Queue Node
Places callers in a queue until an agent becomes available—ideal for larger teams or contact centres juggling many inbound calls.
This is a more advanced node, with a large quantity of configuration adjustments available.
Basic Usage
Drag it in after a Menu node for example (“Press 2 for Support → Queue”).
Configure queue details: queue name, hold music, agent strategy, etc.
Wire the outcomes (e.g., “timeout” or “full”) to the next node.
Permanent vs Dynamic Agents
Permanent Agents are included in the queue by default when it's configured. They don't need to log in to start receiving calls, but they can log out if needed.
Dynamic Agents are not included in the queue by default. They must manually log in each time they want to receive calls from the queue.
Dynamic Agent Login/Logout
Dynamic agents manage their queue status by:
Using a designated key programmed on their phone, OR
Dialling:
*70*{their account}*{queue ID}
Example:
Agent account 2141234578 logging into queue 01
*70*2141234578*01
Queue IDs range from 01 through 99.
Use Permanent agents for dedicated queue staff who should receive calls by default. Use Dynamic agents for flexible staffing, such as agents who provide backup support or handle multiple responsibilities.
Detailed Parameters
Node Name
What: A label to identify this queue internally (e.g. “Support Queue”).
Tip: If you have multiple queues, keep names consistent with department usage.
Permanent Agents
What: Dropdown to select which extensions are enabled as Permanent Agents.
Queue Strategy
Ring All: Rings all free agents simultaneously.
Least Recent: The agent who’s been free the longest gets the call first.
Fewest Calls: The agent who has taken the least quantity of calls.
Random: Selects free agents at random.
Round Robin Memory: Rings agents in turn, distributing calls evenly.
Tip: Choose a strategy that best suits your team’s fairness or performance goals.
Timeout (seconds)
What: Total time a call can wait, unanswered in a queue.
Tip: Usually set for a few minutes, unless your callers are happy waiting!
Retry (seconds)
What: How many seconds the queue app will wait when calling agents who are not answering, before backing off and waiting.
Hold Music
What: The music (or announcements) callers hear while waiting in the queue.
Tip: Some businesses rotate music to keep it fresh.
Periodic Announcements (optional)
What: An additional message which can be played every so many seconds.
Tip: Good for letting callers know about alternative support channels (like your website).
Periodic Announcement Frequency (seconds)
What: How many seconds wait between each playback of the Periodic Announcement.
Hint: Don’t play this too often, keep it to 300+ seconds frequency.
Periodic Announcement Start Delay (seconds)
What: How many seconds to wait after entering the queue before playing the Periodic Announcement.
Weight
What: If you have multiple queues, a higher weight queue can jump ahead in agent selection.
Tip: If you want VIP queues answered first, give them higher weight.
Wrap-Up Time
What: A buffer time after an agent finishes a call before they get the next.
Tip: Helps agents make notes. If your calls need a lot of post-call work, increase wrap-up time.
Announce Position (optional)
What: A message that tells the caller their current position in line (e.g., “You are caller number 3…”).
Tip: Reassuring, but can annoy callers if it’s repeated too often.
Ring In Use
What: When enabled, queue calls ring an agent even if they are on another call. When disabled, busy agents are skipped. Only enable if agents have Call Waiting and can juggle multiple calls.
Join if Empty
What: When enabled, callers can enter the queue even if no agents are logged in. This has a risk that callers may sit in an empty queue with no possibility of the call being answered.
Leave When Empty
What: When enabled, waiting callers are removed from a queue when no agents are logged in. Calls will then continue to the next IVR node.
Media Bypass
What: Enabled by default, this allows media/audio from calls to take the shortest path from your phone/device through our network. In some cases, turning this off will alleviate strange media-related issues (one-way audio for example).
Outcomes
Timeout
What: If timeout time is reached, send callers to another node (e.g., “Voicemail” or “Overflow ring group”).
Tip: If you have an “Overflow queue,” connect it here.
Failure
What: If the queue is already at capacity (Max Callers reached), or no agents are logged-in (leave when empty-enabled), callers are rerouted here.
Tip: Often leads to a short apology prompt then “Voicemail.”
Continue
What: If your agent flags the call is to ‘continue’, ie for an after-call survey.
Example Use Case
Full-Blown Support Centre: Agents log into the queue. Callers hear hold music, get periodic updates on their position, and eventually connect to the next free agent. If it’s too busy, calls overflow to a voicemail or backup call centre.