Set up Call Queues

A call queue lines up your callers in a queue while your users or employees are busy with other calls. The queued calls are distributed to your next available user in the order they are received, allowing you to serve your customers promptly, courteously, and efficiently.

When a new call comes into the queue, the call is distributed in priority order to the primary members in the call queue group. A call queue group is a group of agents who will take the calls that come into that queue. The participating members, and their priority within the queue, are defined by the queue administrator when the queue is set up. Each queue can also have secondary members set up to handle overflow calls to the primary group of members. Primary and secondary groups work as follows:

  • Agents in the primary extension group are called first (in priority order). When all agents in the primary group are busy, calls in the queue are routed to the secondary members until the maximum number of callers in the secondary queue has been reached.
  • When the maximum number of callers in the queue has been reached and all agents in the primary and secondary extension groups are busy, the next caller is forwarded to the queue’s voicemail. The maximum number of callers can range from 1 to 20 and is set by the queue administrator.

Calls coming through the queue are distributed on a cyclic, round robin basis based on agent availability. If all agents on your primary and secondary queue extension groups are busy, and the maximum number of callers in queue has not been reached, the next call that comes into the queue will go to the queue IVR message. Queue administrators can set how often this repeating message plays as the caller waits for the next available agent. If all agents remain busy, this caller hears the hold music, followed by a repeating Queue IVR. At this point, the caller has the option to leave a voicemail in the queue voicemail box or to continue to hold until the next agent becomes available.


  • Configure greetings, messages, and hold music for callers while they wait to be served.
  • Define the maximum number of calls (up to 20) to wait in the queue.
  • Allow users to log themselves in and out of queues, if desired.
  • Assign a user to one or more call queues. Users can switch between call queues as needed.
  • Allocate primary and secondary member groups. Members must be part of the same phone system, but can come from multiple sites.
  • Allocate multiple phone numbers to a call queue.
  • Access a voicemail box for each queue.


In a multi-PBX system all the users in one call queue must reside within the same PBX or phone system.


Refer to the following frequently-asked questions for more information: