This is a reference for every setting that shapes how a queue behaves. Some live on the queue itself (Phone Settings → Queues), others live on the phone number or team that feeds the queue. Use it alongside Creating and Managing a Call Queue.
⚙️ Settings on the queue
Setting | What it does |
Queue name | Shown wherever you pick a queue (number routing, extensions, transfer dialog, Live View, reports). Must be unique and at least two characters. |
Assigned teams | Every regular member of each team becomes an agent of the queue. Membership is read live, so team changes apply instantly. Team Managers are not rung. |
Assigned users | Individuals added directly. Always rung (subject to availability), regardless of Manager status on any team. |
Availability switches | One switch per member. Off = "permanently away for this queue": skipped by this queue only, until an admin switches them back on. Pauses are kept even if the member is also a Manager elsewhere, and are cleared automatically when the person is no longer assigned. |
Offer callbacks | When on, a caller who has been waiting with no agent currently being rung is offered a callback (press 1). The caller keeps their place in line and the next available agent is prompted in-app to call them back. See Queue Callbacks. |
📱 Settings on the phone number that affect the queue
Open Phone Settings → Numbers and select the number. These sections matter for queued callers:
Setting (section) | Effect on the queue |
Distribution → Queue (Routing) | Makes the queue the number's primary routing. The Queue Selection dropdown picks which queue. Teams connected to the number are not used, because the queue owns its own member list. |
If nobody answers → Forward to a queue (Routing) | Available for Simultaneous, Round Robin and Cascading. When the ring group goes unanswered the caller is moved into the selected queue instead of voicemail. If that queue has no members, voicemail is used. |
Ring duration (seconds) (Routing) | How long each ring attempt lasts (10–120s). This field is hidden when the number's strategy is Queue, because queued callers wait indefinitely. If a value is set, it still controls how long each agent is rung per offer. When unset, each queue offer rings an agent for 15 seconds (30 seconds if the queue has a single agent), or for the length of the custom ring tone if one is uploaded. |
Greeting (Audio & Greetings) | Plays once when the caller first enters the queue. If no custom greeting is uploaded and call recording is on, the recording disclosure plays instead. The greeting is not replayed after a callback prompt. |
Ring Tone / Wait Music (Audio & Greetings) | The hold audio. For queued callers it loops continuously for as long as they wait. Upload an MP3/WAV (hold music, or a recorded "your call is important" message). The default is a ringing tone, which can sound odd during a long wait. |
Phone hours enabled (After Hours) | With phone hours on, a caller who is still waiting when the number's closing time passes is moved to the number's after-hours handling (voicemail, an after-hours ring group or IVR), unless they've already requested a callback, or the after-hours route is the same queue. Callers who arrive after hours follow the after-hours handling directly. |
After-hours Ring Group → Queue (After Hours) | Lets a different (or the same) queue handle calls outside phone hours, e.g. an on-call emergency queue. |
Extension → Action: Ring users → Queue (Extensions) | Sends callers who pick that IVR option into the queue. Extensions can also use Forward to a queue as their "if nobody answers" fallback. |
Record calls (account setting) | Queued calls are recorded like any other inbound call. The whole conversation, including transfers and holds, is captured as a single recording. |
👥 Settings on teams and users that affect the queue
Setting | Effect |
Team membership (Settings → Users → Teams) | Adding or removing someone from a team adds or removes them from every queue the team is assigned to. |
Manager toggle (Edit Team) | Keeps visibility, removes the person from the team's queue routing and metrics. Details. |
Phone access (user permissions) | Only users with Phone access can be rung or see the Live View. Users without it can be on a team but won't receive queue calls. |
My Call Availability (Phone Settings → Phone Hours) | The user's personal schedule. Outside it they're automatically Away for calls and skipped by every queue. Details. |
Availability toggle (sidebar) | Available / Away for calls / Away for calls & emails. Away users are skipped by every queue until they return. |
🔒 Behaviour that isn't configurable
Routing order is always longest-idle first. There's no round-robin or priority option inside a queue.
One agent rings at a time. A queue never rings the whole team simultaneously.
No maximum wait time. Callers wait until answered, until they hang up, until they accept a callback, or until phone hours close.
Callback prompt timing is fixed: the offer plays after about 10 seconds of waiting with no agent being rung, and again each time the caller returns to waiting. Agents have 60 seconds to act on a callback before it moves on.
No position or estimated-wait announcements are played to callers.
📚 Related articles
Getting Started with LeadSimple Phone (audio uploads and IVR basics)