Setting up call queues

Setting Up Call Queues

Call queues are self-service from the Wholesale Portal. Open Call Queues, give it a name, and link it to one of your Ring Groups — a queue extension is assigned automatically. Custom hold music/audio ads are still staff-assisted (see below).

Call queues allow incoming calls to be held with music while callers wait for an available agent. Callers hear their position in the queue and are connected automatically the moment an agent picks up.

How It Works

1. Caller dials your business or presses a key on your IVR menu.
2. Caller hears: "Thank you for calling. Please hold while we connect you to an agent."
3. Your uploaded hold music (or ad audio) plays while they wait.
4. All agents ring simultaneously. First to answer takes the call.
5. If no agent answers, the caller hears their position: "You are number 2 in the queue" (announced in your branded voice) and hold music resumes.
6. This repeats — the caller stays in queue for as long as they choose to wait. There's no maximum hold time; the call only ends when an agent answers or the caller hangs up, just like a real call centre.

Setting Up Your Queue

From the Wholesale Portal's Call Queues page: give it a name and pick which of your Ring Groups it should ring when a caller reaches the front of the line — you'll need at least one Ring Group with members set up first. Your queue's extension number is assigned automatically.

Queue Greeting & Hold Music

Custom greeting text and custom hold music/audio ads are still staff-assisted — email support@6xcom.com with your greeting text or a WAV/MP3 file and we'll set it up on your queue. Leave unset to use 6X's default hold tone and position announcements, which work automatically either way (see below).

Queue Position Announcements

• Callers automatically hear their live position in the queue while they wait — no setup required.
• Position announcements use 6X's own recorded voice for a consistent, professional caller experience across all businesses.

Routing Strategy

A queue's ring behavior comes from the Ring Group it's linked to. Ring Groups currently ring every member simultaneously (first to answer wins) — the fastest way to make sure a queued caller reaches someone. Round Robin / Longest Idle / Top Down style routing isn't available yet.

Important Notes

• Staff must be registered on their extension (via the 6X Softphone or their own SIP device) to receive queue calls — see Extensions & Staff Lines.
• Extensions must belong to the Ring Group the queue is linked to.
• Link your queue to an Internal IVR menu option for the best caller experience.