Queue configuration
Last updated: 2026-05-28
The queue is where you control what callers experience while they wait. Get this right and you reduce abandons even when wait times are long.
Core settings
| Setting | What it does | Suggested default |
|---|---|---|
| Queue name | Internal label and what shows on agent screens. | Match your team name (e.g. "Sales", "Support"). |
| Queue number | Internal extension number to dial the queue directly. | Use a clear range, e.g. 6xxx. |
| Ring strategy | How agents are picked. See Queue ring strategies. | Ring all, or Least recent. |
| Agent timeout | How long each agent rings before Drömlik moves on. | 15–20 seconds. |
| Max wait time | How long a caller can sit in the queue before bailing out. | 5 minutes. |
| Max queue length | How many callers can wait at once. | 20 (depends on volume). |
| Music on hold | What callers hear while waiting. | A short, branded loop — not silence. |
| Periodic announcement | Optional prompt played every N seconds (e.g. "your call is important"). | Every 60s. |
| Fail-over destination | Where the caller goes if the queue is full, times out, or no agents are logged in. | Voicemail or an IVR fallback. |