Reference: Call Queue field by field

Click a queue on the canvas to open Call Queue Configuration. The panel has seven sections.

Basics

Field	Description
Name	The name. Shown on the canvas and in dropdowns as Name (Queue).
Language	The language used for spoken messages and text to speech.

Numbers pointing directly at the queue, bypassing an auto attendant.

Field	Description
Greeting	Audio played when the call enters the queue. Audio file or Text to speech.
Music On Hold	Audio played while the caller waits.

Field	Description
Callback enabled	Turns the feature on.
Key to press to receive callback	The key the caller presses to accept the offer.
Waiting time in queue	How long the caller must have waited before the offer is made. Depends on the length of the hold music.
Number of calls in queue	The minimum number of calls that must be queuing.
Call to agent ratio	The ratio of queued calls to agents that must be reached before a call qualifies.
Prompt	The message the offer is made with. Audio file or Text to speech.
When callback could not be completed	The group notified by email if a callback times out of the queue or cannot be completed.

All three thresholds must be met at the same time. See the separate article on callback.

Field	Description
Conference Mode	Whether calls are received in conference mode or as an ordinary transfer.
Routing method	Attendant, Longest Idle, Round Robin or Serial.
Presence-based routing	Only forward to a user whose Teams presence is Online.
Agent Alert Time	How long a call is presented to an agent before it moves on.
Allow Opt Out	Whether agents may opt themselves out of queue calls.
Transfer to	Users and groups, or Microsoft Teams Channel.
Call Queue agents	The agent list at the bottom, with the count in brackets. Search for users and tick them.

See the separate article on agents and routing method.

Situation	Triggered when	Fields
Call overflow	The number of calls in the queue exceeds the limit	Maximum calls before overflow, plus an action
Call timeout	A call has waited longer than allowed	Maximum seconds before timeout, plus an action
Unmonitored	No agents are available	An action, plus Only apply unmonitored action to new calls

Actions are Disconnect, Forward or Shared Voicemail. Unmonitored additionally offers No action, which drops the call. See the separate article.

Under the heading Queue Administrators you tick the users allowed to edit the queue.

The Admin field shows who created the object. If the queue is referenced by other objects, the Delete button is absent and the panel explains why.