How many callers can be placed in a queue?

With Calilio, the number of callers in a queue can be scaled to fit your business needs. You can also set queue limits and overflow rules to ensure wait times remain manageable.

COMING SOON

Call Queue for Handling High Volume of Calls with Ease

Q: What does it mean when a call is in queue?

When a call is in queue, it means the caller is waiting in line until an agent becomes free. During this time, they may hear music on hold or announcements to keep them engaged.

Q: What is the difference between call queue and IVR?

A call queue holds callers until an agent is available, while IVR (Interactive Voice Response) guides callers through a menu to reach the right department. Together, they provide a better call routing and handling experience.

Q: Can call queues integrate with CRM systems?

Calilio integrates with popular CRMs like Pipedrive and tools like Pabbly Connect, so every queued and answered call is logged automatically for better tracking and follow-ups.

Q: Is call queuing different from call forwarding?

Call queuing holds multiple callers in line until an agent is available, while call forwarding redirects calls instantly to another number or agent.

Q: Does Calilio support multiple call queues for departments?

You can create separate call queues for sales, support, billing, or any other department to keep call handling organized and efficient.

Ensure no customer is left unanswered, even during peak hours. With Calilio’s Call Queue feature, all your incoming calls are placed in a virtual waiting line, keeping callers informed and routing them to the next available agent for faster resolution.

Automatically organize calls, ensuring smooth and uninterrupted service.

Reduce wait times by evenly distributing calls for faster responses.

Enhance user experience with personalized greetings, music, and updates.

Customize queue settings based on call volume or priority for flexibility.

Get real-time insights into call metrics to optimize performance.

reduced call wait time with call queue features

Telephony Partner of 1000+ Businesses Worldwide

Get a Virtual Phone Number with Call Queue

With Calilio, you can get local, mobile, or toll-free numbers from 100+ countries and enable call queue functionality to handle large volumes of incoming calls.

When multiple customers dial your number at the same time, our virtual phone system places the calls in queue and connects them to the next available agent—no matter where your team is located.

Some Numbers May Require Proof Of ID And Address Registration According To Local Laws.

Some Phone Numbers May Not Be Available Through This Search, As They Are Not Generally Offered To Customers. These Numbers Are Available On Order Request. Please Contact Support To Request Them.

Also, you can port your existing number to Calilio, and use the number for outbound calling —Port Your Number Now!

How to Set Up a Call Queue Management System on Calilio?

Once you sign up for Calilio, and purchase or port your number, you can set up your call queue management system — go to Number Settings > Call Strategy > Call Queue to configure queue rules and upload music on hold.

Get Started

Step 1

Step 2

Hover over the number and click Number Setting.

Step 3

Enable Call Strategy and select Call Queue.

Step 4

Set maximum wait time, and music on hold.

Step 5

Assign available agents or teams to handle queued calls.

Step 6

Save changes, and your call queue system is all set.

Phone Greetings

Keep callers engaged with professional phone greetings or custom announcements while they wait. It reduces frustration and makes queue time feel shorter.

woman talking on phone with voicemail greeting message illustration

Estimated Wait Time

Inform callers how long they may need to wait before being connected. Setting clear expectations improves trust and reduces call abandonment.

Queue Overflow Handling

If the queue is too long or wait times exceed your limit, calls can automatically be redirected to voicemail or another number. It ensures no caller is left unanswered.

What is a Call Queue?

A call queue is a telephony feature that organizes multiple incoming calls by placing them in a virtual waiting line until the next available agent can respond. When the callers are in a telephone queue, instead of busy tones or missed calls, they stay informed and connected with music on hold and customized messages.

incoming and on hold calls dashboard showing call queue management

How Does a Call Queue Work?

When multiple callers dial your business number at the same time and all your agents are busy, Calilio automatically places the callers into call queues. Each caller is informed with custom greetings, music on hold, or estimated wait times.

As soon as an agent becomes available, the call queuing system connects the first caller in line, ensuring fair distribution and faster resolutions. If the queue gets too long, calls can be redirected to another number, or voicemail—so no customer is ever left unattended.

phone call flow diagram showing incoming active and on hold call states

call center agent representing call queue management advantages

Benefits of Call Queue Software

A call queue software helps businesses handle high call volumes without overwhelming agents or frustrating customers.

Call queuing organizes callers in a virtual line and routes them efficiently to the next available agents. It reduces missed calls, improves customer satisfaction, and boosts overall team productivity.

Reduce Missed Calls

Instead of busy tones, callers are placed in a queue and assured their call will be answered. It prevents missed opportunities and builds customer trust.

Improve Customer Experience

Fair Call Distribution

Boost Agent Productivity

Strengthen Brand Image

Integrate Call Queue with CRM & Business Tools

You can integrate Calilio with your existing business tools and keep your customer data connected across platforms. Every queued and answered call is logged automatically in your CRM system.

Zapier

Automation

Pipedrive

CRM

Pabbly Connect

Automation

LeadHeed

CRM

HubSpot

CRM

Salesforce

CRM

Mailchimp

Marketing

Krispchat

Sales Automation

Zendesk

Helpdesk

Request Integration

View all Integration

Keep in Mind

Best Practices for Call Queuing

To make call queuing smooth and customer-friendly, businesses should keep callers engaged and agents efficient. A well-managed queue reduces frustration and ensures every call gets answered professionally.

Do’s

Provide estimated wait times so callers know what to expect.

Use music on hold or branded announcements to keep callers engaged.

Set queue limits and overflow rules to avoid long hold times.

Monitor queue analytics regularly to improve call handling.

Train agents to answer queued calls efficiently and politely.

Dont’s

Don’t leave callers waiting too long without updates.

Don’t overload a single queue with too many departments or agents.

Don’t rely solely on music — mix in helpful messages to inform callers.

Don’t ignore peak-time data when setting staffing levels.

Don’t forget to offer voicemail or callback options as alternatives.

Select Plan

Calilio’s Pricing & Plans

Call queue comes with Calilio’s business plan — it gives businesses the tools to manage high call volumes without extra costs. Whether you’re a small team or a large enterprise, our virtual business phone system makes it easy to organize calls and improve customer experience.

save 20% on Annual Plan

Standard Plan

$12
Per user/per month

$15 Save 20%

billed annually at $144

Ideal for solopreneurs, startups and small businesses venturing into affordable VoIP service.

Get Started with:

User Limit: 10
Free 1 Local Number
US or Canada
Call Recordings and Storage
Optional
Basic Realtime Dashboard

Premium Plan

$28
Per user/per month

$35 Save 20%

billed annually at $336

Leverage growing businesses and call centers with cost-effective VoIP solutions.

Everything in the Standard Plan, plus:

All Standard Plan Features
Unlimited Users
Advance Reporting
Coming Soon
Live Call Monitoring
Detailed Realtime Dashboard

Enterprise Plan

Custom

Comprehensive VoIP plan for unmatched communication solutions for large businesses and enterprises.

Everything in the Premium Plan, plus:

Queue Call Back
Coming Soon
All Call Strategy Features
Dedicated Account Manager
Phone and WhatsApp Support

Note: Your subscription only covers the plan and includes a complimentary $1 credit. Once this credit is used, you must load your wallet to make or receive calls/SMS. Phone numbers are billed separately. Please refer to the call and SMS rates for incoming and outgoing charges.

Q&A

Frequently asked questions

What is a call center queue?

A call center queue is a virtual waiting line that organizes incoming calls when all agents are busy. Instead of hearing a busy tone, the phone queue places callers in order and connects them to the next available agent.