Setting up call queues

Setting Up Call Queues

Call queues allow incoming calls to be held with music while callers wait for an available agent. Callers hear their position in the queue and are connected automatically the moment an agent picks up.

How It Works

1. Caller dials your business or presses a key on your IVR menu.
2. Caller hears: "Thank you for calling. Please hold while we connect you to an agent."
3. Your uploaded hold music (or ad audio) plays while they wait.
4. All agents ring simultaneously. First to answer takes the call.
5. If no agent answers, the caller hears their position: "You are number 2 in the queue" (announced in your branded voice) and hold music resumes.
6. This repeats — the caller stays in queue for as long as they choose to wait. There's no maximum hold time; the call only ends when an agent answers or the caller hangs up, just like a real call centre.

Setting Up Your Queue

1. Go to Dashboard → Call Queues.
2. Click Create Queue.
3. Enter a queue name (e.g. "Support Queue").
4. Select a routing strategy — Ring All is recommended for small teams.
5. Upload your hold music or ad audio (WAV or MP3) — drag and drop or click to browse. Auto-converted for best quality.
6. Assign agents by selecting their office number extensions.
7. Click Create Queue.

Hold Music & Audio Ads

• Upload any WAV or MP3 file — it is automatically converted to the correct format.
• Use this to play ads, offers, or welcome messages while callers wait.
• Drag and drop a new file at any time to replace the current audio.
• Leave empty to use default hold music.

Queue Position Announcements

• Callers automatically hear their live position in the queue while they wait — no setup required.
• Position announcements use 6X's own recorded voice for a consistent, professional caller experience across all businesses.

Routing Strategies

• Ring All — all agents ring at once, first to answer wins. Best for small teams.
• Round Robin — agents take turns. Fair distribution for larger teams.
• Longest Idle — least recently busy agent rings first.
• Top Down — always tries the first agent first.

Important Notes

• Agents must be logged into the agent portal to receive queue calls.
• Each account has one queue extension reserved automatically at signup.
• Link your queue to an IVR menu option for the best caller experience.