🕒 Handle busy moments

Call queue system

Every business has peak moments — Monday mornings, lunch rushes, marketing campaigns, seasonal spikes. When all lines are busy and a new caller hears a busy tone, that caller hangs up and tries your competitor instead.

CallFactory’s queue system catches those callers before they leave. They hear your hold music or a custom message, they know they are in line, and they are connected to the next available team member automatically. No missed calls, no lost revenue, no frustrated customers.

Hold music or custom messages while waiting
First in, first out — fair and transparent
Set maximum wait times and overflow rules
Combine with voicemail for after-hours coverage

Benefits call queue system

See how our smart tools help your team work more efficiently, save valuable time, and elevate the way your business communicates.

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Increase your accessibility

A queue gives the caller the confidence that it will be their turn soon. You do not lose callers, but warm them up for the conversation. This is how you improve the accessibility of your organization.

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Never miss a call again

A missed call is a missed opportunity for an appointment, a quote, a contract or a sale. Catch callers and serve them a little later, or offer the possibility to leave a message so you can call them back at a time that suits you.

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Customer friendly and professional

Taking the trouble to call and then hearing a busy signal is a turn-off. The queue makes your organization appear professional and customer-friendly.

How the call queue works

When a caller rings your number and all team members are busy, the queue activates automatically. The caller hears your chosen hold music or message and is placed in line. As soon as a team member finishes their current call, the next caller in the queue is connected — first in, first out.

You control the entire experience from the CallFactory dashboard. Set a maximum wait time so callers are not left hanging indefinitely. Choose what happens when the queue is full or the wait time expires: forward to voicemail, play a message with your callback number, or route to an overflow destination. The system adapts to your business, not the other way around.

Custom hold music and messages

What callers hear while waiting matters. A silent line makes people wonder if the call dropped. A busy tone makes them hang up. With CallFactory you choose exactly what plays during the wait: background music, a branded welcome message, an advertisement for your latest promotion, or a combination of all three.

You can upload your own audio files or use CallFactory’s text-to-speech assistant to generate professional hold messages in seconds. Change the audio at any time through the dashboard — no downtime, no engineer needed. Some customers update their queue messages seasonally or during campaigns, keeping the caller experience fresh and relevant.

Handle seasonal peaks and campaigns

Businesses that run advertising, seasonal promotions, or product launches know the pattern: call volume spikes sharply for a short period, then returns to normal. Hiring extra staff for every spike is expensive and impractical. The queue system absorbs those peaks smoothly.

During a campaign you might receive three times your normal call volume. Without a queue, two-thirds of those callers hear a busy tone and are gone. With the queue, they wait a short time and get through. Combined with CallFactory’s call statistics, you can see exactly how many calls came in, how long people waited, and how many were answered — giving you hard data to plan staffing for the next campaign.

Works with your full CallFactory setup

The queue is not a standalone feature — it fits seamlessly into your entire call flow. Combine it with a phone menu so callers choose sales or support before entering the right queue. Add a welcome message that plays before the queue starts. Set up calendar-based routing so the queue only activates during office hours and calls go straight to voicemail outside those hours.

You can also use the queue across multiple numbers. If you have a business number and several international numbers, each number can have its own queue settings, hold music, and overflow rules — all managed from one dashboard.

Included free with every number

The call queue is included at no extra cost with every CallFactory number.

This feature is included free with every business number or international number.

API integrations

Tell us what you need, we build the endpoints. Our private API lets you integrate CallFactory telephony into your own software — no generic library, no guesswork, no wasted development time.

Calendar-based call routing

Automatically route calls based on your schedule. Office hours, rotating shifts, holidays, and on-call rosters — calls always reach the right person at the right time.

Call filter

Block unwanted callers, allow only authorised numbers, or reroute specific callers to different destinations. The call filter keeps your business lines open for the calls that matter.

When all your team members are on a call and a new caller rings in, the queue activates automatically. The caller hears your chosen hold music or message and waits in line. As soon as a team member becomes available, the longest-waiting caller is connected first.

Yes. You can upload your own audio files — music, a branded message, or an advertisement — and assign them to the queue. You can also use our text-to-speech assistant to generate professional hold messages instantly. Change the audio at any time through the dashboard.

You decide. You can set a maximum wait time after which the caller is forwarded to voicemail, hears a message with your callback details, or is routed to an overflow number. This ensures no caller is left in the queue indefinitely.

There is no hard limit on the number of callers who can be in the queue at the same time. The system is designed to handle high volumes, especially during peak periods or marketing campaigns.

Yes. Combine the queue with a phone menu so callers choose their department first — for example, press 1 for sales and 2 for support. Each department can have its own queue with separate hold music, wait times, and overflow rules.

You can combine the queue with calendar-based routing. During office hours the queue is active. Outside office hours, calls go directly to voicemail or play a closing-time message — all configured from the dashboard.

Yes. CallFactory provides call statistics that show you how many calls entered the queue, average wait times, and how many were answered or went to voicemail. This data helps you plan staffing and measure the impact of your queue setup.

No. The call queue is included free with every CallFactory number.