sunbury Health Centre Group Practice

July 2019: 5/5 Excellent service as always.


The Triangle Group, London

July 2019: Very professional – 5/5


Loco Locale Ltd, London

July 2019: Always a good experience with technical support from you.


Tennant Street Medical Practice, Stockton on Tees

July 2019: Excellent service. Very knowledgeable and helpful engineer.


Victoria Medical Centre, Tyne and Wear

July 2019: Excellent service as always, thank you 🙂


Drs J McElligott & A Turner, Barnet

July 2019: Engineer arrived early, completed the work and explained everything to me. Very satisfactory, thank you!


The Smithy Surgery, Hyde

July 2019: 5/5 – Great fast service.


The Islington GP Group Limited, London

July 2019: 5/5 – excellent service thank you.


Better Staff Recruitment, Sidcup

August 2019: 5/5 – Very helpful from start to finish.


Shotfield Medical Practice, Surrey

August 2019: The engineer was very good nothing was too much trouble, did everything I needed him to do with no fuss or drama.


Bancroft Medical Centre, Orford

August 2019: 5/5 – Outstanding customer service and support from Dani Mills – 5 stars , couldn’t ask for better service.


Age UK, Lambeth
See all reviews