Queue preferences
Last updated: 2026-07-10
After a queue is created, the Preferences tab controls what callers hear while they wait, how long they stay in queue, and what happens if no agent picks up. These settings shape the caller experience more than any other part of the queue.
Announcement settings
| Setting | What it does |
|---|---|
| Join announcement | The prompt played once, immediately when the call enters the queue (e.g. "Welcome to Dromlik Support"). |
| Music on hold | The playlist that loops between announcements. Upload custom audio under PBX System → Voice Prompt. |
| Periodic announcement | A prompt played on a repeating interval (e.g. "Thanks for your patience, an agent will be with you shortly"). |
| Announcement frequency | How often the periodic announcement plays. 30–60 seconds is typical. |
| Announce position | Tells the caller their place in line ("You are number 3 in queue"). |
| Announce hold time | Estimated wait time, calculated from recent handle-time averages. |
Caller limits
- Max wait time — the total time a caller may spend in queue before failover triggers.
- Max callers — the maximum number of callers allowed to wait simultaneously. Additional callers are sent to the failover destination immediately.
- Leave when empty — remove waiting callers if all agents log out or become unavailable.
- Join when empty — refuse new callers if no agents are logged in.
Callback (virtual queue)
Enable Callback to offer waiting callers the option to hang up and keep their place in line. When an agent becomes available, Dromlik dials the caller back automatically. Configure:
- Offer callback after — how long a caller must wait before the callback prompt plays.
- Callback prompt — the audio message that explains the option.
- Retry attempts — how many times Dromlik tries to reach the caller back.
Agent behaviour
- Alert info — a distinctive ringtone on agent phones so they know it's a queue call.
- Auto-answer — deliver the call to an idle agent's headset without ringing (requires supported IP phones).
- Wrap-up time — enforced pause after each call before the agent receives the next one.
- Skip busy agents — never present a call to an agent already on a line.
Save and test
Click Save to apply changes. New callers pick up the updated settings immediately — callers already in queue continue with the previous configuration until the call ends.