Plan requirement: Queues are available on the Phone & Inbox Pro plan. Only Admins can create, edit or delete queues; other users can view the list.
📋 Before you start
🛠️ Creating a queue
Go to Phone Settings (gear icon on the Phone tab, or Settings → Phone Settings).
Open the Queues tab. If you don't see it, your account may not have queues enabled yet. Contact Support.
Click New Queue.
Enter a Queue name (at least two characters, unique in your account). Name it after the work it handles: Maintenance Queue, Leasing Queue, Front Desk.
Under Assigned teams, pick one or more teams. Every regular member of those teams becomes a queue agent. Team Managers are included for visibility but are never rung.
Under Assigned users, optionally add individual people who aren't on an assigned team (for example an overflow floater). A directly assigned user is always rung, even if they're a Manager of some other team.
Under Availability, every member appears with a switch that is on by default. Switch someone off to mark them permanently away for this queue. They stay on the team, keep visibility, and still receive calls from other queues. They just won't be rung by this one. Use this for a new hire who's still training, or a team member who covers a different line.
Switch Offer callbacks on if waiting callers should be able to press 1 and have the next available agent call them back. Leave it off if you'd rather callers always stay on the line.
Click Create Queue.
The queue now appears in the list with its Callbacks status, the number of Members who can be rung, and what it is Assigned to. A new queue shows Unassigned until you point a number, extension or fallback at it. See Where You Can Use a Queue.
A queue needs at least one agent who can actually be rung. If every member is paused, away, or a Manager, callers will sit on hold until someone becomes available. When a queue with no members is used as an "if nobody answers" backup, LeadSimple skips it and sends the caller to voicemail instead.
✏️ Editing a queue
On the Queues tab, click the pencil icon next to the queue.
Change the name, teams, users, availability switches or callback setting.
Click Save.
If the queue is live on one or more numbers you'll see a warning: removing users or teams takes effect immediately on active call routing. That's by design. A caller already waiting will be offered to the updated agent list on the next attempt, so you can pull someone out of a busy queue without waiting for it to empty.
⏸️ Pausing and resuming a member
The Availability switches in the queue editor are the per-queue equivalent of the sidebar's Away for calls, but controlled by an admin and scoped to one queue:
Switch off → the member is marked "permanently away" for this queue and is skipped when calls are routed.
Switch on → they're back in the rotation immediately.
If you remove a user or team from the queue, any pause for people who are no longer assigned is cleared automatically.
🗑️ Deleting a queue
Click the trash icon next to the queue. A queue that is still assigned to a number, an IVR extension, an after-hours menu or an "if nobody answers" fallback cannot be deleted. The trash icon is disabled and the tooltip reads "This queue is in use. Disconnect it from all numbers and extensions before deleting." Open each number's routing, pick a different strategy or queue, save, then delete the queue.
🔗 One queue, many numbers
Queues are account-level, so the same queue can be used by several numbers and extensions at once. For example, your main line's "Press 2 for Maintenance" extension and your dedicated maintenance number can both feed the Maintenance Queue. Callers from every source wait in the same line, and the Live View groups them under the queue so you see one combined picture.