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. Navigate to Queues & IVRs | Queues | Add.

  2. Setup resource account. See Set Up Queue or IVR Resource Account

Queue Settings:



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

Priority Level

Enable Skills Routing

Routing Type

This is what method is used to determine which agent(s) are alerted. See Routing Type.

Allow agents to opt out of taking calls

If unchecked, agents will not be able to sign in/out of the queue, they will be permanently signed into the queue.

Announce Position in Queue

Announces queue position when in a queue.

Announcement Interval

Position in queue announcement interval in seconds.

Show Advanced Announcement Prompt Settings

Displays options to customize the position in queue announcement prompts.

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. (Not utilized if using custom position in queue prompts.)

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