Queues and call flows
Administrators create queues, IVR menus, ring groups, and business-hours rules in the web portal, then point each number at the right destination.
Direct answer
Administrators point each number at an extension, IVR menu, ring group, time condition, or queue, or an AI agent. The path is number to schedule to menu or ring group to queue to a person. Queues require the Call Centers plan and deployment configuration.
One governed path
Each tab is a stage on the same routing surface. Queue operations are qualified where the higher plan applies.
Each business number still points at a personal mobile.
Route to an extension, queue, IVR, ring group, time condition, or AI agent without a carrier ticket.
Number routing
After-hours callers hear the daytime greeting and hang up.
Time conditions change the path after hours. IVR and ring groups cover the daytime menu.
Call-flow administration
Service teams cannot see who is waiting or who is available.
Queues add strategy, greetings, service-level targets, and recording when the contact-center plan is in place.
Call Center Queues require the Call Centers plan and deployment configuration.
Queue administration
Number · 1 of 3
Workflow
A caller reaches a provisioned business number
A time condition chooses the daytime or after-hours path
An IVR or ring group sends the call to a queue or extension
A person or configured AI agent answers, or voicemail keeps the record
Operational boundary: Call Center Queues require the Call Centers plan and deployment configuration. Ring groups and time conditions are part of the phone-system routing surface.
Queues
Create queues, add people and AI agents, and set the service level you promise. Changes apply to the call flow without a separate telephony console.
Call Center Queues require the Call Centers plan and deployment configuration.
IVR, ring groups, time conditions
See IVR menus, ring groups, and time conditions together and edit them as your hours and teams change.
Number routing
Route to people, queues, IVR menus, or AI agents, and change the destination without touching the carrier.
Live operations
Supervisors watch live queue and agent state after the call flow is in place.
Configured contact-center deployments only. Availability depends on plan, modules, permissions, and deployment configuration.
Learn more →
What administrators can build
Call flow
Hold callers with music and greetings until the right agent is free. Pick a strategy, set service-level targets, and turn recording on.
Call flow
Let callers choose a department with a key press and send each option to a person, queue, or AI agent.
Call flow
Ring a team together or in sequence and fall back to voicemail or another destination.
Call flow
Send calls somewhere different after hours, on weekends, and on holidays.
Call flow
Point each business number at an extension, queue, IVR menu, ring group, time condition, or AI agent.
Call flow
Add people and AI agents to a queue and manage their status from one place.
Questions
Yes. Queues, IVR menus, ring groups, time conditions, and number destinations are edited in the admin portal. Changes apply to the call flow without a separate console.
An extension, queue, IVR menu, ring group, time condition, or AI agent.
Call Center Queues require the Call Centers plan and deployment configuration. Ring groups and time conditions are part of the phone-system routing surface.
Call-flow design
Let’s find the right way to connect your business.
