Call queue call flow

Modified on Fri, 15 Mar 2024 at 06:43 AM

A call queue in a call flow allows multiple callers to wait in line after hearing a professional greeting before it rings to all available users. Out of hours, a closed greeting plays and transfers to the main number voicemail. To configure a call queue, follow the steps below.

Please note: Upon activating the "Advanced call flow" add-on, customers will receive a complimentary one-month free trial, followed by a monthly subscription fee of £3+VAT.


  • Click on "Call flows" under the "Phone settings" tab.


  • Click "Create an advanced call flow".

  • Then select the "Call queueing template" option.

  • Begin by giving your custom call flow a name, which can be done at the top-left of your screen. Simply type out your new call flow name and click the "tick".

  • Now, navigate to "Business hours" and click on it. You will need to configure your business hours for this specific call flow.

  • Configure your business's opening and closing hours, don't forget to click "Save".

  • Navigate to "Greeting" underneath "Open" and click on it.

  • You can create a welcome greeting by typing it out, recording it through your device's microphone, or uploading a previously recorded greeting. After creating or uploading your greeting, you can listen to it to make sure it's correct before clicking "Save".

  • Go to "Greeting" underneath "Closed" and click on it. Here you will follow the same steps as you would for a welcome greeting, except, this is the greeting callers will hear when they call your business out of hours.

  • Next, you will need to click on "Transfer".

  • Begin by selecting which user(s) should receive calls. You can configure the order in which calls ring as well as the ring time per user before the call gets transferred to the next user(s) in the queue. You are also able to make use of your main number's voicemail message from here or create a new one.

  • Next toggle on the "Call queue" button. From here, you can choose the size of your queue and edit your call queue music.

  • You can choose an optional call "Queue announcement" to play a greeting in the queue. You will be required to either type out, record, upload or select a greeting you have already created.

  • After you have completed configuring your call queue call flow, don't forget to click "Save changes" or "Save & Enable".

  • After saving your advanced call flow, it can be found under the "All call flows" tab.

Please note: If a user in trial enables an "Advanced call flow", the add-on will only be enabled when they upgrade, with a complimentary one-month free trial, followed by a monthly subscription fee of £3+VAT.


For further assistance please contact our team at voipcare@bonline.com

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