Setting Up a Call Queue
What Is a Call Queue?
A call queue holds callers in line and distributes them to the next available agent. Callers hear music on hold while waiting and can be told their position in the queue. This feature requires the advanced call routing feature on your subscription plan.
How to Create a Call Queue
Open the Queue Form
Navigate to Call Routing > Queues in the sidebar, then click New Queue.
Enter a Description and Choose a Strategy
Describe the queue (e.g., "Support queue for customer inquiries") and select how calls are distributed to agents. See the strategy guide below.
Configure Timing
Ring Timeout: seconds to ring each agent (default 15). Retry Time: wait before trying agents again (default 5). Wrap-up Time: seconds after a call before the agent receives the next one (default 0).
Add Agents
After creating the queue, go to the Members tab to add extensions as queue agents.
Queue Strategies
🔔 Ring All
Ring every available agent at the same time.
⏱ Least Recent
Ring the agent who has been idle the longest.
📊 Fewest Calls
Ring the agent who has taken the fewest calls.
🎲 Random
Ring a randomly selected available agent.
🔄 Round Robin (Memory)
Rotate through agents in order, remembering who was last.
🔄 Round Robin (Ordered)
Rotate through agents in strict order, always starting from the first.
➡ Linear
Always try agents in the same fixed order.
⚖ Weighted Random
Randomly distribute calls, with higher-weighted agents receiving more.
Caller Announcements
You can keep callers informed while they wait: