> This page is for Cloud Call Center. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # Queues > Create queues that hold callers until an agent is free, and set the members, policies, and hold audio. A queue holds callers until an agent is free. It has members, a strategy that decides which member gets a call, and hold audio. Callers reach a queue through the **Queue** node of a [call flow](/cloud-call-center/call-flows). > **Note** > > Only administrators can see and change queues. ![The Queues tab with a queue open on its distribution strategy, hold music and announcements.](/_fern-img/fb07f5b6a2257fb06b78ae342d36182bcaa0b8767defeda5275807b4a4ab75aa.webp) ## Fields | Field | What it does | Rules | | ----------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Name** | Names the queue. | Required. 1 to 128 characters. Each queue in a SIP domain needs a different name. | | **Domain** | Sets the SIP domain of the queue. | Required. You choose it when you create the queue. You cannot change it later. | | **Extension number** | Sets the number of the queue. Agents can use it as the target of a blind transfer. Callers cannot dial it. | Required. 4 to 20 digits. Queues and extensions in the same SIP domain share their numbers, so each number must be unique. You cannot change it later. | | **Strategy** | Sets how the queue picks the member for a call. | **Ring all**, **Least recent**, **Fewest calls**, **Random**, or **Round robin (memory)**. The default is **Ring all**. | | **Music on hold** | Sets the hold music class. | Optional. The default is **System default hold**. See [Music on hold](/cloud-call-center/settings/music-on-hold). | | **Join sound** | Sets the sound that a caller hears when the caller joins the queue. | Optional. The sound must have the status **Ready**. See [Sounds](/cloud-call-center/settings/sounds). | | **Periodic announcement** | Sets the sound that a caller who waits hears at the interval that you set. | Optional. The sound must have the status **Ready**. | | **Announcement interval (seconds)** | Sets how often the announcement repeats while the caller waits. | Shows only after you select a **Periodic announcement**. A whole number from 5 to 3600. The default is 30. | | **Join policy** | Sets when a caller can enter the queue. | **Always**, **An agent is logged in**, or **An agent is free**. The default is **An agent is free**. | | **Stay policy** | Sets when a caller who waits can stay in the queue. | Same values as **Join policy**. The default is **An agent is free**. | | **Max wait (seconds)** | Sets how long a caller waits before the queue times out. | A whole number from 1 to 3600. Leave it empty for no limit. Required if **Join policy** or **Stay policy** is **Always**. | | **Agent ring timeout (seconds)** | Sets how long the phone of one agent rings before the queue tries the next agent. It is separate from **Max wait (seconds)**. | A whole number from 1 to 300. The default is 15. | | **Wrap-up (seconds)** | Sets the pause after a call before the queue offers the agent another call. | A whole number from 0 to 3600. The default is 0. | | **Max callers** | Sets how many callers can wait at the same time. | A whole number from 0 to 1000. Leave it empty or enter 0 for no limit. | | **Call recording** | Sets the recording decision for callers who enter the queue. | **Inherit**, **On**, or **Off**. The default is **Inherit**. With **Lock this decision**, nothing later in the call can change it. See [Call recording](#call-recording). | | **Active** | Turns the queue on or off. | On by default. | ## Create a queue #### Open the Queues tab Click **Settings** in the Cloud Call Center sidebar. Click the **Queues** tab. #### Open the form Click **Create Queue**. The **New queue** drawer opens. #### Enter the identity Enter the **Name**. Select the **Domain**. Enter the **Extension number**. #### Set the behavior Select the **Strategy**. Select the **Music on hold**. Set the policies and the timers. #### Save the queue Click **Create**. The drawer closes and the queue shows in the list. #### Add the members Click the row of the queue. Add the members. See [Members](#members). To change a queue, click its row. Change the fields. Click **Save**. You cannot change the **Domain** or the **Extension number**. ## Members Members are the agents who can get calls from the queue. Save the queue first. Then add members in the drawer of the queue. #### Open the queue Click the row of the queue. #### Add a member Click **+ Add member**. Select an extension in **Select an extension**. #### Set the member Set the **Penalty**, **Paused**, and **Wrap-up (seconds)**. | Column | What it does | Rules | | --------------------- | ------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Extension** | Sets the extension of the member. | The extension must be an active **User** extension in the SIP domain of the queue. An extension can be a member of a queue one time. An extension can be a member of more than one queue. | | **Penalty** | Orders the member in the queue. | A whole number of 0 or more. The default is 0. | | **Paused** | Pauses the member. The member stays in the queue. | Off by default. | | **Wrap-up (seconds)** | Sets a wrap-up time for this member only. | A whole number from 0 to 3600. The default is **Queue default**. | Agents see their own queues in the **My Queues** panel of the agent console. See [Agent console](/cloud-call-center/agent-console). ## Hold policy The **Join policy** decides if a caller can enter the queue. The **Stay policy** decides if a caller who already waits can stay. | Value | The caller can enter or stay when | | ------------------------- | ------------------------------------------------------------------------------------------------- | | **Always** | Always. The queue has no requirement. | | **An agent is logged in** | At least 1 member has logged in and does not have **Paused** on. A member on a call still counts. | | **An agent is free** | At least 1 member is free now. | If either policy is **Always**, a caller can wait with no agent to answer. For this reason, you must set **Max wait (seconds)**. When a caller cannot enter the queue, the **Queue** node of the call flow uses its **No agents** (`no_agents`) outcome. When the wait ends, the node uses its **Timeout** (`timeout`) outcome. When the queue is full, the node uses its **Queue full** (`full`) outcome. Connect these outcomes in the call flow. See [Call flows](/cloud-call-center/call-flows). ## Music on hold **Music on hold** sets the class that plays while a caller waits. If you select **System default hold**, the queue plays the default hold music. See [Music on hold](/cloud-call-center/settings/music-on-hold). ## Call recording The queue is the last level of the recording decision. The setting applies when a caller enters the queue, unless the trunk or the DID already locked the decision. If you set **Off**, the recording ends. It does not mute the recording. For the levels, see [Trunks](/cloud-call-center/settings/trunks). ## Delete a queue > **Warning** > > Remove the queue from all call flows before you delete it. A call that reaches a **Queue** node with a deleted queue takes the `failed` outcome. The next publish of that call flow fails. You cannot undo a delete. To delete a queue, open the actions menu of its row. Click **Delete**. Click **Delete** again in the dialog. ## Related * [Extensions](/cloud-call-center/settings/extensions) * [Music on hold](/cloud-call-center/settings/music-on-hold) * [Sounds](/cloud-call-center/settings/sounds) * [Call flows](/cloud-call-center/call-flows) * [Reports](/cloud-call-center/reports)