When more calls come in than your team can pick up, a call queue keeps callers organized: they hear hold music and updates while they wait, then connect to the next available agent. Unlike a ring group — which sends overflow straight to voicemail — a queue holds the line.
Call queues are managed by account administrators.
Step 1: Create the queue
- Go to Phone System → Call Queues.
- Click to create a new queue and open it.
- On the Configuration tab, set a Name (for example, "Support Queue") and a description.
Step 2: Choose how calls reach agents
The strategy decides which agent rings first:
| Strategy | How it works |
|---|---|
| Ring All | Rings every available agent at once |
| Round Robin | Shares calls evenly across agents |
| Longest Idle | Sends the call to whoever has waited longest for one |
| Top Down | Always tries your first-listed agent first |
| Fewest Calls | Routes to the agent who's taken the fewest calls today |
| Least Talk Time | Routes to the agent with the least talk time |
| Sequential | Rings agents in tier order |
| Random | Picks an agent at random |
Step 3: Set the waiting rules
- Max Wait Time (seconds) — the longest a caller waits before the queue gives up and (if enabled) offers a callback or drops to voicemail.
- Wrap-Up Time (seconds) — a short breather after each call before the agent is offered the next one, so they can finish notes.
Step 4: Shape the caller's experience
- Music on Hold — the audio callers hear while waiting (see Add and Manage Hold Music).
- Announce Queue Position — plays "you are caller number 3" and, with Position Announce Frequency, how often to repeat it.
- Join Announcement — a short message when the caller first enters the queue.
- Enable Callback — instead of waiting on hold, callers can choose to be called back when it's their turn. Recommended for longer waits.
- Record Calls — record calls handled by this queue (check your local recording-consent rules first).
Step 5: Add your agents
Open the Agents tab and click Add Agent. For each agent choose the user, their extension, and a tier (tier 1 rings first; higher tiers back them up). Add as many agents as the queue needs.
Step 6: Point calls at the queue
A queue has its own extension. Point a phone number at it, or add a voice menu option that transfers to the queue's extension (for example, "Press 2 for Support").
Step 7: Test it
Call in to confirm the greeting, hold music, and routing work. The queue's Statistics tab shows how many agents are logged in, available, on a call and on a break, live.
Call statistics are not collected yet. Calls waiting, average wait, service level, handled and abandoned show a dash rather than a number. The agent counts above them are real. Reporting for the calls themselves is on the roadmap; today, use Analytics → Call History and the ring-group reports for answered and missed call figures.
Tips
- Keep queues focused. Separate Sales, Support, and Billing so callers reach the right people.
- Set the overflow action deliberately. With no agent logged in, every caller takes it — voicemail, another extension, an outside number, or hang up.
- Log agents out at the end of a shift. An agent left logged in is still offered calls.
For a plain-language tour of how queues feel to callers and agents, see Call Queues Explained for Managers.