Call Queue

A call queue holds incoming callers in line when all agents are busy. Instead of hearing a busy tone or being disconnected, callers wait in a queue with hold music or periodic announcements until the next agent becomes available. This is essential for businesses that handle high call volumes.

How Call Queue Works

Caller dials ExoPhone → IVR → Connect (all agents busy)
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        v
Caller enters queue
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        v
Hold music plays + periodic announcements
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        v
Agent becomes available → Caller connected

When a caller enters the queue:

They hear hold music or a custom message.
Optionally, they hear their position in the queue ("You are caller number 3").
When an agent finishes their current call, the next caller in the queue is connected.
If the caller waits beyond the maximum wait time, they are routed to an overflow destination (voicemail, callback, alternate team).

Setting Up a Call Queue

Step 1: Enable Queuing in the Connect Applet

Open your call flow in App Bazaar.
Click on the Connect applet.
In the applet settings, enable Queue.
Configure the queue settings (see table below).
Save and publish.

Step 2: Configure Queue Settings

Setting	Description	Recommended Value
Queue enabled	Turn queuing on/off	Enabled
Hold music	Audio played while caller waits	Upload a custom `.wav` file or use default
Queue position announcement	Tell callers their position	Enabled
Estimated wait time	Tell callers the estimated wait	Enabled (if available)
Max queue size	Maximum number of callers in the queue	10-50 depending on team size
Max wait time	Maximum seconds a caller waits before overflow	120-300 seconds
Overflow destination	Where to route callers who exceed max wait	Voicemail, callback, or alternate team

Step 3: Configure Hold Music

Upload custom hold music or use Exotel's default:

In the queue settings, click Hold Music.
Choose one of:
- Default: Exotel's standard hold music
- Upload: Upload a custom .wav file (8000 Hz, Mono)
- Text-to-Speech: Enter a message to be spoken periodically

tip

Keep hold music professional and not too loud. Avoid music with lyrics, as it can be distracting. Instrumental music or light jazz works well. Periodically interrupt with a message like "Thank you for your patience. An agent will be with you shortly."

Step 4: Configure Overflow Routing

Define what happens when a caller exceeds the maximum wait time or the queue is full:

Queue overflow → Voicemail
             → Callback request
             → Alternate agent group
             → Greeting ("Please call back later") → Hangup

From the Queue Overflow output of the Connect applet, draw a connection to:
- A Voicemail applet
- Another Connect applet (overflow team)
- A Greeting + Hangup combination
Configure the overflow applet appropriately.

Queue Position Announcements

Callers can be informed of their position in the queue periodically:

Announcement Type	Example
Position	"You are caller number 3 in the queue."
Wait time estimate	"Your estimated wait time is 2 minutes."
Combined	"You are number 3 in line. Estimated wait: 2 minutes."
Periodic reassurance	"All agents are currently busy. Please hold."

Configuring Announcements

In the queue settings, enable Queue Position Announcement.
Set the Announcement Interval (e.g., every 30 seconds).
Choose the announcement type (position, wait time, or combined).
Optionally upload a custom announcement audio.

Queue Distribution Strategies

When an agent becomes available, the next caller from the queue is connected. The order depends on the distribution strategy:

Strategy	Behavior
First In, First Out (FIFO)	The caller who has waited the longest is connected first (default)
Priority-based	VIP or high-priority callers are served first
Skills-based	Callers are matched to agents based on skills (requires Smart Routing)

FIFO is the default and most common strategy. For priority-based or skills-based queuing, see Smart Routing.

Queue Callback (Virtual Queue)

Instead of holding callers on the line, offer them the option to receive a callback when an agent is available:

How Queue Callback Works

Caller enters queue → "Press 1 to hold, Press 2 for a callback"
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        1 → Stays in queue with hold music
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        2 → "We will call you back shortly" → Hangup
            → Caller's position preserved in queue
            → Agent available → Exotel calls the customer back

Setting Up Queue Callback

Before the queue, add an IVR Menu applet offering the callback option.
For the callback key, add a Greeting ("We will call you back") and Hangup.
Configure a webhook to capture the caller's number and queue position.
When an agent is free, trigger a callback via the Connect Two Numbers API.

tip

Queue callback significantly improves customer experience. Studies show that 63% of callers prefer a callback over waiting on hold. Implement this feature for queues with average wait times exceeding 2 minutes.

Queue Metrics

Monitor queue performance with these key metrics:

Metric	Description	Target
Average wait time	Mean time callers spend in queue	Under 60 seconds
Max wait time	Longest wait experienced	Under 5 minutes
Queue abandonment rate	Percentage of callers who hang up while waiting	Under 5%
Queue overflow rate	Percentage of callers routed to overflow	Under 10%
Service level	Percentage of calls answered within target time	80% within 20 seconds
Queue size (peak)	Maximum simultaneous callers in queue	Monitor for capacity planning

Access these metrics in Call Analytics.

Queue Sizing Guidelines

Team Size	Recommended Max Queue	Max Wait Time
1-5 agents	5-10 callers	120 seconds
5-15 agents	10-25 callers	180 seconds
15-50 agents	25-50 callers	240 seconds
50+ agents	50-100 callers	300 seconds

warning

Setting the max queue size or wait time too high can lead to frustrated callers and high abandonment rates. Monitor your queue metrics regularly and adjust based on actual performance.

Best Practices

Set realistic max wait times -- If your average handle time is 3 minutes and you have 5 agents, set max wait to 3-5 minutes, not 15 minutes.
Offer callbacks for long waits -- If wait times regularly exceed 2 minutes, implement queue callback.
Use periodic announcements -- Callers who hear their position and estimated wait are more likely to stay on the line.
Monitor abandonment -- If abandonment rate exceeds 5%, reduce wait times or add agents.
Route overflows intelligently -- Send overflow callers to voicemail with a callback promise, not just a hangup.
Update hold music regularly -- Callers who call frequently will notice stale hold music. Rotate it periodically.
Staff based on queue data -- Use historical queue metrics to forecast demand and schedule agents accordingly.

Troubleshooting

Issue	Cause	Solution
Callers hear busy tone instead of queue	Queue not enabled	Enable queue in Connect applet settings
Hold music not playing	Audio file format incorrect	Use 8000 Hz Mono `.wav` format
Callers not hearing position	Announcement not enabled	Enable queue position announcement
Queue overflows too quickly	Max wait time too short	Increase max wait time
Agents not receiving queued calls	Agent numbers incorrect	Verify numbers in Connect applet
All callers go to overflow	No agents available	Check agent availability and scheduling

How Call Queue Works​

Setting Up a Call Queue​

Step 1: Enable Queuing in the Connect Applet​

Step 2: Configure Queue Settings​

Step 3: Configure Hold Music​

Step 4: Configure Overflow Routing​

Queue Position Announcements​

Configuring Announcements​

Queue Distribution Strategies​

Queue Callback (Virtual Queue)​

How Queue Callback Works​

Setting Up Queue Callback​

Queue Metrics​

Queue Sizing Guidelines​

Best Practices​

Troubleshooting​

Related​