Use Call Queues to route inbound calls to assigned agents and control how callers wait when agents are unavailable. Call Queues are designed for higher-volume teams, such as Support, Sales, Billing, or Reception, that need more advanced routing than a standard Ring Group.
Understand Call Queues
A Call Queue holds incoming calls until an assigned agent is available. Administrators can configure queue capacity, maximum wait time, call distribution rules, announcements, music-on-hold, and overflow destinations.
Call Queues help manage the caller experience during busy periods. For example, callers can hear a welcome announcement, wait with music on hold, and be routed to another destination if the queue reaches its caller limit or maximum wait time.
Call Queues and Ring Groups
Call Queues and Ring Groups both route calls to multiple Team Members, but they are designed for different call flow needs.
- Call Queues are best for high-volume teams that need queueing, agent assignment, overflow handling, announcements, and music-on-hold.
- Ring Groups are best for simpler call flows where calls ring a group of Team Members without advanced queue behaviour.
For example, a small reception team may only need a Ring Group. A Support or Sales team that receives frequent inbound calls may benefit from a Call Queue.
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.
Access Call Queue settings
Administrators can access Call Queues from the Sync Settings portal.
- Log in to the Sync Settings portal as an Administrator.
- Open Call Queues.
View and customize the Call Queues table
The Call Queues table shows the queues configured for your organization. Use the table tools to find queues, refresh queue details, create new queues, and choose which columns are displayed.
- Search: Search for a queue by name, extension, or other available queue details.
- Refresh: Reload the table to display the most current queue information.
- Add Queue: Create a new Call Queue.
- Column management: Add or remove columns from the queue table.
- Queue table: Review existing queues and their configuration details.
The queue table displays key details for each Call Queue.
- Extension: Displays the extension assigned to the queue.
- Name: Displays the queue name.
- Ringing Rules: Displays how calls are distributed to agents.
- Assigned Agents: Displays the number of agents assigned to the queue.
- Max Calls Allowed in Queue: Displays the maximum number of callers allowed to wait in the queue at one time.
- Max Waiting Time Per Call: Displays how long a caller can wait before the call follows the configured overflow behaviour.
- Edit and Delete: Allows Administrators to edit or delete the queue.
Add a new Call Queue
New Call Queues are created from the Call Queues page in the Sync Settings portal. The setup process includes queue basics, overflow rules, ringing rules, announcements, and final review.
Learn how to create new Call Queues
For the full setup workflow, see Create New Call Queues in the Sync Settings Portal.
Edit an existing Call Queue
Administrators can update an existing Call Queue when staffing, call routing, queue capacity, or caller experience requirements change.
- Log in to the Sync Settings portal as an Administrator.
- Open Call Queues.
- Find the queue you want to update and click the pencil icon to Edit that queue.
- Click Edit to update the your desired settings.
- Save your changes.
Editable Call Queue settings
Available settings may vary depending on your organization’s configuration and assigned licenses.
| Setting | What Administrators can update |
|---|---|
| Name, extension, and assigned number | Update the queue identity and routing details. |
| Agents | Add or remove Team Members who answer calls from the queue. |
| Supervisors | Add or remove Team Members who monitor or supervise queue activity. |
| Alternate destination | Choose where calls route if no agents are signed in or available. |
| Overflow rules and destination | Update caller limits, wait time limits, and the destination used when overflow conditions are met. |
| Ringing rules | Change how calls are distributed to agents. |
| Welcome announcement and music on hold | Update what callers hear before or during their wait. |