Connecting a Welcome Menu and a Call Queue bridges top-level dial-pad navigation with live agent distribution.
Notes and requirements
- You must have administrator credentials to access the required Sync Settings portal pages and adjust call routing.
- Before setting up Welcome Menu routing, confirm whether a Ring Group better fits your workflow. If you only need incoming calls to ring a group of Team Members simultaneously or sequentially without hold queuing, wait music, or queue reporting, configure a Ring Group instead.
- Your net2phone Canada Sync plan must include Call Queues. Call Queues are an add-on or bundled plan feature and are not universally available across all accounts.
- The target Call Queue must already be created and active in the portal before you can map it as a Welcome Menu key destination.
Determine your Call Flow
Depending on your organization's call flow architecture, connecting a Welcome Menu and Call Queue is typically accomplished in one of two ways:
- Menu-to-queue routing: A caller reaches a Welcome Menu greeting and presses a keypad digit (such as "Press 1 for Support") that routes directly to an active Call Queue.
- Queue-to-menu fallback: A caller enters a Call Queue, but exceeds the maximum wait duration or calls outside business hours, causing the queue to route back to an alternative Welcome Menu.
| Flow type | Primary purpose | Trigger | Destination in Sync |
|---|---|---|---|
| Menu-to-queue | Direct inbound calls to a live agent queue | Caller selects an assigned keypad key (1–9, *, or #) |
Call Queue |
| Queue-to-menu | Queue overflow, timeout, or after-hours routing | Wait time exceeded, maximum queue size reached, or after-hours schedule | Welcome Menu (main menu, sub-menu, or after-hours greeting) |
Option 1. Route a Welcome Menu key option to a Call Queue
Map an available keypad digit in a Welcome Menu to forward callers into an active Call Queue.
- Log in to the net2phone desktop or browser app with Admin credentials.
- Click your profile icon in the top right corner and select Company Settings from the slide-out menu to launch the Settings portal in a new browser tab.
- In the Settings portal from the left navigation menu, select Welcome Menus.
- Locate the menu you want to edit and click the Pencil (Edit) icon.
- Scroll to the keypad options section and select an available key (
1–9,*, or#). - Set the routing destination to your target Call Queue by its extension or name.
- Verify your No Selection routing destination.
Note: No Selection routing is required to ensure callers who do not press a key are routed safely rather than being disconnected. - Update your greeting so it informs callers of all the key options. Menu options are not announced automatically. You must record by phone, upload a custom audio file, or use text-to-speech to inform callers of the option.
- Click Save.
Option 2. Route Call Queue overflow to a Welcome Menu
Configure Call Queue fallback settings to redirect callers back to a Welcome Menu when hold times exceed your service thresholds or when calls arrive outside operating hours.
- In the Sync Settings portal, select Call Queues from the left navigation menu.
- Locate the queue you want to configure and click the Pencil (Edit) icon.
- Scroll down to the Manage Overflow subsection.
- Specify your maximum queue wait time threshold or caller limit.
- Set the unanswered or overflow destination to Welcome Menu, then select the designated menu (such as an after-hours menu, secondary department menu, or main menu).
- Click Review and Finish, then Save.
Verification and best practices
Follow these operational practices when linking Welcome Menus and Call Queues to ensure a seamless caller experience:
- Welcome Menus cannot be used in an infinite loop. If a Call Queue overflows to a Welcome Menu, ensure that menu provides a valid alternative routing path (such as a directory, alternative department, or voicemail) rather than sending callers back into the exact same queue.
- Keep audio greetings aligned to your menu options. Menu options are not announced automatically. Update the recorded audio or text-to-speech prompt immediately whenever you modify a key mapping.
- Test end-to-end routing so you know what callers experience. Place a test call before applying menus to your active company schedules. Press the assigned key to confirm the queue receives the call, and allow a test call to exceed the wait timer to verify that the overflow menu answers correctly.