Queue settings control what happens to an inbound call in an Inbox from the moment it arrives until an agent answers it. They set how long a caller can wait, what the caller hears while waiting, what alternatives the caller is offered instead of holding, and how the call is handed to an agent.
Some of these settings work together with the missed call handling rules in the Inbox settings (General tab). When a call is marked as missed, those rules decide what happens next, such as sending the call to voicemail or transferring it to another Inbox.
Max queue hold time
Max queue hold time sets how long a caller can stay in a queue while waiting for an available agent. Once the limit is reached, the call is automatically marked as missed.
After the call is marked as missed, the system follows the missed call handling rules configured in the Inbox settings (General tab). Depending on the setup, this may route the call to voicemail or transfer it to another Inbox.
When no agents are available
This setting decides whether an incoming call is allowed to enter the queue at all when no agents are available to answer.
On: The call is treated as a missed call right away and follows the Inbox's missed call handling rules instead of waiting in the queue.
Off: The caller stays in the queue and waits for an available agent, based on the Inbox's queue configuration.
This setting works alongside max queue hold time. Max queue hold time controls how long a caller can wait once they are in the queue. This setting controls whether the caller enters the queue in the first place.
Other routing configurations, such as voicemail, IVR flows, missed call handling, and notifications, continue to follow their existing setup.
Say the caller's position in queue
When enabled, Aloware tells callers where they are in the queue. For example:
"You are currently number 3 in the queue. Your call will be answered as soon as possible."
Wait music
Choose what callers hear while they wait. You can record your own audio, upload a pre-recorded file, or use Aloware's default wait music.
Repeat prompts
Set how often the system replays prompts to callers while they are on hold. A 30-second interval is recommended.
Offer callback option
This option lets callers keep their place in the queue without staying on hold. The caller hangs up and the system calls them back when it is their turn.
During the hold message, the caller is offered a callback and asked to press 1 to confirm.
Once confirmed, the system keeps the caller's position in the queue and calls them back when an agent becomes available.
Offer handle by text option
This option lets callers switch to SMS instead of waiting in the queue, for inquiries that can be resolved by text.
During the hold message, the caller is offered the option to press 2 to switch to text.
Once confirmed, the system sends the caller a follow-up text message where they can describe their issue and continue over SMS.
Offer voicemail option
This option lets callers leave a message instead of waiting in the queue.
During the hold message, the caller is prompted to press 3 to leave a voicemail.
The voicemail is forwarded to the team for follow-up.
Press 1 to accept the call
This option requires agents to confirm that they can take an inbound call before it connects. It prevents calls from ringing unanswered when an agent has stepped away or is unavailable.
When an agent is notified about an inbound call, they must press 1 to accept it.
If the agent does not confirm, the system moves on to the next available agent in the Inbox.
