> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ringingo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Hold Callers with Ringingo Call Queues

> Call Queues hold inbound callers until an agent is available. Configure strategy, hold audio, timeouts, and member assignments.

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.

## Queue list fields

| Field         | Description                                                            |
| ------------- | ---------------------------------------------------------------------- |
| Queue Name    | Unique identifier for the queue.                                       |
| Strategy      | Round Robin, Least Recent, Ring All, or Fewest Calls.                  |
| Max Callers   | Max callers that can wait simultaneously. Overflow routes to fallback. |
| Timeout       | Seconds a caller waits before being sent to fallback.                  |
| Music on Hold | Audio played while callers wait.                                       |
| Agents        | SIP devices assigned to serve this queue.                              |
| Status        | Toggle to activate or deactivate.                                      |

<Info>
  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.
</Info>

## Create a call queue

<Steps>
  <Step title="Open the form">
    Click **+ Create Call Queue**.
  </Step>

  <Step title="Configure core settings">
    Set Name, Strategy, Welcome Prompt, Call Waiting Prompt, timeouts, Call Mode, and Status.
  </Step>

  <Step title="Add member agents">
    In the **Extension** section, add each SIP device that should serve this queue. Use **+ Add More** for each agent.
  </Step>
</Steps>

### Core settings

| Field               | Required | Description                                                     |
| ------------------- | -------- | --------------------------------------------------------------- |
| Name                | Yes      | Unique queue name.                                              |
| Strategy            | Yes      | Round Robin, Least Recent, Ring All, or Linear.                 |
| Welcome Prompt      | No       | Played once as the caller enters the queue.                     |
| Call Waiting Prompt | Yes      | Recurring audio or hold music while waiting.                    |
| Call Queue Timeout  | No       | Max seconds in queue before fallback. Blank waits indefinitely. |
| Agent Timeout       | No       | Seconds an agent's device rings per attempt before moving on.   |
| Call Mode           | No       | Set PBX for standard SIP routing.                               |
| Status              | Yes      | Enable to activate immediately.                                 |

### Extension (member) section

| Column         | Description                                      |
| -------------- | ------------------------------------------------ |
| Extension Name | Display label for this agent slot in the queue.  |
| SIP Device     | Registered device to add to the queue.           |
| Position       | Position number for ordered strategies (Linear). |
| Level          | Priority tier for tiered strategies.             |
| + Add More     | Add another agent row.                           |

<Tip>
  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.
</Tip>