Call Queues help organizations manage higher inbound call volumes by routing callers to assigned agents and holding callers in line when agents are unavailable. Administrators can create Call Queues in the Sync Settings portal, assign agents and supervisors, configure overflow behaviour, choose ringing rules, set an optional queue exit key, and manage caller announcements.
Notes and requirements
- Administrator access is required.
- Call Queue creation is available to Administrators with the required permissions and licenses. If you can access Call Queues but cannot add a new queue, contact your organization’s Sync Administrator or net2phone Support.
- Before creating a Call Queue, confirm the queue name, assigned phone number, queue agents, supervisors, overflow destination, ringing rule, and any announcement audio your organization wants callers to hear.
- Team Members must have the required queue licenses before they can be assigned as queue agents or supervisors.
Access Call Queues
- Log in to the Sync Settings portal as an Administrator.
- Open Call Queues.
- Click Add Queue.
Add a new Call Queue
The Add New Queue window opens with a step-by-step setup flow. Complete each section, then review the queue before saving it.
Configure Queue Basics
Queue Basics define the queue name, extension, assigned phone number, queue agents, supervisors, and fallback destination when no agents are signed in.
- Enter a Queue Name.
- Review the system-assigned Extension.
- Select an Assigned Number, if the queue should receive calls from a direct phone number.
- Use Select agents to assign to add Team Members who should answer calls from the queue.
- Review the Assigned agents list.
- Choose where calls should be sent when no agents are signed in.
- Optional: Use Select Supervisors to assign to add supervisors for the queue.
- Click Next 1 of 5.
Agent and supervisor licenses
Team Members must have the appropriate queue license before they can be assigned as queue agents or supervisors. If a Team Member is missing from the available agent or supervisor list, review their assigned licenses.
Configure overflow rules
Overflow rules determine what happens when the queue reaches its caller limit or when callers wait longer than the allowed time.
- Enter the Maximum Calls Before Overflow.
- Enter the Maximum Wait Time Before Overflow in seconds.
- Select an Overflow destination.
- Click Next 2 of 5.
The overflow destination is where calls are redirected if the queue reaches capacity or the caller exceeds the configured wait time.
Overflow destination options
Available overflow destinations may include Team Members, Departments, Ring Groups, Welcome Menus, Call Queues, or Hangup, depending on your organization’s configuration.
Configure ringing rules
Ringing rules control how incoming queue calls are offered to available agents who are signed in to the queue.
Select one of the available ringing rules:
- Ring All: Sends calls simultaneously to all available agents signed in to the queue.
- Round Robin: Sends calls to available agents one at a time in a rotating order to distribute workload evenly.
- Longest Idle First: Sends calls to the available agent who has been idle the longest.
After selecting a ringing rule, click Next 3 of 5.
Configure IVR Settings
IVR Settings allow you to configure an optional queue exit key. A queue exit key lets callers leave the queue and route to a selected destination by pressing a number on their dialpad.
Set an internal exit destination
Use an internal destination when callers should leave the queue and route to another destination within your organization, such as a voicemail box, Team Member, department, or other available internal call flow destination.
- Choose an Exit Key from 0 to 9.
- Select Internal number.
- Choose the internal destination callers should reach when they press the exit key.
Set an external exit destination
Use an external destination when callers should leave the queue and route to an outside phone number.
- Choose an Exit Key from 0 to 9.
- Select External number.
- Enter the destination phone number.
After configuring the optional queue exit key, click Next 4 of 5.
Queue exit key note
Queue exit keys are optional. If you do not configure an exit key, callers remain in the queue until an agent answers or until the call follows the configured overflow behaviour.
Configure announcements
Announcements control what callers hear when they enter the queue and while they wait for an available agent.
- Select a Welcome Prompt.
- Optional: Click the play button to preview the selected welcome prompt.
- Select Music on hold.
- Optional: Click the play button to preview the selected hold music.
- Click Review & Finish.
Review and save the Call Queue
Review the Call Queue configuration before saving. You can edit any section before the queue is created.
- Review Basics & Queue members.
- Review Manage Overflow.
- Review Ringing Rules.
- Review IVR Settings.
- Review Announcements.
- Optional: Click Edit beside any section that requires changes.
- Click Add Queue.
Success
The new Call Queue appears in the Call Queues table after it is added. The queue is ready to receive calls based on the configured call flow and assigned phone number.
Tips and troubleshooting
Review the following tips if you cannot create or save a Call Queue.
| Issue | What to check |
|---|---|
| The Add Queue button is not available | Confirm that you are signed in as an Administrator with the required permissions and licenses. |
| A Team Member does not appear in the agent or supervisor list | Review the Team Member’s assigned licenses. Team Members must have the appropriate queue license before they can be assigned as queue agents or supervisors. |
| The Next button is disabled | Review the current step and confirm all required fields are complete. |
| The assigned number is not available | Confirm that the number is active and not already assigned to another destination. |
| The overflow destination is not available | Confirm that the destination exists and is available for call routing in your organization. |