What is a Call Queue?

Example: If all support staff are busy, incoming calls can be queued with hold music and periodic updates until an agent is free.

Creating a New Call Queue

1. From the left navigation menu, navigate to: "UC Admin" → "Call Flow" → "Call Queues"

                   

2. Select  “+ Add Call Queue” in the upper-right corner.

                 

3. Complete the form with the following required information:

1. Assigned Account: Select the account this queue belongs to. This field only appears if you have not already selected an account from the main dropdown at the top right of the page.
2. Label: Enter a name used for internal identification (e.g., "Support Queue")
3. Extension Number: Assign any 3-5 digit extension number that the system will use to identify this queue for call routing purposes.

                  

4. Select “Add” in the lower-right to create the queue.

5. Once the queue is created, you’ll be redirected to a page where you can further customize it (refer to Step 4 in the Management section below).

Note: A Queue can be created without an extension, but it will not be functional until an extension is assigned.

Managing Existing Queues

1. From the left navigation menu, go to: "UC Admin" → "Call Flow" → "Call Queues"

                   

2. From the list of existing call queues, select the name of the queue you wish to edit to open it's settings.

3. You'll have access to several configuration tabs:

1. General
   
1. Update label, description, notes, extension number, and dialing address (unique number that can be dialed from anywhere in the platform by any phone or extension)
2. Add or remove members (extensions)
   
3. Set a failover destination for calls that time out or cannot be answered
   

1. Advanced
   
1. Enable/disable key behaviors:
   
1. Skip busy agents - if an agent is on the phone, don't bother them with a new incoming call
   
2. Send hangup events - if an agent misses a call, log them out of the queue
   
3. Call recording - recordings will be available under "Reports" → "Call History"
4. Callback/virtual queueing - allow the caller to push * (star) to hold their place in line
   
5. Position announcements - every 60 seconds, let callers know their place in line

• Adjust timing settings:
  
• Wrap-up time – how long agents rest between calls
  
• Agent cycle duration – how long to ring each agent
  
• Queue timeout – maximum hold time
  
• Choose a ring strategy (e.g., fewest calls, least-recent) and ring mode (only ringing, only music, or hybrid)
• Select a hold music album
• Configure periodic announcements (recording + interval time)
• Add CDR tags (label calls for easier sorting and reporting), webhooks (for real-time integration with external systems), or automations (to trigger actions based on queue activity)

1. Menu Options
   
1. Add or edit menu option destinations by clicking "+ Add Destination" at the upper right or click on the activation digit you would like to edit
   
   
   
   

1. Dependency Tree
   
1. Visualizes where the queue fits within your overall call flow
   
2. Helpful for troubleshooting and optimization
   

Be sure to click “Update” at the bottom of the screen to save your changes before navigating away.