Call routing

Call queues

Handle busy periods by lining up incoming calls and answering them in order.

Call queues hold incoming calls in line and connect each caller to the next available person, in the order they arrived. Instead of a busy tone or a voicemail box when everyone is already on a call, the caller hears a greeting and music while they wait, and your team answers in a fair, predictable order.

For any team that takes more calls than it has people to answer at once (support desks, reception, sales lines), a queue is the difference between a caller who waits a moment and a caller who gives up.

When you'd use a call queue

A support or service line where several people share the load and no call should be missed at peak times.
A main reception number that rings a group, so whoever is free picks up first.
A sales or bookings line where callers are answered in order, with the longest waiter reaching a person first.

How call queues work in Voxbi

Create the queue and add your team

In the Voxbi Cockpit you build a queue and add the people or groups who should answer it. Agents log in and out as their shift changes, so the queue only rings people who are actually available.
Choose a ring policy

Decide how a waiting call is offered: ring everyone at once, round robin, the person with the fewest answered calls, or the one who has been idle longest. This is how you balance the load across a team.
Set what the caller hears

Add a greeting, music on hold, and optional position or wait-time announcements, so the wait feels handled rather than silent.
Handle the overflow

Choose what happens when the wait runs long or no one is available: send to voicemail, forward to another number, or fall through to a second queue.

Frequently asked questions

What is the difference between a call queue and a ring group?

A ring group rings a set of phones and stops when someone answers or the call times out. A queue holds several callers in line at once, plays them music while they wait, and connects each one to the next free person in the order they arrived. Use a ring group for a small team that is usually free, and a queue for a line that gets more calls than it can answer at the same moment.

Can people join and leave a queue during the day?

Yes. Your team log in and out of a queue themselves, so the queue only offers calls to people who are on shift and available. Managers can also see who is logged in from the live dashboard.

What happens when everyone is busy?

The caller waits in line and hears your hold music and any announcements you set. If the wait passes a limit you choose, the call overflows to wherever you decide: voicemail, another number, or a second queue.

Can important callers skip the line?

Yes. Mark a caller or number as a priority and Voxbi moves their call ahead of the others in the queue, so your most important customers are answered first.

More call routing features

Call routing

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Call queues

When you'd use a call queue

How call queues work in Voxbi

Create the queue and add your team

Choose a ring policy

Set what the caller hears

Handle the overflow

Frequently asked questions

More call routing features

After call work

Bring your own carrier (BYOC)

Call priority

See Voxbi in your business.