Call Queue Overview

Call Queue Basics

Call Queues in are groups of users who can answer inbound calls via the Call Flow Routing engine. At a high-level Call Queues are the following:

  1. A Group of Users
  2. Users who can answer inbound calls to designated smart numbers.
  3. Various distribution methods to determine how calls are routed to users associated with a Queue
  4. A series of settings that control the routing experience and user relationship with a Queue.

Using Call Queues

To manage Call Queues for your account, navigate to the Admin Console, open the "RingDNA" menu under the "Products" grouping in the left hand navigation and click "Call Routing". Then, select the "Call Queues" tab:


To create a new Queue, click "Add Call Queue":

The "New Call Queue" page will be presented:


Call Queue Settings

Within a Call Queue are the following core settings that determine how the Call Queue is used within the call routing experience. 

  • Name - This is the name displayed for your Queue across the platform. It's also shown to Agents in the ringDNA Dialer when a call is received to the queue, allowing them to identify the caller's origin.
  • Description - Additional details can be included in the description. This is only displayed in the Queues list within the Admin Console and can help you more easily identify them when managing many Queues.
  • Status - Select between Active or Paused to more easily identify Queues that are in use.
  • Allow Agents to Reject - While enabled, if an Agent receives an inbound call, they have the ability to reject an inbound queue call.
  • Wrap-Up Timer - When enabled, this will keep the Agent in a busy status for the configured time, allowing them to finish wrap-up work before being considered for another call.
  • Allow Agents to Unsubscribe - When enabled, this setting allows agents to remove themselves from the queue's rotation and no longer receive calls while they are unsubscribed. This is helpful for individuals who may be responsible for working other Queues at different times of the day.

Smart Numbers

Call Queues can contain multiple phone numbers associated with them to route any call to those numbers to the members of the queue based on the distribution strategies used in the Call Queue.

Toll Free numbers are designed to be used for inbound voice calls and are reachable only in the country they are designated for. The exception is US Toll Free numbers which can be reached from Canada and includes SMS capabilities.



This shows the list of users who are part of the Call Queue and allows you to add new members. By selecting the "+" button associated with members you are presented with a modal to add existing users to the Queue. Once added, members will automatically be subscribed to a queue and can start answering inbound calls to the queue based on the distribution strategy chosen. 


Distribution Strategies provides four out-of-the-box methods to distribute calls to members of a Queue. Each option serves its own purpose based on the nature of the queue and how you want to equitably distribute calls to users. 

  • Longest Waiting Agent - Revenue will forward to the available agent with the most time since their last call. This strategy is best used to ensure that there is a fair and equitable distribution of calls to members of a queue. 
  • Simulring - Revenue will simultaneously forward call to all available, subscribed members of the call queue. This strategy is best used when you want to shorten the hold period of users and make sure that any member of a queue can immediately answer a call. 
  • Sequential Dialing - DNA will dial down the members of the call queue in a round-robin fashion. This routing strategy is based on the ordering of members within a queue and ensures that we fairly distribute calls equally to all members of a queue. 
  • Longest Waiting Agent with Call Parking - Revenue will keep an inbound caller on hold until an agent is reached based on Longest Waiting Agent or the Maximum Hold Time is met.

Distribution Settings

  • Maximum Dials - The maximum number of times the Call Queue will attempt to route to a user before proceeding with the next step of a Call Flow or sending to the Queue Voicemail
  • Dial Timeout (Seconds) - The amount of time in seconds of each dial attempt will ring a Queue Member before proceeding to the next.
  • Maximum Hold Time (Seconds) - The maximum time in seconds a caller will be held in the Queue before proceeding with the next step of a Call Flow or sending to the Queue Voicemail. Note: Only available when using Longest Waiting Agent with Call Parking
  • When an agent doesn’t answer, they go to the end of the list - With this setting enabled, when a call is not answered by a Queue member, they will be sent to the end of the list that prioritizes who will be receiving the next phone call.
    • Note: Only available when using Longest Waiting Agent
  • If no agent answers, wait this long before dialing the list again (seconds) - The amount of time in seconds a Queue will hold the caller before attempting to dial available Agents again. Note: Only available when using Longest Waiting Agent with Call Parking
    • Note: The value entered here must be less than the value in the Maximum Hold Time setting.

Routing to a Call Queue

There are two ways to direct a call to your Call Queue. The first option is to add a Smart Number directly to your Call Queue by clicking the green plus icon. Note: When routing directly to a Queue, missed calls will be routed to the Queue Voicemail.

For this reason, we recommend creating a Call Flow if you need greater control of your call routing or want to route to more than one Queue. Learn more: Understanding and using Call Flows

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