Call queues allow you to manage high incoming call volumes without increasing staffing. When all agents are busy, callers are placed in a virtual waiting line—a call queue. When one of the agents becomes free, DialLink will route the first waiting caller to them.
Subscription plan availability: The Call Queue feature is available on Professional and Enterprise plans.
How to create a call queue
Open Settings.
Desktop:
Mobile:
2. Open Call queues.
Desktop:
Mobile:
3. Click + Add new call queue.
Desktop:
Mobile:
4. Specify the name and click Save.
Desktop:
Mobile:
How to configure a call queue
After creating the call queue, a settings window appears. You can also access the queue setting by opening it from the list of call queues.
Before starting with the queue, complete settings in each block.
General
Set Time zone where you plan to handle calls.
Desktop:
Mobile:
2. Enable Automatically record calls if you want to record all calls and process them with DialLink AI features.
Desktop:
Mobile:
Important. For recorder queues, you must set up Announce call recording audio. Click Change, select audio from the existing library, or upload your file.
Desktop:
Mobile:
Extensions
Specify an extension that callers can dial to be routed to a call queue.
To add an extension to a call queue, type an extension in the Extension field.
Phone numbers
Specify company phone numbers that form a queue. All callers, who dial these numbers, become a part of the call queue.
To add a number, select it from the drop-down list and click Add phone number. You can add multiple phone numbers simultaneously.
Desktop:
Mobile:
Operators
Add users who will handle calls in the call queue by assigning them as operators. You can determine the order in which operators are rung by dragging and dropping them into the order you need.
Before assigning operators, make sure they've been invited as DialLink users. To add an operator, click Add Operator and select a user from the dropdown list.
Note that call order only applies to the Longest Idle, Rotating, and Sequential distribution methods.
Desktop:
Distribution
Define how the program assigns calls waiting in a queue to available agents. Choose:
Distribution method—which agent will receive a new call.
Available Distribution methods
Available Distribution methods
Longest idle—Sends a call to the agent who’s been free the longest.
Rotating—Sends a call to all available agents in a regularly changing order to distribute them evenly. The agent with the least number of answered calls appears in the queue first.
Sequential—Sends calls to agents one at a time in a fixed order. If an agent isn't available, the program redirects the call to the next agent in the sequence.
Simultaneous—Sends a call to all available agents at the same time. Whoever answers first will handle the call.
Wrap-up time—the period that agents have between finishing one call and answering another one. During this time, they aren’t available for new incoming calls.
Available Wrap-up time
Available Wrap-up time
No wrap-up time—agents receive new calls immediately after finishing the current one.
X minutes/hour—agents have the specified time break before the new call.
Desktop:
Mobile:
Schedule
Here, you configure working hours for a call queue. You can set up a call queue to handle calls the same way 24/7, or create a more granular schedule by configuring how the call queue handles calls during open and closed hours.
During working hours, callers are placed in the queue, and DialLink applies the queue parameters and announcements specified for open hours (see below). Click Change to set the working schedule.
To set up an always-on call queue, turn the toggle ON.
Desktop:
Mobile:
To enable open and closed hours, turn the toggle OFF and set up your open hours in the Hours table.
Desktop:
Mobile:
You can also add a holiday schedule to override the call queue's regular business hours on specified dates. To do this, select a holiday schedule in the Holiday Schedule field. To learn more about creating holiday schedules, see this article.
Desktop:
Mobile:
For holidays, you can also set up a separate holiday greeting. To do this, select a greeting by clicking Change in the Holiday Greeting section.
Desktop:
During open hours
Set the following limits for your call queue:
Maximum wait time. Set how long callers can wait in the queue. When the time runs out, they hear the Maximum wait time exceeded audio.
Desktop:
Mobile:
Maximum queue size. Set how many callers can wait in the queue at once. When the queue is full, new callers hear the Maximum queue size exceeded audio, which tells them they can’t join the line right now.
Desktop:
Mobile:
You can also set up audio for each stage of the caller’s experience:
Greeting audio. The first message callers hear when they join the queue.
Wait for operator audio. Lets callers know they’re in line and will be connected to the next available operator.
Hold music. Plays while callers wait.
Maximum wait time exceeded audio. Plays when a caller reaches the maximum wait time.
Maximum queue size exceeded audio. Plays when a caller tries to join a full queue.
To assign audio, click Change, select it from the existing library, or upload your file. You can play the chosen audio after selection.
Desktop:
Mobile:
Automated callback
Turn on Enable automated callback to let callers request a callback instead of waiting in line. Their place is saved, and they’re called back when an operator is free.
When this option is on, set up two audio messages:
Callback suggestion audio. Offers callers the option to request a callback.
Callback scheduled audio. Confirms that their callback has been scheduled.
Desktop:
Mobile:
Note. Automated callback is available only on the Enterprise plan.
Automated text replies
Set up automatic text messages that go out to callers after specific events:
Incoming message. Sent when someone texts one of the queue’s phone numbers.
Missed call with voicemail. Sent when a caller misses an operator and leaves a voicemail.
Missed call without voicemail. Sent when a caller misses an operator and hangs up without leaving a voicemail.
Desktop:
Mobile:
Missed call handling
Choose what happens when a call isn’t answered:
Send to voicemail. The caller can leave a voicemail for your team to follow up on.
Send to an AI voice agent. An AI voice agent answers the call, so the caller still gets help when no operator is available.
Desktop:
Mobile:
During closed hours
Choose the greeting callers hear when they call while the queue is closed. To assign audio, click Change, select it from the existing library, or upload your file. You can play the chosen audio after selection.
Desktop:
Mobile:
Choose what happens when a call isn’t answered:
Send to voicemail. The caller can leave a voicemail for your team to follow up on.
Send to an AI voice agent. An AI voice agent answers the call, so the caller still gets help when no operator is available.
Desktop:
Mobile:
Automated text replies
Set up automatic text messages that go out to callers after specific events:
Incoming message. Sent when someone texts one of the queue’s phone numbers.
Missed call with voicemail. Sent when a caller misses an operator and leaves a voicemail.
Missed call without voicemail. Sent when a caller misses an operator and hangs up without leaving a voicemail.
Desktop:
Mobile:
Notifications
Set up notifications to be sent when no operators are on duty for a call queue or when a new voicemail is received. You can choose how notifications are delivered: by email or SMS.
Notifications can be sent to any contact, not just users assigned to the call queue. You can add multiple recipients to each notification channel.
Dealing with call queues
A call queue is a powerful and flexible tool applicable in different cases. By tailoring its features, businesses can improve operational efficiency and customer satisfaction. Let’s explore several situations where a call queue can make all the difference:
During the holiday period, the business faces increasing customer requests, that overwhelm the team. Implementing a call queue guarantees that all incoming calls are organized in a virtual waiting line. Using the Longest idle distribution method, calls are routed to the first available agent. As a result, customers are smoothly connected without the frustration of dropped calls, and agents remain focused on one call at a time.
A customer needs support outside the company’s working hours. Configuring closed-hours parameters with a polite Greeting audio and an option for Voicemail audio. Customers can leave their request for follow-up during business hours.
Agent absences leave the call queue unstaffed during working hours. Use Notifications to alert supervisors via email or SMS when the queue is understaffed.
Long wait times can frustrate customers and increase bounce rates. Configure Greeting audio, Wait for operator audio, and pleasant Hold music to create a positive impression while customers wait.
An unexpected increase in calls exceeds the queue's capacity. Set a Maximum queue size and configure a message to inform customers when the queue is full. Customers will know the company can’t process their calls right now. However, clear communication minimizes dissatisfaction and sets realistic expectations.