---
title: "Manage a Department Hold Queue"
slug: "manage-a-department-hold-queue"
description: "Set up a Hold Queue for your department number for when things get busy. "
tags: ["ai voice", "Business Hours", "department management", "dialpad talk", "Edit Call Routing", "hold greeting", "hold music", "manage a department", "manage hold queue", "Maximum queue", "set up hold queue"]
updated: 2025-11-18T20:56:12Z
published: 2025-11-18T20:56:12Z
---

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

# Manage a Department Hold Queue

Create a hold queue for when all of your [operators](https://help.dialpad.com/hc/en-us/articles/210456583-Working-as-an-Operator)are busy on calls.

Customize the hold queue's size, wait time, greeting, and hold music to keep your callers entertained while they wait.

Let's take a look at hold queues for Departments in Dialpad.

> [!NOTE]
> Who can use this
> 
> Hold queues for Departments are available to [Dialpad Connect](https://www.dialpad.com/products/business-phone-system/) customers on the [Pro and Enterprise plans](https://www.dialpad.com/pricing/).

## Create a hold queue

To create a Department hold queue, head to your **Dialpad Admin Settings.**

1. Navigate to **Departments**
2. Choose the Department
3. Navigate to**Business Hours and Call Routing**
4. Select **Edit Call Routing**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit-department-call-routing.png)
5. Navigate to **Hold Queue**
6. Select **Enable the hold queue**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-enable-hold-queue.png)

To disable the hold queue, uncheck the box.

> [!TIP]
> Tip
> 
> Keep in mind that a hold queue can only be enabled if you've selected the Longest Idle, Fixed Order, or Round Robin
> 
> [Read this Help Center article](/v1/docs/set-call-routing-rules-for-departments) for more information on call routing rules for Departments.

## Hold queue size and wait

Customize the hold queue size by setting a maximum queue size and wait time.

- Maximum queue size will determine how many callers can remain in the hold queue simultaneously.
  - Dialpad supports up to 50 callers in the hold queue.
- Maximum queue wait time determines the duration that a caller can remain in the hold queue.
  - Dialpad supports up to 300 minutes of wait time.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-hold-queue-size.png)

## **Hold queue greeting**

Set a hold greeting that plays as callers are placed on hold.

Choose the default greeting, or set a custom greeting to use. If you upload a custom greeting, the file must be in MP3 format, and no larger than 10MB.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-hold-queue-greetings.png)

## **Hold queue music**

Customize the hold music that plays while callers are on hold. Choose a default sound or set custom music to use.

Custom music can be uploaded as an MP3 file no larger than 10MB in size.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Department-hold-queue-music.png)

To hear your hold music, press the play icon.

## View a hold queue

View your live hold queue from the Dialpad app:

1. Navigate to **Departments**
2. Select the **Hold Queue**tab

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Call-in-department-hold-queue.png)

Here you'll see the caller's name and number, as well as how long they've been on hold.

Once an Operator becomes available, the caller will be removed from the hold queue and connected to an Operator.

## Frequently asked questions

### **Is this feature also available for the Main Line?**

Yes, you're able to create and manage a hold queue for the Main Line.

### **What happens if an Operator misses a call?**

We will only dial each operator once for a call. If an Operator misses a call, they will be rung for subsequent calls, but never again for that particular call.

### **Can Operators set themselves to off-duty?**

Operators can [turn on Do Not Disturb mode personally](/v1/docs/set-do-not-disturb-mode) or for their status in a specific Department. On/off-duty toggles are only available as part of Contact Center. <input type="hidden" value="none" data-display="inline" data-tomark-pass="">

## Related

- [Manage a Main Line](/manage-a-main-line.md)
- [Set Call Routing Rules for Departments](/set-call-routing-rules-for-departments.md)
- [Set Call Routing Rules for Contact Centers](/set-call-routing-rules-for-contact-centers.md)