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.

• If the queue behavior is set to Dial and Queue or Queue Only, select an audio stream in the next step to play while the caller waits in the queue.

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

2. Click Create.

If you have selected Dial and Queue or Queue Only as the Queue Behaviour, in the Advanced Settings step:

• 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 key press (e.g., 1,2,3 etc.) that the caller must press to activate the voicemail recording.
• 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 / Contact

Need further help? Contact [e-mail]  or call 407-833-6436.