When the queue is active, callers wait in line until someone is available. Every 10 seconds the system checks whether an endpoint is free, and as soon as one opens up the next caller is patched through automatically.

While waiting, callers hear a hold message. You can record this yourself on your mobile phone or create one with the text-to-speech assistant.

How many callers can wait?

By default, a maximum of 5 callers can be in the queue at the same time. This protects your system from being overwhelmed. If you expect higher volumes — for example after a TV appearance or a marketing campaign — contact our support team and we increase the limit.

What happens when the queue is full?

You choose what happens when the maximum is reached. Options include playing a message, forwarding to voicemail so callers can leave a message, or routing to a different number.

Reducing wait times

Use your call statistics to see which days and hours are busiest. The top 3 busiest hours and the calls per hour chart help you plan staffing so fewer callers have to wait.