Queues
Queues hold callers in a waiting line until an available agent answers. Unlike a ring group — which rings everyone at once for a single call — a queue keeps callers on hold and pulls them off the front of the line as agents become available. Use queues when you expect more concurrent calls than agents.
Creating a Queue
Click Add Queue.
Enter a Name (e.g., "Sales", "Tier 1 Support").
Optionally assign an extension number so the queue can be dialed directly.
Click Add Queue.
Queue Settings
Top-level settings:
Extension — internal number for directly dialing the queue.
Strategy — how waiting callers are distributed to agents.
Max wait (seconds) — how long a caller may wait before timeout behavior runs. Defaults to 300 (5 minutes). Set to 0 to wait indefinitely.
Timeout Behavior + Timeout Target — what happens when Max wait elapses.
Advanced settings:
Max queue length — maximum callers waiting at once. 0 means unlimited.
Wrap-up time (seconds) — cooldown before an agent is eligible for another call from this queue.
Position announcements — periodically tells waiting callers their place in line.
Press-1 Callback — lets a waiting caller hang up and be called back when an agent is available.
Join Empty — whether new callers may enter when no eligible agents are signed in.
Leave When Empty — whether callers already waiting are dropped when the last eligible agent disappears.
Strategies
Ring all — rings every signed-in member at the same time.
Linear — rings members in a fixed order based on their position value (lowest first).
Round robin (memory) — rings members in position order, remembering where the rotation left off.
Least recent — rings the member who has been idle the longest.
Fewest calls — rings the member who has handled the fewest calls today.
Random — rings a member chosen uniformly at random.
Weighted random — random with bias; members with lower weight are more likely to be chosen.
Join / Leave Empty
Join Empty controls whether a new caller can enter when no agents are available:
Strict — caller is rejected if no agent is signed in.
No agents online — caller is rejected only when zero agents are signed in.
No agents available — caller is rejected only when zero agents are available right now.
Leave When Empty applies the same thresholds to callers already waiting.
Timeout Behavior
None — the call hangs up.
Ring user — forwards the caller to a specific user's extension.
Voicemail — sends the caller to voicemail (a user or shared voicemail box).
Queue — overflows the caller into a different queue.
Position Announcements
When enabled, waiting callers hear "You are caller number N" at a configurable interval (default 30 seconds; minimum 10, maximum 600). Positions above 30 are not announced. The announcement cuts short the moment an agent answers.
Press-1 Callbacks
When enabled, waiting callers are offered a prompt to hang up and keep their place in line. Settings:
Enable callback option — turns the press-1 prompt on.
Offer after (seconds) — how long a caller waits before the prompt is offered (default 60 seconds).
Callback caller ID — optional DID used as the outbound caller ID when the system rings back.
Callbacks survive process restarts. Each callback retries up to three more times on no-answer (1 minute, then 5 minutes, then 15 minutes later) before being dropped.
Managing Members
Queue members are the users who answer queued calls. Each member has a Position used by linear and round-robin strategies (lowest position rings first). Adding a new member at a taken position shifts existing members down.
To add a member: click Add Member, pick a user, set Position, and click Add. New members are automatically logged in for queue dispatch. To remove a member, hover over their row and click the trash icon.
Deleting a Queue
Open the queue and use the delete action. Deleting a queue releases its extension number for reuse and removes all members. Existing call routing rules that point at this queue must be updated separately.
Call Parking
Call parking lets you put a live call on hold in a shared slot that anyone on the account can pick up from any registered phone. Park the call, announce the slot number, and whoever needs the call dials a short code to take over.
Star Codes
Code | What it does |
*68 | Park the current call into slot N (works for blind transfers), or pick up the call from slot N |
*68 | Attended-transfer only — system picks the next free slot and announces it |
is a slot number from 1 to 999. Many offices use *681–*689 as their day-to-day park slots.
Parking a Call — Specific Slot (Blind Transfer)
While on the call, start a blind transfer on your phone.
Dial *68 (e.g. *683).
Commit the transfer.
The other party is now parked at slot N and hears hold music. Tell whoever should take the call which slot it's on.
Parking a Call — System Picks the Slot (Attended Transfer)
While on the call, start an attended (consultation) transfer on your phone.
Dial *68 (no slot number).
Wait for the announcement: "Parked at slot N".
Commit the transfer.
Retrieving a Parked Call
From any registered phone on the account, dial *68 where N is the slot the call is on. You're connected directly to the parked caller.
Busy Lamp Field (BLF) Keys
If your phone has programmable line keys that support BLF, set them up to monitor specific parking slots. A lit key means the slot has a call waiting; pressing it picks the call up.
Timeout and Ring-Back
If nobody retrieves the call within the timeout (five minutes by default), the system rings the original parker's phones back so the call isn't lost. The parked caller continues to hear hold music during ring-back.
If the Slot Is Already Taken
If you try to park into a slot that already has a call, the system immediately rings the second parker's phones with a ring-back — the call isn't lost. Use *68 for blind transfers, and reserve bare *68 for attended transfers where you can hear the slot announcement before committing.
For Administrators
Timeout duration — set per-account from the Parking Timeout field in the admin portal (entered in minutes, 1–60; defaults to 5 minutes).
Hold music — uses the account's configured hold music clip; accounts without a custom clip fall back to the platform default.
No per-slot configuration — slots are not pre-allocated. Any positive slot number is valid as soon as someone dials it.