Exploring Queue Features

When all agents are busy, the queue feature keeps callers on hold until someone becomes available. JustCall enhances the wait experience with custom music, personalized messages, and callback options.

Available on: Pro plan and above

Forward unanswered calls to queue

1. Go to Phone Numbers in the left sidebar.
2. Select the number you want to configure.
3. Click Forward Calls in the incoming calls section.
4. Scroll to If unanswered, forward calls to and choose Queue.

This works even when forwarding to Web/App or Team Members.

Queue message configuration

Set a custom greeting

1. Navigate to Phone Numbers and select your number.
2. Find the Custom Greetings section.
3. Locate Queue Messages and upload your custom greeting.

Queue wait time

The Queue Wait Time setting in Advanced Settings controls how long callers stay in the queue. If no agent answers before the timer expires, the call routes to voicemail automatically.

Queue callback

When enabled, callers can press 1 to request a callback instead of waiting on hold. The system calls an available agent, then connects the original caller when the agent answers.

Enable queue callback

1. Go to Phone Numbers and select your number.
2. Open Advanced Settings.
3. Toggle Queue Callback on.

Track callers in queue

Click the Queue badge on the dialer to monitor queued callers. You can see:

• Caller position in queue
• Wait time
• A Connect button to answer immediately

The dashboard also displays queue calls with audio alerts for new callers.

Related articles

• Customizing Queue Callback Messages
• Enable Position in Queue Message
• Enable Queue Autoreconnect