Call queues

Call queues that keep callers waiting less

When everyone is busy, callers wait in line with music or ringing instead of hearing a busy tone. Calls are shared fairly across your team, and if the wait gets too long, the AI agent or another team can step in.

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  • 5 ring strategies
  • Live queue monitoring
  • Overflow to an AI agent
Ring strategies

Decide who gets the next call

Pick the strategy that matches how your team works. You can change it at any time, even during a busy day.

  1. Ring all phones togetherEveryone in the queue rings at once. First to pick up gets the caller.
  2. Round robinCalls take turns through the team, so the work is shared evenly.
  3. Phone called least recentlyThe person who has waited longest since their last call goes next.
  4. Phone with the fewest callsThe person who has taken the fewest calls today goes next.
  5. Random phoneA free phone is picked at random each time.
Settings

Every limit is yours to set

Four numbers decide how a queue feels to your callers and your team. Set them per queue.

5–120 sRing each phone before moving to the next one
0–300 sPause after a call, to finish notes
1 hourLongest wait, or until answered
200Callers allowed to wait at once

What callers hear

Music on hold or a ringing tone, plus an optional welcome message from your audio store.

If nobody answers

The call moves to the no-answer destination you pick:

  • IVR
  • Ring group
  • Another queue
  • AI agent
  • Number
  • Phone
  • Conference
  • Announcement
  • Recording
  • Hang up

When no phone is available at all, callers can skip the wait and go straight there.

Who uses queues

Made for teams that can’t answer every call at once

Customer support

Share calls fairly across agents and watch waiting times live.

Order lines

Hold callers during busy sales periods instead of losing them.

Clinics and test results

One line, many callers at 9 am. A queue keeps the morning calm.

Ring group or queue?

Not sure you need a queue?

If your team can usually answer straight away, a ring group may be all you need.

At a glanceRing groupQueue
Best forSmall teams, reception, sales desksSupport lines and busy order lines
When everyone is busyMoves to the no-answer destinationCallers wait in line with music
Sharing calls fairlyRandom or hunt orderRound robin, least recent, fewest calls
Live viewLive now panelWaiting, ringing, talking and free agents

Learn about ring groups

FAQ

Call queue questions

Still unsure about something? Ask us directly

What is the difference between a queue and a ring group?

A ring group rings phones and, if nobody answers in time, moves the call on. A queue holds callers in line, with music or ringing, until someone is free, and spreads calls fairly across your team. Use queues when more people call than you can answer at once.

How long can callers wait?

You choose: from a few seconds up to an hour, or until answered. You can also cap how many callers may wait at the same time (up to 200).

Can callers skip the wait when nobody is available?

Yes. Turn on “send straight to the no-answer destination when no phone is available”, and choose where those calls go, the AI agent for example.

Can my team take a short break between calls?

Yes. Set a pause after each call, from 0 to 300 seconds, so people can finish notes before the next caller arrives.

Can I see the queue live?

The Queue page shows a live chart of callers in queues over the last five minutes, and for each queue the number of callers waiting, ringing and talking, plus free agents.

Keep exploring

Related features

Ring Groups

Ring a whole team at once, in order or in turns.

Learn more

IVR Phone Menus

Press 1 for sales: menus that route callers properly.

Learn more

AI Phone Agents

Answer every call with a voice agent that follows your rules.

Learn more

Set up your first call queue

Create a free account, add your team’s phones and pick a ring strategy. If the wait gets too long, the AI agent can step in.

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