Incoming calls are placed in a queue until an Agent is free to answer. Callers hear music, prompts, or both as they wait for an available Agent.
Only the Account Super User and Account Administrators can add or set up Call Queues.
To remove a Call Queue, Contact Us for assistance.
Add a Call Queue / Pricing
| Add a Call Queue | Contact us at 1300 10 81 84. |
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| Pricing & Features |
| Pricing |
- Included in the Vonage Best and Smart calling plans.
- $10.00 per month per Call Queue with unlimited usage for the Vonage Lite calling plan.
| | Features |
- Up to 100 extensions per Call Queue.
- Dedicated voicemail box.
- Hold Music and Personalized Prompts.
- Real-time monitoring of Call Queue activity.
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Set Up a Call Queue
Before you set up your Call Queue, check the extension settings for the Agents you want to assign, as these can affect its behavior. In addition to your general setup options, review our customized settings for other options you can apply.
Check Agent Extension Settings
Your Call Queue follows the settings for assigned extensions:
- All Call Forwarding options (Voicemail, Follow Me, and Simultaneous Ring) are adhered to for each extension. For consistency, apply the same values for each Agent assigned to the queue.
For example, if Voicemail is set to 30 seconds (6 rings) for one Agent's extension, then set this same value for all Agents in the queue. - Calls are not offered to an Agent if they are signed in these states, unless they have other devices on the same extension that are not set to either.
-- Mute All Devices and/or Disable Calls (in Desktop App)
-- Do not Disturb (in Admin Portal or on Physical Phone)
Set Your Call Queue Options
- Sign in to the Admin Portal.
- Click Phone System, then click Call Queues.
- Hover over the Extension you want for your queue, then click the Pencil icon.
- Choose options for each category: Basic Settings, Agents, Hold Music, and Prompts.
- Click Save after you apply options in each category.
Basic Settings
| Extension Number |
Shows the default extension number that is assigned by the system.
Click the Tag icon to add a custom tag to the Caller ID. See Create a Custom Tag for details.
NOTE: Only Vonage Customer Care can edit the Call Queue Extension Number.
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| Call Queue Name | Enter a name for the Call Queue. |
| Location | Select the site that uses this Call Queue. |
| Direct Dial Numbers | Assign a Local or Toll-Free Number that callers can dial directly for the Call Queue. |
| Agent Login Code | Creates a system-generated code that cannot be changed; your Agents use this code to sign in and out of the queue with a phone device. |
| Pause Between Calls | Select the number of seconds an Agent has between ending a call and receiving the next incoming call.
NOTE: If an incoming call is not answered by the designated Agent, it is forwarded to a different Agent. The original Agent is available to answer the next call in the queue after a specified Pause duration. |
Do Not Display this
Call Queue in
Dial by Name Directory | Omits the listing of this extension in the company directory. |
| Name Greeting | Record/Upload a name callers will hear when reaching your extension.
See Record or Upload Greetings for instructions on how to record and upload. |
| Forwarding Options |
Mark Enable forwarding, then select how long the customer waits in the queue before their call is forwarded, as you specify; these fields are mandatory:
| Wait Timeout | Select how many seconds the call remains in the queue before it is forwarded. | | Choose which service to forward to | Enter when you want to forward the call after the wait time is exceeded. Options are an Extension, Call Queue, or Call Group. |
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| Voicemail Options | See Set Up Extension Voicemail and Greetings for details on setting up Call Queue Voicemail. |
| Caller Opt-Out Handling |
Do Not Allow Caller to
Opt-Out of the Queue | Keep the caller in the queue until an Agent answers the call or the caller hangs up. | When Caller Opts Out of
the Queue, Send the Caller
to the Queue's Voicemail | Direct the caller to the Call Queue voicemail when they opt out.
NOTES:
- Callers can opt out by pressing any number on the dial pad.
- You must record a prompt advising customers of opt-out options. See Prompts for details.
| Forward the Caller to an
Extension, Call Group,
Call Queue, or
Virtual Receptionist | Mark this option and then select the extension you want the call forwarded to. | | Go Directly to Voicemail | Send the caller directly to the Call Queue voicemail. |
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| Enable Call Announce | Plays a username/custom tag after the call connects, for example, You have a call for sales. |
Agents
Only Agents assigned to the Call Queue can sign in and answer calls.
| Assignment Strategy |
| Random | Calls are assigned in no particular order. | | In Order of Agent Tier | When all Agents in the first tier are busy on calls, Agents in the next tier begin receiving calls. Agents who are idle the longest in a tier receive the next call.
- Click Add New Tier.
- Enter a Tier Number.
- Click Add.
- Select Agents from the Select an Agent drop-down and then click Add Selected Agent(s).
- Click Save.
NOTE: You can remove tiers by clicking the Trash icon. | | Least Recently Used | Agents who are idle the longest receive the next call.
NOTE: By default, if a call queue Agent's assignment strategy is set to least recently used, when a call queue Agent logs in for the first time, they are added to the “back of the line.” To adjust this, refer to Apply Customized Call Queue Settings. | | Ring All Agents | Incoming calls ring all Agents in the queue.
NOTE: Ring All Agents is not recommended when more than 25 extensions are assigned; otherwise, it is possible to exceed the limit of devices that can ring at once. Consider another Assignment Strategy or reduce the number of extensions assigned to this call queue. |
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| Agent Assignment | Select Agents from the drop-down menu. |
Hold Music
Select the music that callers hear while waiting for an Agent to answer their call.
| Playback Mode | Audio files can be played in Random or Sequential order. |
| Audio Files | Use the options to manage your audio files as outlined in Record or Upload Greetings. Support file types include WAV or MP3.
- Click Upload Audio File to add an audio file.
- Click the Trash icon to delete an audio file.
- Click and hold the Horizontal Lines icon as you move the mouse up or down to change the order of audio files.
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Prompts
These options allow you to play a prompt at specific intervals between Hold Music, where you can choose to use a generic prompt or create custom ones. You can also select the behavior of the queue if no agents are signed in.
| Custom Prompts |
| Add |
- Click Add Prompt to record or upload a custom prompt.
- Set the Play Interval to specify the number of seconds between prompts.
- Set a Repeat that specifies how many times a prompt plays.
- Click Save.
| | Modify |
- Edit the Play Interval or Repeat as needed.
- Click and hold the Reorder (horizontal dots) icon to move a prompt up or down.
- Click the Trash icon to delete a prompt.
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| No Agents Signed In |
| Forward Calls to an Extension |
Specify the action to take before the call is forwarded, and select the extension where the calls will be forwarded.
If you choose to Play This Greeting, you must Record or Upload a greeting.
| | Play Greeting and Go to Voicemail |
Select what greeting is played before the call goes to voicemail, and select the extension voicemail you want to use.
If you choose to Play This Greeting, you must Record or Upload a greeting.
| | Play Greeting in Continuous Loop |
Repeats the same recorded or uploaded greeting of options until the caller selects or hangs up. You can optionally allow the caller to dial an extension directly.
| | Play Greeting Once and Hang Up | Plays a single greeting and disconnects. You can optionally allow the caller to dial an extension directly during the greeting before the call disconnects. |
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Apply Customized Settings
These additional settings further modify the Call Queue feature’s behavior. Contact Us to enable these customized settings.
Change Agent Login from
Least Recently Used | By default, the assignment strategy for an Agent is set to least recently used. When that Agent signs in for the first time, they are added to the “back of the line” and are unable to receive the next call.
When this feature is enabled, the Agent is added to the “front of the line” and available to receive the next call. |
Ring All to First Person
to Pick Up Only | When a Call Queue is in Ring All mode with Call Announce, Call Screening, and/or Screening Menu enabled, multiple people can pick up the call and hear the call options. Whoever picks up first is connected, and all others are disconnected.
When enabled, only the first person who picks up can hear call options and connect; all others are canceled immediately. |
| Group Voicemail | When enabled, all members of the Call Queue receive an audio recording of the voicemail by email. |
Use a Call Queue
Signing in and out of a queue is handled by the assigned Agent, or an Administrator can do so on their behalf. Both can view the status of Call Queues based on their roles. Voicemail is enabled by an Administrator for Call Queue members to retrieve.
Sign In/Out of Call Queue
Administrators can sign Agents in and out of the call queues in the Admin Portal, or Agents can sign themselves in and out of the call queues using the Desktop App, Mobile App, or a phone device.
IMPORTANT: To avoid potential Fraud and Spam calls, Agents must be signed out of each assigned call queue individually at the end of their shift.
| Administrator |
- Sign in to the Admin Portal.
- Click Phone System, then click Call Queues.
- Hover over the call queue you want to view, then click the Magnifying Glass icon.
- Scroll to the Call Queue Agents section and toggle the Log In or Out option.
IMPORTANT: All Agents must be signed out individually from each Call Queue.
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| Agents |
| Desktop App |
- Sign in to the Desktop App.
- Click My Call Queues (left menu).
- Locate the Login column (far right) and toggle to log in or log out of each call queue listed.
NOTE: When you sign out of a queue, a message notifies you that you will remain signed in to any remaining queues. You must sign out of each call queue individually.
| | Mobile App | Only Agents that are assigned to a Call Queue will see a My Call Queues tab in the sidebar of the mobile application.
- Open the mobile app.
- Tap the Avatar/initials (top left) to open the sidebar menu.
- Tap My Call Queues tab.
- Locate the queue by its name.
- Use the toggle to log in or log out of that queue.
| | Phone Device |
- Sign In: Dial *90, then enter Agent login code.
- Sign Out: Dial *91, then enter Agent login code.
| | IMPORTANT: You sign out of each Call Queue individually. |
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View Call Queue Status
Administrators can view the status of call queues in the Admin Portal, while Agents can view the status of call queues to which they are assigned in the Desktop App.
| Administrators |
The status page displays real-time information on the selected call queue.
- Sign in to the Admin Portal.
- Click Phone System, then click Call Queues
- Hover over the call queue you want to view and click the Magnifying Glass icon. Displayed details include:
- Number of Agents signed in and available.
- Average wait and connect times.
- Number of customers waiting in the queue.
- Use the Refresh button as needed to refresh queue statistics.
NOTE: Call data can take between 30 and 120 seconds to update. Also, same-day reports aggregate call queue statistics while the Agents are signed in, but the data is only available once the Agents sign out. |
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| Agents |
The My Call Queues tab in the Desktop App displays the statuses for call queues to which you are assigned.
- Sign in to the Desktop App.
- Click My Call Queues (left menu).
- The following information is displayed:
| Queue Name | Names of all of the Call Queues. | | Extension | Extension number of the call queue(s). | | On Call | Number of calls currently in the queue(s). | | Waiting | Number of calls waiting to be answered. | | Avg. Wait Time | Average wait time for a call to be answered. | | Login | Toggle to log in or log out of the call queue(s). |
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Enable and Retrieve Call Queue Voicemail
Voicemail is enabled by an Administrator for Call Queue members to retrieve.
| Enable Voicemail |
For more details on how to set up, see Set Up Extension Voicemail and Greetings.
- Sign in to the Admin Portal.
- Click Phone System, then click Call Queues.
- Hover over the call queue you want to modify and click the Pencil icon.
- Click Prompts and then go to No Agents Available Configuration.
- Mark the option to enable Play Greeting and go to Voicemail.
- Set options:
| Select Greeting to Play |
Select an option:
- Play Unavailable Message
- Play Busy Message
- Play This Greeting
If this option is selected, you must Record or Upload a greeting.
| | Go to Voicemail Of | Select the extension of the voicemail you want the call forwarded to. |
- Click Save.
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| Retrieve Voicemail |
You can retrieve a call queue's voicemail from a phone on your Vonage Business system or from a phone off the system.
Phone On the System
- Dial the call queue's extension number.
- Press * when the voicemail greeting starts to play.
- Enter the call queue's extension number, followed by #.
- Enter the voicemail PIN, followed by #.
Phone Off the System
The Virtual Receptionist must be set to Play a List of Options, and the option Allow callers to dial an extension directly by entering it at any time must be enabled.
- Dial your company's main phone number.
- Dial *101 when the greeting starts to play.
- Enter the call queue's extension number, followed by #.
- Enter the call queue's voicemail PIN, followed by #.
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