Call queues
Queues hold callers and ring your agents. Choose who rings, one at a time or all at once, how long callers wait, priority, capacity, wrap-up time and hold music.
On this page
A call queue holds callers while it rings your agents. A call flow's Route to queue step sends callers into one. Several lines can use the same queue, and one line can use several.
Queues are on the Queues tab of Settings > Channels > Voice. The list shows each queue, how many callers are waiting in it now, the lines that route to it, who it rings and how calls are shared. Click Add queue to make one, or click a queue to change it.
Settings#
| Setting | What it does |
|---|---|
| Name | What you see in the call flow and the reports. |
| Queue on | When off, the call flow skips the queue and goes to its next step. Callers already waiting stay until their wait ends. |
| Priority queue | Callers in a priority queue ring agents before callers in any other queue. |
| Limit how many callers wait | The most callers waiting at once, from 1 to 100. Callers who find the queue full skip it; in the flow, the queue's Queue full branch takes them when you turn it on. |
| Who rings | Every available agent, or one team's members only. |
| How calls are shared | Round robin rings one agent at a time, starting with whoever has been free longest. Broadcast rings every available agent at once, and the first to answer takes the call. |
| Ring each agent for | 10 to 120 seconds before round robin moves on to the next agent. |
| Longest wait in the queue | 15 seconds to an hour. After that the call flow's next step runs, such as voicemail. |
| Wrap-up time | After a call, the agent is not rung again for this long, 10 seconds to 10 minutes, so they can finish their notes. |
| Hold music | The built-in music, or an MP3 or WAV file you upload. |
Who counts as available#
An agent is rung when their browser phone is on and ready, they are not on another call, and their wrap-up time has passed. See Answer and make calls. The live calls page shows each agent's state right now.
Delete a queue#
Open the queue and click Delete. A queue that a call flow still routes to cannot be deleted; change those flows first.
Related articles
- Call flows and phone menusBuild what callers hear and where each call goes: hours, menus, queues, voicemail, forwarding and more, as a tree of steps you edit on the voice line's page.
- Take phone calls in the helpdeskPut a voice line on one of your numbers so calls ring your agents in the browser, every call becomes a ticket, and you control greetings, queues, voicemail and recording.
- Answer and make callsTake calls in the browser, from the incoming call banner to the call bar (mute, hold, record, transfer, hang up), call a customer from a ticket, and fix calls that do not ring.
- TeamsGroup agents into teams so tickets, views and reports can follow how your support team is really split, then add, remove or delete members.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.