Build a call queue

Spin up a call queue, add agents, pick a ring strategy, and configure SLA timers and overflow.

Call queues hold callers in line until an agent is free. They're the right fit any time you want incoming calls to ring multiple agents fairly — Sales, Support, Reception desks during peak hours.

Steps to create

1. In the dashboard, open Queues and click New queue.
2. Give it a name ("Sales", "Support", "After-hours").
3. Pick a ring strategy:
   • Round-robin — distributes calls evenly. Best when agents have similar skills.
   • Longest idle — picks the agent who hasn't taken a call in the longest. Best for fairness.
   • Simultaneous — rings every available agent at once. First to pick up wins.
   • Top-down — always tries agent #1 first, then #2, etc. Best for tiered escalation.
4. Set ring duration (how long each agent rings before the call moves on).
5. Save.

Add agents

Open the queue, click Members, and add the extensions that should receive calls from this queue. Each member can have a priority — higher numbers get tried first under top-down strategy.

Wire the queue to a flow

Drop an Enqueue node into a call flow and pick the queue. The caller is parked until an agent is bridged. While they're on hold, you can branch the flow on call duration, max wait, or simply play hold music.

Configure SLA + overflow

• Set max wait to define when a queued call should give up and route somewhere else (e.g. voicemail, after-hours flow).
• Set bail-out audio — what callers hear if they hit the max wait.
• Use the enqueued outgoing edge on the enqueue node to attach a wait + repeat hold-music loop.

What to watch in reports

The queue report shows abandonment rate (calls hung up before bridging), average wait, and the per-agent talk-time distribution. If abandonment is climbing, either max-wait is too generous or the queue needs more staff.

Common gotchas

• Queue is non-blocking. Once enqueued, the flow keeps going to the next node — that's where you'd typically loop hold music. Don't be surprised that call.bridged and call.hangup events fire on whatever downstream node the flow has wandered to, not on the enqueue itself.
• Inactive agents aren't skipped automatically. The queue tries them and times out per ring duration. Mark agents as away to take them out of the rotation.