Call queues hold inbound callers in a waiting line until an agent is available. The VoIPCloud platform lets you configure music-on-hold, position announcements, agent ring strategies, and queue thresholds.
Creating a Queue
Navigate to Queues in the portal and click Add Queue. Give it a name (e.g., Sales Queue) and set a Queue Number used internally. This number is the destination you reference in your Call Flow.
Ring Strategy
Choose how agents are alerted:
- Ring All — all agents ring simultaneously (fastest answer)
- Round Robin — agents take turns receiving calls (fairest distribution)
- Least Recent — rings the agent who answered a call least recently
- Random — randomised distribution
Music on Hold & Announcements
Upload an MP3 file to use as hold music. Enable Position Announcements to tell callers their place in the queue (e.g., You are caller number 2). Set the announcement interval in seconds.
Queue Thresholds
Set a Maximum Wait Time (e.g., 300 seconds). Callers who exceed this are routed to the Timeout output — typically a voicemail box. Set Maximum Callers to prevent the queue from growing indefinitely.
Adding & Removing Agents
Agents are extensions assigned to the queue. Add them under the Members tab. Agents can log in/out of the queue dynamically using a feature code (* code) from their phone or the web portal.
Still need help?
Contact Support
Our Perth-based support team is available Mon–Fri 8am–4pm AWST.