🛠️ Setup questions
I don't see a Queues tab in Phone Settings. Queues require the Phone & Inbox Pro plan and must be enabled on your account. Check Settings → Billing for your plan, then contact Support or your customer success manager if you're on Pro and the tab is still missing. The tab is also hidden for users without Phone access.
The Queue strategy isn't listed under Distribution. Same cause as above. It only appears for Pro accounts with queues enabled, and only on numbers using VoIP routing (not "Forward to phone").
"Forward to a queue" doesn't appear under If nobody answers. That fallback is offered for Simultaneous, Round Robin and Cascading strategies on Pro accounts. It is deliberately hidden when the strategy is already Queue (a queue never falls through), and it isn't available in the after-hours ring group section.
I can't delete a queue. The trash icon is greyed out. The queue is still assigned somewhere: a number's routing, an IVR extension, an after-hours menu, or an "if nobody answers" fallback. The Assigned to column tells you how many places. Open each number, change the routing, save, then delete.
I get "must be selected for a queue ring group" when saving a number. You chose the Queue strategy but didn't pick a queue in Queue Selection. Select one and save again.
Can I use the same queue on several numbers? Yes. Queues are account-level. Callers from every number wait in one combined line and the Live View groups them under the queue.
Can I set a maximum wait time, position announcements or priority callers? Not currently. Callers wait until answered, until they hang up, until they accept a callback, or until the number's phone hours end. Use callbacks to keep long waits comfortable.
📵 "The queue isn't ringing me"
Work down this list. Each item is a reason an agent is skipped:
You're Away. Check the availability toggle at the bottom of the sidebar; it must say Available. If you have personal hours set, you're automatically Away outside them. Details.
You're not in the queue. An admin should check Phone Settings → Queues → Edit: are you listed under Assigned users, or a member of an Assigned team?
You've been paused for this queue. In the same editor, your Availability switch must be on. The label "permanently away" next to your name means you're paused.
You're a team Manager. Managers are never rung through their team. Switch the Manager toggle off in Settings → Users → Teams → Edit Team, or add yourself as an individual user on the queue. Details.
You don't have Phone access. Only users with Phone access receive calls.
Someone else was idle longer. Queues ring one agent at a time, longest-idle first. If a teammate has been free longer, they get the call. Check the Live View: if calls are being answered and you're Available, this is probably why.
Your phone isn't registered. In the web app, make sure the phone service is active in one tab (you'll see a warning if it's active in another). See Why Am I Not Receiving Call Notifications?.
📞 Caller-side problems
Callers are waiting a very long time. Open Phone → Live view, select the queue, and look at the Agents column. If everyone is Busy or Away, you're understaffed for that moment. Pull people back from other work, add a team to the queue, or enable callbacks. If agents show Available but calls aren't connecting, check that those agents are actually at their desks with the app open; a call that rings out moves to the next agent, and a queue of ringing-out agents can delay a caller for several minutes.
A caller went to voicemail from a queue. Three possibilities: (1) the number's phone hours ended while they waited, so they followed the after-hours routing; (2) the queue was used as an "if nobody answers" fallback but had no members, so LeadSimple skipped it and used voicemail; (3) they weren't in a queue at all. Check the number's Distribution strategy.
Callers aren't being offered a callback. Confirm Offer callbacks is switched on for that queue. The offer only plays while the caller is waiting with no agent being rung, about 10 seconds into the wait, so a caller who's connected quickly never hears it.
The hold music sounds like a phone ringing. That's the default wait audio. Upload hold music or a recorded message under the number's Audio & Greetings → Ring Tone / Wait Music.
A caller got the callback prompt twice. That's expected if they declined the first time (didn't press 1) and later returned to a waiting state. The offer repeats so they can change their mind.
🔔 Callback problems
A callback was offered to me but disappeared. You have 60 seconds to click Call or Skip. After that it's released to the next agent. You may see "This callback was reassigned" if you click Call too late.
Nobody is getting the callback prompt. Callbacks are only offered to agents who are online in the web app and Available. Agents on mobile only won't see it. The callback stays listed in the Live View (with a Callback requested chip) until someone eligible is free.
Two people called the caller back. This shouldn't happen: once any agent places an outbound call to that number the callback is cancelled. If it does, check whether the second call was placed before the first connected.
👀 Visibility and reporting
A team lead's Live View is empty. Non-admins only see teams they belong to and queues assigned to those teams. Add them to the team (as a Manager if they shouldn't take calls). Details.
Team totals in reports are bigger than the account total. A call counts toward every team of the people involved, so users on several teams are counted for each. Details.
Abandonment shows fewer queued calls than Call Volume. Abandonment and Speed of Answer only count calls that reached the hold stage, and only calls placed since those metrics were introduced. Calls that ended in the IVR menu aren't counted as queued.
🆘 Still stuck?
Reach out to Support with the queue name, the number dialled, the caller's number and the approximate time of the call. That lets us trace exactly which agents were considered and why. Start from How Call Queues Work if you'd like a refresher on the routing rules.