Set Up Call Queues

The call queue lets callers wait on hold when all agents are busy, instead of dropping the call or going to voicemail. When an agent becomes free, SureConnect automatically dequeues the next waiting caller and connects them.

Steps

1. 1

   Open your campaign

   Go to Campaigns and click the campaign you want to configure.

2. 2

   Enable the queue

   Toggle Queue Enabled to on.

3. 3

   Set max wait time

   Enter the Max Queue Wait in seconds. This is the maximum time a caller will wait on hold before being timed out. The default is 300 seconds (5 minutes).

4. 4

   Save

   Click Save. The queue is now active for this campaign.

How the queue works

1. A call arrives and no agents are available.
2. SureConnect places the caller on hold using Twilio's native queue with hold music.
3. A queue entry is created in the system tracking the caller's wait time.
4. When an agent finishes a call and becomes free, SureConnect automatically dequeues the oldest waiting caller.
5. The waiting caller is connected to the newly available agent.

What happens when a caller exceeds max wait

If a caller waits longer than the max wait time, the call is marked as "abandoned" and a callback is created automatically so your team can follow up.

What happens when a caller hangs up

If a caller hangs up while waiting in the queue, the queue entry is marked as "abandoned" and a callback is created.

Monitoring the queue

The Live Ops Dashboard shows active queue entries in real time, including how long each caller has been waiting. Discord alerts also fire when callers enter the queue, are dequeued, or abandon.