There will inevitably be busy periods for handling phone calls during the week which cannot be avoided. Providing callers with a clear apology message, or information about the Care Home, can help greatly when queuing calls is a necessity.
Large Care Homes may wish to consider Queue facilities such as time and position in queue, or advanced features such as Queue Callback, where the caller may elect to be called back when their call reaches the top of the queue, or called back on an alternate number.