This guide is for agents who are members of a queue. It covers how to make sure queue calls reach you, what an incoming queue call looks like, and what happens when you answer, decline or miss one. Admin setup is covered in Creating and Managing a Call Queue.
✅ Getting ready to take queue calls
Be logged in with the phone active. Queue calls ring you in the LeadSimple web app (and the mobile app). In the web app, keep a LeadSimple tab open. The phone service runs in one tab at a time, so if you see "Phone service is active in another tab", use that tab or let this one take over when prompted.
Set yourself to Available. Click your availability at the bottom of the left sidebar and choose Available. If you're Away for calls, every queue skips you.
Check your personal hours. If you have a schedule under Phone Settings → Phone Hours → My Call Availability, you're automatically marked Away outside it. See Setting an Agent's Working Hours.
Make sure you're actually in the queue. Open Phone → Live view, choose Queue, and select your queue. You should see yourself in the Agents column as Available. If you don't appear, ask an admin to check your team membership or whether you've been paused for that queue.
📲 What an incoming queue call looks like
A queue call arrives like any other inbound call: a notification slides in at the top-right of the screen showing the caller's name (if they're a known contact) or number, the line they called (To: Maintenance), and two buttons: a green Answer button and a grey Reject button. If the caller matches a contact you can click their name to open the record while it's still ringing.
Because queues ring one agent at a time, if your phone is ringing you are the only person being offered that call right now. Answer promptly, because each offer rings for about 15 seconds (or the number's configured ring duration) before moving to the next agent.
☎️ When you answer
The caller hears "Thank you for waiting. Connecting you now." and is joined to you.
Hold music stops and the call behaves like any other: you can place the caller on hold, add a teammate, or transfer to a teammate or to another queue.
The caller's wait time (from entering the queue to you answering) is recorded for the Speed of Answer report, and the call is attributed to you and to the queue's team in reporting.
When you hang up, your idle clock resets. You go to the back of the longest-idle order, so the next waiting caller is offered to whichever teammate has been free the longest.
🚫 If you decline, miss, or are busy
Decline or no answer: the call is immediately offered to the next longest-idle available agent. You won't be rung again for that same caller until the other available agents have been tried.
Already on a call: you're skipped automatically; busy agents are never rung by a queue.
Nobody available: the caller stays on hold. The moment any queue agent becomes free (finishes a call or switches to Available), the longest-waiting caller is offered to them.
Queue callers are never sent to voicemail while they're in the queue. The only exceptions are if the number's phone hours end while they wait (they then follow the after-hours routing) or if they accept a callback.
If you need to step away, switch to Away for calls rather than letting calls ring out. Declined calls delay the caller by one ring cycle; an Away agent is skipped instantly.
🔔 Callbacks
If the queue has callbacks enabled, a caller may choose to be called back instead of waiting. When you're the longest-idle available agent, a Queue callback prompt opens in your dialer with the caller's details and a Skip button. Read Queue Callbacks for the full flow.
👀 Keeping an eye on the queue
The Phone tab in the sidebar shows a badge with the number of callers currently waiting. Open Phone → Live view to see waiting calls, active calls and your teammates' status for the queues you belong to. See Monitoring Live Call Activity with the Live View.
❓ Quick answers
Why did my teammate get the call and not me? They had been idle longer. Queues always ring the agent who has been free the longest.
Why am I not getting any queue calls? Check that you're Available, within your personal hours, have Phone access, are on a team assigned to the queue (or assigned directly), and haven't been marked permanently away for that queue or as a team Manager. More in Queue Troubleshooting and FAQs.
Can I see how long the caller has waited before I answer? The incoming notification doesn't show it. The Live View shows every waiting caller with a live Waiting m:ss timer.