CALL QUEUES

No more busy tones — keep every caller on the line

When all your agents are busy, callers wait in a queue with music on hold and position updates — instead of hitting a busy signal and hanging up. Serve every caller in order, automatically.

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Support Queue ● 3 callers waiting

In queue

1:42

Avg wait

Handled today

Agents

Sarah van Wyk On call · 3:14

Rodrigo Paes On call · 1:07

Lindi Petersen Available

Waiting

+27 21 555 0192 0:48

+27 11 555 0344 0:21

+27 31 555 0887 0:05

Support Queue ● 3 callers waiting

In queue

1:42

Avg wait

Handled today

Agents

Sarah van Wyk On call · 3:14

Rodrigo Paes On call · 1:07

Lindi Petersen Available

Waiting

+27 21 555 0192 0:48

+27 11 555 0344 0:21

+27 31 555 0887 0:05

Already chosen by SA Leaders

Zero

Busy tones — callers wait in line instead of being turned away

Live

Position updates — callers hear exactly where they are in the queue

Auto

Routing — next available agent gets the next caller automatically

Custom

Hold music and messages — set the tone for your brand while callers wait

WHAT IS IT

Every caller served — in order, every time

A call queue holds incoming callers in a waiting line when all your agents are busy. Instead of hearing a busy tone and hanging up, callers hear hold music and a message telling them their position in the queue and estimated wait time.

When an agent becomes available, the system automatically connects them to the next caller in line — no manual intervention, no calls dropped, no one left wondering if their call was lost.

Call queues work seamlessly with your ring groups, time conditions and IVR — so callers are only queued during business hours, with overflow routing in place for when the queue gets too long or times out.

TRY FOR FREE

Zero

Busy tones — callers wait in line instead of being turned away

Auto

Routing — next available agent gets the next caller automatically

WHAT IS IT

Every caller served — in order, every time

When an agent becomes available, the system automatically connects them to the next caller in line — no manual intervention, no calls dropped, no one left wondering if their call was lost.

TRY FOR FREE

Live

Position updates — callers hear exactly where they are in the queue

Custom

Hold music and messages — set the tone for your brand while callers wait

Zero

Busy tones — callers wait in line instead of being turned away

Live

Position updates — callers hear exactly where they are in the queue

Auto

Routing — next available agent gets the next caller automatically

Custom

Hold music and messages — set the tone for your brand while callers wait

WHAT IS IT

Every caller served — in order, every time

When an agent becomes available, the system automatically connects them to the next caller in line — no manual intervention, no calls dropped, no one left wondering if their call was lost.

TRY FOR FREE

BENEFITS

What a call queue does for your business

A queue turns a frustrating caller experience into a managed, professional one — and keeps revenue from walking out the door.

No lost calls during busy periods

Busy tones cost you business. A queue holds callers until someone is free — every call gets answered, even during your busiest times of day.

Position and wait time announcements

Callers hear their position and estimated wait time as they queue. Knowing they're number 2 in line and won't wait long makes the difference between staying on the line or hanging up.

Custom hold music and messages

Replace generic hold music with your own audio — brand messages, promotions, business information, or music that fits your brand. Your hold experience is part of your customer experience.

Live queue dashboard

See your queue in real time — who's waiting, how long they've been there, which agents are on calls and which are available. Manage capacity and staffing based on live data.

Overflow and timeout routing

Set a maximum queue length or wait time. When the limit is reached, overflow calls route to voicemail, another group or a callback option — callers are never just left in limbo.

Fair distribution across agents

Queue calls are distributed to the next available agent automatically — no agent can skip or cherry-pick calls. Every caller gets served in order, every agent gets a fair workload.

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HOW IT WORKS

From busy agents to caller served — automatically

Here's exactly what happens when a caller reaches your queue.

Caller dials your number

The call arrives through your IVR or direct line. If all agents in the ring group are busy, instead of a busy tone the call is placed into the queue automatically.

Caller dials your number

The call arrives through your IVR or direct line. If all agents in the ring group are busy, instead of a busy tone the call is placed into the queue automatically.

Caller hears hold music and position

The caller is greeted with a message confirming they're in the queue, followed by your custom hold music. At regular intervals they hear their position — "You are number 2 in the queue."

Caller hears hold music and position

The caller is greeted with a message confirming they're in the queue, followed by your custom hold music. At regular intervals they hear their position — "You are number 2 in the queue."

Agent becomes available

The moment an agent finishes their current call and becomes available, the system identifies them as free and prepares to connect the next caller in the queue.

Agent becomes available

The moment an agent finishes their current call and becomes available, the system identifies them as free and prepares to connect the next caller in the queue.

Call connected automatically

The system connects the agent to the caller at the front of the queue. The agent hears a whisper announcement — "Call from the support queue" — before the caller is connected, so they're ready.

Call connected automatically

The system connects the agent to the caller at the front of the queue. The agent hears a whisper announcement — "Call from the support queue" — before the caller is connected, so they're ready.

Overflow if queue exceeds your limit

If the queue reaches your maximum length or a caller has waited too long, the system routes them to your overflow destination — voicemail, another number or a callback message — instead of just waiting indefinitely.

Overflow if queue exceeds your limit

USE CASES

Who uses call queues most?

Any team that receives more calls than they can answer simultaneously — which is most businesses at their busiest times.

WHAT'S INCLUDED

Everything in your call queues setup

Included as standard in every Othos Cloud PBX plan — no per-queue fee, no agent licence cost.

Unlimited queues per account

Custom hold music — upload your own audio

Queue position and wait time announcements

Agent whisper — agents know which queue they're answering

Maximum queue depth setting

Maximum wait time setting

Overflow routing — voicemail, number or message

Live queue dashboard — real-time visibility

Works with desk phones, mobile app and desktop app

Integrates with ring groups, IVR and time conditions

Want us to set up your call queues?

Our SA-based support team configures your queues, hold music and overflow routing as part of your Othos onboarding — no technical knowledge required.

TALK TO AN EXPERT

FAQ

Call queue questions answered

Couldn’t find what you were looking for?
write to us at

support@othostelecom.co.za

What is the difference between a call queue and a ring group?

A ring group distributes a call immediately to available agents — if all agents are busy, the call goes to the overflow destination. A call queue holds the caller in a waiting line with music on hold until an agent becomes free. For most businesses, ring groups and queues work together — the ring group tries all agents first, and if no one answers the call enters a queue.

What is the difference between a call queue and a ring group?

Can I use my own hold music?

How long can callers wait in the queue?

Can agents see how many callers are waiting?

Do call queues work with the mobile app?

Is there an extra cost for call queues?

Stop losing callers to busy tones

Call queues are included with every Othos Cloud PBX plan. Set up in minutes — our team configures it for you.

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