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 afterwards, 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 afterwards, 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 media we operate.
Thirty-nine nodes across nine categories. Drag them onto the canvas, connect the branches, and dry-run the whole path before you publish it.
Three states of one connection. Hear the call, coach the rep without the customer knowing, or join outright - and the audio path redraws as you switch.
Open more lines than you have reps, paced against live answer rates, and hold the abandonment cap you set. Every connect opens the record it belongs to.
Set the mode per campaign. Preview lets a rep read the record first, autodial moves on after wrap-up, and power opens several lines per agent.
Detection listens to the first moments of a connect and drops greetings, dead air and IVR trees. What lands in a headset is a person who said hello.
Build the menu callers hear as a step in the flow, with fifteen starting templates from a plain auto-attendant to compliance-screened inbound.
Match a caller to the agents who can actually help, on all, any or weighted skill matching, with a failover destination when nobody qualifies.
Flag a lead VIP and they skip the welcome, bypass the queue cap and reach an agent first - with ageing, so that ordinary callers never starve behind them.
Hand a call over cold, or consult first and then connect. Merge into a three-way and step out, leaving the other two talking without a drop.
Each side of the call is recorded on its own channel, so who said what is a fact rather than a guess - and the transcript inherits that separation.
Wrap-up codes that do something. Twenty-six behaviours fire off a disposition: raise a task, book a callback, set do-not-call, flag the wrong party.
The number most likely to be answered is chosen per call, ranked on the history with this lead, the overall answer rate, recency and area-code affinity.
Screen callers against Federal DNC, known TCPA litigators and your own internal list - as drag-and-drop steps inside the flow, before anyone is reached.
Search live carrier inventory, filter by country or by digits the number ends with, and claim it to a flow or a person the moment it is yours.
Toll-free sits beside local as a first-class number type, routed by the same flows and billed from the same wallet as everything else you own.
Numbers in the countries you operate in, drawn from four carrier providers, so opening a new market is a purchase rather than a procurement project.
Every rep gets an extension and a browser phone, and can move a call between the browser and a desk phone mid-conversation without dropping it.
Every call in progress on one screen, pushed as it changes rather than polled, with the agent, the number presented and the queue each one came through.
Two-way texting from the same numbers you call on, threaded per contact and landing on the same record, so the text and the call are one conversation.
Upload a recording, record one in the browser, or generate it from text in a chosen brand voice - then use it in any flow, queue or mailbox.
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.
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