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Call Queues hold inbound callers in a waiting pool until an agent becomes available. The queue plays hold music or comfort messages and distributes callers to the next available agent based on the configured strategy. Call Queues are the primary mechanism for managing inbound call volumes.

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Queue list fields

Always configure a fallback destination for Call Queues. If the queue fills to capacity or the timeout expires, callers with no fallback are disconnected, leading to a poor customer experience and missed contact opportunities.

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Create a call queue

1

Open the form

Click + Create Call Queue.
2

Configure core settings

Set Name, Strategy, Welcome Prompt, Call Waiting Prompt, timeouts, Call Mode, and Status.
3

Add member agents

In the Extension section, add each SIP device that should serve this queue. Use + Add More for each agent.

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Core settings

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Extension (member) section

Ensure at least 3 to 5 agents are assigned. A single-agent queue is a single point of failure. If that agent goes on break, all calls will time out to fallback. Monitor queue wait times in the Realtime Dashboard to spot understaffing before it impacts SLA.