sentences:  Call centers don't measure this "virtual queue" time as "queue time" because the caller is free to pursue other activities instead of listening to hold music and announcements.The voice circuit is released between the ACD and the telecommunications network, so the call does not accrue any queue time or telecommunications charges.Universal queue (UQ) is concept in contact center design whereby multiple communications channels (such as telephone, fax and email) are integrated into a single 'universal queue' to standardize processing and handling, enabling coherent customer relations management (CRM).