Configuring Call Queues in VoiceStack

Module: Admin Application

Read this article to learn the steps to perform Call Queue configuration in the VoiceStack Admin application.

Create a Call Queue

1. To access the Call Queue, go to Configuration > Calls > Call Queue.

2. Click Create Call Queue. 

3. Specify the following details: 

• Enter a preferred Name (Mandatory) for the Call Queue.
• Select a Location (Mandatory)  from the dropdown list.
• Select a Queue Behaviour (Mandatory).You can select queue behaviours such as:
  • Dial and Exit:- Rings a specific agent or extension. If unanswered, the call moves to the next configured action.
  • Dial and Queue:- Rings a specific agent first. If unanswered, the caller is placed into a queue.
  • Queue Only:- Sends the caller directly into a queue without dialing any individual agent first.
• Select the required Ring Group from the dropdown list and click Add Ring Group. 
• Click Next.

• Click + Add More Audio Tracks and select the Audio from the dropdown list.

• Click Create.

If you have selected Dial and Queue or Queue Only as the Queue Behaviour:

• Set the Max Duration in Queue in seconds.
• If you need the call to auto dial, click on the Auto Dial radio button.
• For a limit of callers in the queue, click on the Enable Queue Limit radio button.
• Specify the Number of callers allowed in the Queue.

Tip: Use the Calls by Queue tab in Call Analytics to view the Average Wait Time insights. You can use this insight to adjust the Maximum Duration of the Queue.

• If you need the patients to know the queue position, click on the Enable Queue Announcement Options radio button.
• Checkmark the required Announcement Types - Position and Wait Time.
• Enable the Queue Exit Type configuration for setting voicemail and the callback option.

For Voicemail:

• Enable the Voicemail toggle button.
• When enabled, the Voicemail option allows callers to leave a voice message if their call is not answered and gets parked or exits the queue.
• Key to activate Voicemail: Specifies the keys (e.g.,1, 2,3 etc.) that the caller must press to activate the call-back.
• Voicemail Audio*: The audio message that will play before the caller records their message. This could include instructions like “Please leave your message after the tone.”
  • Audio Player: Lets you preview the selected voicemail audio file before saving.
• Send to: This dropdown allows you to choose the final destination where the voicemail message will be routed after recording. This can be a specific agent, group mailbox, admin inbox, or a designated email address (if supported).
  • Use Case: This ensures that voicemails reach the right team or person for timely follow-up.

For Call Back:

• Select the Call Back tab.
• Click on the Enable Call Back toggle button.
  • When enabled, it allows callers to request a return call instead of waiting on hold or staying in a queue.
• Key to activate Callback: Specifies the keys (e.g.,1, 2,3 etc.) that the caller must press to activate the call-back.
• Callback Menu Prompt: Select an audio for the callback menu prompt. An example would be "All our agents are busy. Press 1 to receive a callback".
  • Audio Player: Lets you preview the selected voicemail audio file before saving.

Note: The Voicemail audio prompt and Callback prompt audio should each be kept under 5 seconds in duration.

3. Click Create.

Note: Ensure that the “Play Default Audio” option is selected where applicable. If this option is not enabled, a custom audio clip should be uploaded manually under the Sound Clip section (for example: “Please press 1...” or “Press 2...” prompts).

Update or Remove a Call Queue

• Click Configure to update the call queue.
• Click Delete to remove the call queue.

Support

Need further help? Contact [e-mail] or call [phone].