CALL QUEUES
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.
HOW IT WORKS
From busy agents to caller served — automatically
Here's exactly what happens when a caller reaches your queue.
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
FAQ
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Can I use my own hold music?
Yes. You can upload your own audio file to use as hold music — a branded message, background music that fits your business, or a combination of both. Our support team can help you configure this during onboarding.
How long can callers wait in the queue?
You set the maximum wait time in your queue configuration. When a caller reaches the limit, they're automatically routed to your overflow destination — voicemail, a callback message, another number, or a custom recorded message. This prevents callers from waiting indefinitely.
Can agents see how many callers are waiting?
Yes. The Othos operator panel and dashboard show the live queue depth — how many callers are waiting and how long the longest wait has been. Managers can use this to add agents to the queue during busy periods or adjust routing in real time.
Do call queues work with the mobile app?
Yes. Mobile app users can be queue agents — they receive calls from the queue on their mobile app just like desk phone users. This is ideal for teams where agents move between the office and remote working.
Is there an extra cost for call queues?
No. Call queues are included with your Othos Cloud PBX plan at no extra cost. You can create as many queues as you need — one per department, one per product line, whatever your business requires — with no additional fee per queue or per agent.
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