Manage a Department Hold Queue

  • Updated

Create a hold queue for when all Operators are busy on calls. 

Customize the hold queue's size, wait time, greeting, and hold music. Calls will then route to any Operators as they become available.

Be sure to review this Help Center article on call routing rules for Departments, too. It will walk through the types of routing rules and options available. Keep in mind that a hold queue can only be enabled if you've selected the Longest Idle, Fixed Order, or Round Robin.

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

Create a Hold Queue

To create a Department hold queue, head to your Admin Settings from 

  1. Navigate to Departments
  2. Choose the Department
  3. Navigate to Business Hours and Call Routing
  4. Select Edit Call Routing 
  5. Navigate to Hold Queue
  6. Select Enable the hold queue


To disable the hold queue, return to this menu and uncheck the box.

Hold Queue Size and Wait Time

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 will determine the duration that a caller can remain in the hold queue.
    • Dialpad supports up to 300 minutes for the wait time.


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.


Custom greetings can be recorded from or uploaded as an MP3 file.

If you upload a custom greeting, the MP3 file must be no larger than 10MB in size.

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.

View a Hold Queue

To view your live hold queue from the Dialpad app:

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


Here you'll see the caller's name and number, as well 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 (FAQs)

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 or for their status in a specific Department. On/off-duty toggles are only available as part of Ai Contact Center.