> For the complete documentation index, see [llms.txt](https://teamhelp.sipgate.co.uk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://teamhelp.sipgate.co.uk/use-sipgate/telephony/how-do-i-activate-the-call-queue.md).

# How do I activate the Call Queue?

A Call Queue allows you to receive incoming calls even when all participants in the group are on the phone. Callers will hear a message informing them that all lines are busy and that their call will be forwarded as soon as a line becomes available. Calls in the queue are forwarded to the next available extension in the order of their waiting time.

#### How to activate the Call Queue

In the group overview, select the group for which you want to activate the queue. Click **Edit Routing** to activate or deactivate the call queue in the routing diagram

![](/files/d78kEAsErejzZ5aijsCx)

Within the diagram, you can also manage audio files. In addition to a pre-recorded message, you can upload your own custom hold music. To do this, click on the queue card and then select **Edit Queue** via the settings gear icon.

{% hint style="info" %}
**Note:** Call Queuing is part of the paid Pro package. To use the Call Queue feature, you must activate it via Plans & Packages in your account settings.
{% endhint %}

![](/files/FlrLDIzfT6jQOJAxThjN)

Now you can upload your own audio files via drag and drop.\
Once the call queue is activated, all callers will be placed in the queue (with music) and forwarded to the next available user in the selected group. There is no limit to the wait time or the number of callers in the queue. The queue does not apply to internal calls made to the group.

{% hint style="info" %}
**Important:** When a queue is activated, all call forwarding is disabled. To ensure that calls outside of your business hours don't end up in the queue, you can set up a second time profile. In this profile, you can configure call forwarding, for example to voicemail. It is important to check the box for Forwarding should apply immediately in all cases.
{% endhint %}


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