🎧 Queues

Defines how many callers can wait in the queue at the same time.

Once the limit is reached, new callers will be sent to the next action in your dial plan — for example, a voicemail or callback message.

The timeout defines how long the system waits before moving to the next agent priority level.

Example: If set to 30 seconds, the system will first try all agents in Level 1 for 30 seconds. If no one answers, it moves on to Level 2, and so on.

The Priority Level Mode determines how agents are called across the different levels you’ve configured.

You can choose between two main strategies — Cascade or Memory — depending on how you want calls to flow through the levels.

🪜 Cascade (1, 2, 3)

This is the default mode.

The queue starts with Level 1 agents.

If none are available within the timeout period, it moves to Level 2, and then to Level 3, and so on.

👉 Use this mode if you want calls to be escalated step-by-step — perfect for prioritizing experienced agents first, and backups later.

🧠 Memory (1, 1+2, 1+2+3)

In this mode, the queue remembers previously added levels and keeps them active.

Example:

• Starts with Level 1

• After the timeout, adds Level 2 (now Levels 1+2 ring)

• After the next timeout, adds Level 3 (Levels 1+2+3 ring)

👉 Use this mode if you want to expand the number of ringing agents over time — ideal for busier call flows or when multiple groups can handle the same type of call.

Sets the total time a caller can stay in the queue before the system moves on to the next action (for example, voicemail or announcement).

Default: 7200 seconds (2 hours)

Choose how incoming calls are distributed among your agents:

• Least recently answered (Recommended)

  Calls are sent to the agent who has been idle the longest.

  👉 This is the preferred strategy because it prevents disturbing all agents at once — ideal for productivity and focus.

• Ring all

  Rings all agents simultaneously.

  ⚠️ Maximum 15 agents per priority level (of which up to 6 may be external numbers).

• Ring agents 1-by-1 in random order

  Calls each agent individually in a random order until someone answers.

How long the call rings a targeted agent before trying the next (or moving to the next priority level, depending on your mode).

Recommendation: 20–30 seconds is a good balance — long enough to answer, short enough to keep callers moving.

A short, automatic cool-down after an agent hangs up. During wrap-up, the agent won’t receive new queue calls.

Use this to finish notes or CRM updates without being interrupted.

Recommendation: 5–15 seconds for fast teams, up to 30–60 seconds if agents must log case details.

Breakout allows callers to leave the queue by pressing a specific key.

For example, pressing * could redirect them to another dial plan — such as voicemail, a callback option, or a special route.

This message plays immediately when a caller enters the queue — before they start waiting.

Use this to greet callers or confirm they’ve reached the right department.

Example: “Thank you for calling our support team. Please hold while we connect you to the next available agent.”

A looping sound or message that plays at set intervals while callers wait.

You can use this for short company updates, or friendly reminders.

Example: “All our agents are currently busy. Please stay on the line — we’ll be with you shortly.”

Let callers know where they are in line or how long they might have to wait.

This helps reduce hang-ups by setting expectations clearly.

Example: “You are currently number 3 in the queue”

Announcement language: You can change the system language for the position announcement, ensuring callers hear the right language.

For multilingual setups, match this with your IVR and Dial Plan language choices.