Want to make sure incoming calls don’t fall through the cracks? Group call queuing keeps callers on hold (with music!) until someone’s free to pick up.
Here’s how to set it up:
1. Head to the Admin Portal
- Go to Business Cloud.
- Select Auto-Attendant.
2. Choose your auto-attendant
- Edit an existing auto-attendant or create a new one.
3. Add or update a group
- In the call path, add or edit a Group route.
- Toggle Allow Call Queuing to ON. This puts incoming calls in a virtual “waiting room,” complete with hold music.
📌 Note: Hold music is set at the account level. You can’t pick different tunes for each queue.
4. Customize your queue settings
- Fill in the fields to shape how your queue works:
- Max # of calls – How many calls can wait in line? (Pick a number from 1 to 50.)
- Max time (minutes) – How long can each caller stay on hold? (Choose from 1 to 360 minutes.)
- Ring timeout (seconds) – How long a call rings before bouncing back to the queue. (5–120 seconds is the range. Keep it short to move things along.)
📌 Note: If your group rings all devices at once, a newly available device won’t ring until the timeout resets.
5. Pick a ring strategy
- Choose how calls move through the group:
- Simultaneous – Everyone’s phone rings. First to answer gets the call.
- Sequential – Rings one person at a time, top to bottom.
- Round Robin – Takes turns based on who answered last.
- Longest Idle – Rings the person who hasn’t taken a call in the longest time.
6. Add users
- Drop in the team members you want included in the group.
7. Save your changes
- Click Save when you’re done. You’re all set!
