Call Queues
A queue is what a caller gets while nobody is free: something to hear, and a limit on how long they hear it. Past that limit the call does not evaporate. It takes one of four exits you picked in advance.
Queue: Support - EMEA
waiting 00:30The periodic file plays on the frequency you set. The music stops for it and restarts afterward, so nobody is talked over and nobody is left in silence.
Product figures from the platform’s own defaults - not customer averages
How it works.
The greeting, then the music
A welcome file plays before hold music starts. Music is per queue where you set it and the tenant's file where you do not, and it runs on a holding bridge rather than on the caller's own channel.
An announcement on a timer
A periodic file plays every so many seconds while the caller waits. The music stops for it and restarts on the same class afterward, so the caller never talks over it and never ends in silence.
Where a wait ends up
Waited too long, nobody available, nobody with the right skills, and a caller who has hit your repeat threshold are four separate destinations. Each is chosen on its own, and a blank one is a hang-up.
A cap on how many wait
Max length turns away the caller who would be one past the limit, and hands them to the nobody-available exit instead of adding them to a line that will not reach them.
One moment in every call.
Every call passes through the same seven. Call Queues is the lit one, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Wait ceiling
- Max wait defaults to 300 seconds; reaching it takes the timeout exit
- Queue length
- Max length 0 means uncapped; above it the next caller takes the no-agent exit
- Exits
- Timeout, no agent available, no skill match and repeat caller, each set separately
- Destinations
- Voicemail, queue, team, role, user, IVR, call flow, external number or SIP URI
- Welcome modes
- Always, only when nobody is free, or never, read on the way into the queue
- Announcements
- One file on a frequency you set. No position-in-line or estimated-wait announcement
- Repeat caller
- Nth call from a number to this queue in a window; defaults to 3 calls in 30 minutes
- Redirect guard
- One call is capped at 10 queue-to-queue redirects before it is stopped
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
20 capabilitiesFlows, queues, oversight and compliance screening on lines we run ourselves.
Decide what happens when your number rings, then walk a test call through it before a customer does. Thirty-nine nodes, nine categories, one canvas.
Coach a rep mid-call without the customer hearing it, then join outright if it turns. Moving between the three never drops the call or rings anyone again.
Reps stop sitting through ring-outs. More lines open than you have people, paced off your live answer rate, and the abandonment cap you set is a ceiling.
Hand the tempo to the rep on one campaign and take it back on the next. Preview waits for them to read the record; power opens lines the moment they are free.
Reps stop greeting voicemail. The line is judged person or machine before a headset is involved, so what lands in one is somebody who said hello.
Decide what callers hear in the first ten seconds, and where the ones who press nothing end up. Fifteen starting templates, built as a step in the flow.
A caller reaches somebody who can actually help. Agents short of the skill a queue asks for never see the call, and a failover catches what nobody can take.
Your best account stops waiting behind everybody else. Flag the lead and they skip the welcome and the cap, while aging keeps ordinary callers from starving.
Nobody re-explains themselves to the next person. Send the call straight on, or speak privately first, or merge to three and walk out without ending it.
When a call is disputed, who said the line is read off its own channel rather than argued out of the wording. Both sides captured, merged into one file.
One code is the whole of a rep's paperwork. Twenty-six behaviors hang off it, so the task, the callback and the do-not-call mark happen on their own.
A rep never has to choose which of your numbers to call from. Every one they may use is scored against the person being dialed, and they can still override.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Buy the number and it already knows where to send its calls. Search live carrier inventory, filter by country or by the digits it ends with, then claim it.
One number reaches a whole country and the caller pays nothing for it. Toll-free routes through the same flows and bills from the same wallet as local lines.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
The extension is the person, not the device. One number reaches your rep, and a live call walks from browser tab to desk phone without either side noticing.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Text from the numbers you already call on. The thread sits beside the calls to that contact rather than in a second app nobody on the floor ever opens.
Everything a caller hears that is not a person. Before you replace a prompt, the page names the menus, queues and mailboxes still playing the one you have.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See call queues on your own floor.
Thirty minutes, your numbers and your data. We will set call queues up live and you can decide from the thing itself rather than from this page.
14-day trial · no card · migration included