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Set Up Queue

If the Add button does not appear for a user, verify the user has a data access policy assigned to an OU that gives them queue create permissions. The same applies to the Edit or delete buttons.
  1. 1.
    Navigate to Queues & IVRs | Queues | Add.
  2. 2.
    Setup resource account. See Set Up Queue or IVR Resource Account

Queue Settings:

Action Rules (Preview)
The unique name for this queue object.
Display Name
What name is displayed in Live Calls, Reports, etc.
This is an area to describe this object in more detail.
The wrap-up question set to assign this queue. See Setup Wrap-up Question Set
Wrap-up Timeout
Wrap-up timeout in seconds. The wrap-up panel will disappear from the agent panel after the specified timeout period has expired. Can be used with or without a wrap-up question set.
Alert Type
What alerting method is used to notify an agent. See Alerting Type.
Alert Timeout
Alert time in seconds. This is how long an agent will be alerted before moving to the next available agent. Note: The alert may appear for a shorter period on the Teams endpoint because the time is counted server side. ≥20 seconds recommended.
Enable Queue Timeout When No Agents Available
This will automatically timeout a queue when no agents are available. Availability is determined by queue sign in state and/or agent status. Note: Teams presence or call state will not trigger the timeout.
Enable Queue Timeout
Enables the ability to timeout a queue
Queue Timeout
Queue timeout in seconds. This is how long a caller will wait in queue before the queue timeout action is taken.
Queue Timeout Action
What action that will be taken after the timeout period. Prerequisites are required for Transfer to PSTN. See Transfer to PSTN
Enable Skills Routing
Routing Type
This is what method is used to determine which agent(s) are alerted. See Routing Type.
Announce Position in Queue
Announces queue position when in a queue.
Announcement Interval
Position in queue announcement interval in seconds.
Callback Enabled
Enables callers to request a callback at any time while waiting in queue. See Callback
Callback Key
Key to request a callback.
Enable Leave Voicemail
Enables the ability for the caller to leave a voicemail at any time while waiting in queue.
Voicemail Key
Key to request to leave a voicemail.
Transfer to Voicemail
Voicemail user selector
Queue Service Level
Agent answer goal time in seconds. Stats appear on reports.
Is Presence Routing Enabled
Route Callers When Teams Presence Is Busy
Select Users
Which users are agents for this queue.
Welcome Message
This is the welcome message for this queue. See Audio Prompts.
Hold Music
This specifies the music on hold for this queue. See Audio Prompts.
Callback Message
This specifies the callback message for this queue. See Audio Prompts.
Select Marketing Messages
Existing audio prompts can be searched and selected. If position in queue announcement is not enabled, marketing messages will play at the specified interval in the order defined. If position is queue announcement is enabled, the marketing messages will play after the queue announcement in the order defined. See Audio Prompts.
Marketing Message Interval
Marketing Message audio prompt interval in seconds.
Organization Unit
Specifies under which OU the queue is located. See Organization Units
Call Setting Policy
Specifies the Call Setting Policy for the queue. See Call Settings Policy
Queue wallboard color
Language for position in queue prompt
Specifies time zone of queue.
Business Hours
Holiday Hours
Call Pop URL
New Queue Call Webhook URL
Abandoned Call Webhook URL
End Call Webhook URL
This Tab is only available if skills routing is enabled on the queue.
Action rules can change the color of a specific column on the wallboard based on one or multiple rulesets. The action rules are specific to the queue you are editing.
If two expressions are true for the same column, the last one in the list will be applied.


The below properties can be used in the expression:
Number shown on In Queue column
Number shown on In Ringing column
Number shown on Live column
Percentage shown on Service Level Column. This is a range from 0 to 1. For example, 0.25 would be 25%. 1 is 100%
Number shown on Calls column
Number shown on Avg Handle column
Number shown on Abandoned column
Comparison operators
Less than
Greater than
Less than or equal to
Greater than or equal to
InQueueCount > 20
PercentMetServiceLevel < 0.85


Column name that will change color.


Column color when the expression is true.
Last modified 1mo ago