The queue is handy when all your numbers are busy or no one picks up within the ring time. Instead of going straight to voicemail, your caller hears hold music and a message, until someone's free.
Heads up: the queue is only available on the Expert plan.
What does the queue do exactly?
The queue only starts after a call goes unanswered. The order is always:
The call comes in and runs through your forwarding (the numbers and users you've set up).
No one picks up within the ring time (20 seconds per attempt by default)? Then we put your caller in the queue.
The caller waits with music and, if you like, an audio file, until someone's free.
Maximum waiting time runs out? Then the call moves on to the Unanswered setting: forward the caller, voicemail or hang up.
Queue or waiting room?
Two different things that are easy to mix up.
Queue: automatic. For callers who haven't spoken to anyone yet. Starts after the ring time.
Waiting room: manual. For calls you've already answered and want to put On Hold for a moment — to look something up, say, or transfer to a colleague.
Setting up the queue in MyRinkel
Log in to MyRinkel and go to Number settings.
Pick the right number you want to set up the queue for from the dropdown.
Click Forwarding.
Click Queue, at the bottom.
Switch the queue ON.
Set the maximum waiting time. We recommend 5 minutes max.
Want to play a message to let the caller know they've been added to the queue? Switch Give a heads-up ON and select an audio file (optional).
Choose hold music (optional).
Click Save.
Playing a message for the queue
Callers wait longer when they know they need to wait a moment. A short recording like "All our staff are on the line, one moment please" works wonders.
You make your own recording via General settings > Audio files > New recording in MyRinkel.
Prefer a professional voice? Order a professional voice-over via MyRinkel. It's ready on your account within 2 to 5 working days.
Frequently asked questions
Does the queue work if a user is already on a call?
The queue only starts after the ring time runs out — not because someone's busy. As long as a user's status is set to Available, they stay in the forwarding and a new call can come in, even during a call. Don't want that? Set your status manually to Unavailable while you're on the phone.
Does a queued call come back to me as soon as my call is done?
No. A call in the queue is handled based on your forwarding and your users' status, not based on who's just finished a call. As soon as a user is available again, they get the next incoming call — not automatically one that was parked in the queue earlier.
Can I see in MyRinkel which callers are in the queue?
No. There's no list of waiting callers you can pick one from by hand. The queue forwards automatically to the next available user, like a normal incoming call.
How long can a caller stay in the queue at most?
You decide that yourself under Maximum waiting time. We recommend 5 minutes. After that, the call moves on to the Unanswered option.
Can I combine the queue with a call menu?
Yes. For each key choice in your call menu, you can set whether callers go to the queue when no one picks up straight away.