> ## Documentation Index
> Fetch the complete documentation index at: https://docs.eolasflow.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Queue

> Manage inbound call overflow with hold mode, queuing, and automatic callbacks

When all of your concurrent call slots are busy, inbound callers don't get a busy signal — they enter a queue. Callers hear hold audio and periodic position announcements while they wait. As soon as a slot opens, the next caller in line connects automatically and the AI handles the call as usual.

## How It Works

<Steps>
  <Step title="Caller dials your number">
    An inbound call arrives on a phone number assigned to one of your VoiceFlows.
  </Step>

  <Step title="All slots are busy">
    Every concurrent call slot for that VoiceFlow is currently occupied.
  </Step>

  <Step title="Caller enters the queue">
    Instead of receiving a busy signal, the caller is placed in a waiting queue.
  </Step>

  <Step title="Hold audio plays">
    Your configured hold message is played as AI-generated audio on a loop while the caller waits.
  </Step>

  <Step title="A slot becomes available">
    An active call ends, freeing up a concurrent call slot.
  </Step>

  <Step title="Next caller connects">
    The caller at the front of the queue is automatically connected to the open slot.
  </Step>

  <Step title="AI handles the call as normal">
    The call proceeds exactly as any inbound call would — using your VoiceFlow's assistant, instructions, and tools.
  </Step>
</Steps>

## Enabling Call Queue

<Steps>
  <Step title="Open VoiceFlow settings">
    Go to **VoiceFlows** in the sidebar, select the inbound VoiceFlow you want to configure, and open its settings.
  </Step>

  <Step title="Navigate to Call Handling">
    Click the **Call Handling** tab inside the VoiceFlow settings.
  </Step>

  <Step title="Enable queue">
    Toggle **Call Queue** to the on position.
  </Step>

  <Step title="Set queue timeout">
    Enter how long (in seconds) a caller can wait before the overflow strategy kicks in. For example, enter `120` for a two-minute wait limit.
  </Step>

  <Step title="Write a hold message">
    Enter the text that will be read aloud to waiting callers. This is converted to speech using your assistant's configured voice. Keep it short and professional (see [Best Practices](#best-practices) below).
  </Step>

  <Step title="Enable or disable position announcements">
    Toggle **Position Announcements** to let callers hear their current position in the queue (e.g., "You are caller number 2"). Turn this off if you prefer a seamless hold experience without position updates.
  </Step>

  <Step title="Choose an overflow strategy">
    Select what happens when a caller reaches the queue timeout. See [Overflow Strategies](#overflow-strategies) below for all options.
  </Step>

  <Step title="Save">
    Click **Save**. Queue mode is now active for all inbound calls on this VoiceFlow.
  </Step>
</Steps>

## Queue Configuration

| Setting               | Description                                                                | Default                                  |
| --------------------- | -------------------------------------------------------------------------- | ---------------------------------------- |
| **Queue Enabled**     | Turn call queuing on or off                                                | Off                                      |
| **Queue Timeout**     | How long (in seconds) a caller waits before the overflow strategy triggers | 120 seconds                              |
| **Hold Message**      | Text played as audio to callers while they wait                            | "Please hold, we'll be with you shortly" |
| **Position Announce** | Tell callers their position in the queue                                   | On                                       |
| **Overflow Strategy** | What happens when the queue timeout expires                                | Hangup                                   |

## Overflow Strategies

When a caller's wait time exceeds the queue timeout, one of the following strategies runs automatically:

| Strategy      | What Happens                                                                                                                                               |
| ------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Voicemail** | The caller is prompted to leave a voicemail. The recording is saved and automatically transcribed. You can review voicemails in the Conversations section. |
| **Callback**  | The system records the caller's number. When a call slot opens, EolasFlow automatically dials them back and the AI handles the return call.                |
| **Transfer**  | The call is forwarded to an external overflow phone number you specify — for example, a backup line or a human agent team.                                 |
| **Hangup**    | The call ends with a polite goodbye message. Use this when you don't need to capture voicemails or callbacks.                                              |

<Tip>
  Callback is the best strategy for high-volume periods. Callers hang up instead of waiting, and the system ensures you reach them as soon as capacity is available — so you never lose a lead or miss a customer.
</Tip>

## Automatic Callbacks

When a caller is routed to the **Callback** overflow strategy, here is what happens behind the scenes:

<Steps>
  <Step title="Number saved to callback queue">
    The caller's phone number is added to a FIFO (first in, first out) callback queue. Callers are called back in the order their callback was created.
  </Step>

  <Step title="Slot becomes available">
    As soon as any concurrent call slot on the VoiceFlow frees up, the system checks the callback queue.
  </Step>

  <Step title="System dials the callback number">
    EolasFlow automatically places an outbound call to the next number in the callback queue.
  </Step>

  <Step title="AI handles the return call">
    The return call uses the same VoiceFlow configuration — same assistant, same instructions, same tools — as the original inbound call.
  </Step>
</Steps>

<Note>
  Callbacks use the same VoiceFlow and AI assistant as the original inbound call. Make sure your assistant's greeting acknowledges the callback context (for example, "Hi, this is a return call from EolasFlow on behalf of...") so callers aren't confused by the outbound call.
</Note>

## Queue Dashboard

Your main dashboard includes a real-time **Queue Status** card that gives you a live view of call activity. The card shows:

* **Active calls** — The number of calls currently in progress
* **Queue length** — How many callers are currently waiting
* **Queued caller list** — A row for each waiting caller, including:
  * Phone number
  * VoiceFlow name
  * Wait time (formatted as `45s` or `1m 23s`)
  * Position in queue

The card auto-refreshes every 5 seconds. A pulsing green indicator appears on the card when the queue is active and callers are waiting, so you can spot overflow at a glance without manually checking.

<Warning>
  The Queue Status card only reflects real-time data. It does not store queue history. To review how often your queue fills up over time, use the Analytics section to track call volume patterns by time of day.
</Warning>

## Best Practices

<Tip>
  **Set reasonable timeouts.** For support lines, 2–5 minutes is a comfortable wait. For sales lines, keep it under 1–2 minutes — prospects are less likely to stay on hold for long. Match the timeout to your callers' expectations.
</Tip>

<Tip>
  **Use callback for long wait periods.** If your queue regularly fills up during peak hours, switch to the Callback overflow strategy. Callers appreciate not being stuck on hold, and you retain every contact in the queue.
</Tip>

<Tip>
  **Keep hold messages short and professional.** A message like "Thank you for calling. All of our agents are currently busy. Please hold and we'll be with you shortly." is clear and reassuring. Avoid music references or overly casual language — the message loops, so brevity matters.
</Tip>

<Tip>
  **Monitor the queue dashboard during peak hours.** If you regularly see the queue length climbing, that is a signal to increase your concurrent call capacity or adjust your VoiceFlow configuration to handle calls more efficiently.
</Tip>

## Next Steps

<CardGroup cols={3}>
  <Card title="VoiceFlows" icon="sparkles" href="/guides/voiceflows">
    Configure the AI assistant and settings for your inbound calls
  </Card>

  <Card title="Phone Lines" icon="phone-volume" href="/guides/phone-lines">
    Manage the phone numbers connected to your VoiceFlows
  </Card>

  <Card title="Dashboard" icon="chart-line" href="/guides/dashboard">
    Monitor call activity, queue status, and performance in real time
  </Card>
</CardGroup>