How to create a call queue

This article shows how to set up a call queue to hold incoming calls until someone can answer. This system helps organize call traffic, ensuring callers are not missed and are attended to as soon as possible.

In this article, we’ll show you:

• What is a call queue
• Using a call queue to answer calls
• How to create your own call queue
• Adding a queue to a call flow

What is a call queue?

A call queue is like a waiting line for phone calls. When someone calls you, they get put in the queue (the waiting line) and callers will hear hold music, or audio files you upload, until someone answers. If no users are checked in to the queue the call will immediately flow to the next step.

 

Using a call queue

If you are assigned to a queue it will appear in the VXT app on your computer (it is not available on mobile). To see and answer calls in the queue, you must check into the queue by hitting the switch. Calls in the queue are displayed in order of how long they have been waiting. 

How to create a call queue

Open the admin settings

First, look for the admin tab in the bottom left corner of your screen and click on it.

Find the call queue section

In the admin panel, look for call queue. Click on it to go to the page where you can set up your call queues.

Start a new call queue

On the call queue page, click the + add queue button in the top right corner to create a new queue.

Name your queue

You’ll now need to give your new queue a name. Pick something simple and easy to remember, like "Support Calls" or "Sales Queue."

Choose who answers the calls

Next, decide which team members or groups should be assigned to this queue. You can select a whole team (like your support team) or just individual people who should answer calls from the queue.

Set how many calls can wait

Decide how many calls can stay in the queue at one time. This keeps your queue manageable and prevents callers from waiting too long.

Add a message for the callers

Click + add queue message to upload or record a message for callers. You can choose to play a sound clip or announce the caller's position in the queue. You can also choose to play an audio message, like a welcoming greeting, before announcing their place in line. Set a delay to decide how many seconds before the message repeats.

Once you’re done, hit save to save your changes. 

And that’s it! You’ve now set up a call queue. It’s a great way to keep callers on hold until someone can help them, and it ensures they don’t get lost in the shuffle. It’s easy to manage, and it makes sure that every caller gets taken care of.

Adding a queue to a call flow

Find the admin tab

First, look for the admin tab at the bottom left corner of your screen and click on it.

Go to the call flow builder

In the admin tab, find and click on call flow builder to start creating your call flow.

Create a new call flow

Click on + New Call Flow at the top right corner of the screen to begin a new flow.

Set up your office schedule

To make the call flow click on the plus icon under incoming call then select schedule. Click on configure and then enter your office schedule.

Add a call queue

Next, click on the + icon under inside hours (this means when you're open). Then select queue to add a waiting line for calls.

Select a queue

Click on Select a queue to choose which queue you want to use. If you haven’t created a queue yet, you can follow this guide to set one up.

Handle overflow or unanswered calls

If no one answers the call or if the queue gets too full, you need to decide what happens next. For example, you can send those calls to voicemail if no one is available.

Name your call flow

Give your call flow a name. Once everything is set up, click save to save your call flow.

And that’s it! You’ve now created a call flow that uses a call queue. This will make sure your calls are managed properly, with hold music while they wait, and a backup plan if no one answers.