MCC Call Queues hold inbound callers when all agents are busy and distribute them to agents as capacity becomes available — so callers wait in an organized line rather than ringing through to an unavailable team.
A call queue holds incoming callers when the intended team or agents are busy and distributes calls to agents as they become available, following configured distribution rules. Without a queue, a call that reaches a busy team either rings unanswered or goes to voicemail. With a queue, the caller waits in an organized line and is connected to the next available agent.
MCC Call Queues are a core part of the Contact Center and Business Phone platforms. Each queue has a name, a set of member agents, a distribution rule, and an overflow action for when callers wait too long. Multiple queues can run simultaneously — one for Sales, one for Support, one for Billing — each with independent configuration.
Call Queues are where callers wait. Call Routing is the rule that decides which queue (or other destination) the call enters in the first place. Skills-Based Routing takes routing further by matching each caller to the best-qualified agent within a queue.
From arrival to agent answer — the complete queue journey.
Callers who enter the queue hear audio while they wait rather than silence. Common queue implementations include position announcements and hold music — contact MCC to confirm what your queue configuration includes.
Set a maximum wait time. When a caller exceeds it, the overflow rule fires — routing to voicemail, another queue, or a different destination rather than dropping the call.
Each queue is assigned a distribution strategy that determines which agent receives the next call as capacity becomes available. Contact MCC to confirm which strategies are supported on your plan.
Assign agents to one or more queues. A support agent can be a member of both the general support queue and a specialist queue, receiving calls from either.
Create separate queues for each team — Sales, Support, Billing — each with its own members, rules, and overflow behavior.
MCC provides call reporting across the platform. Contact MCC to confirm what queue-level metrics — calls handled, wait times, abandons — are available in your reporting.
Queue distribution strategies determine which agent receives the next call when capacity becomes available. These are standard approaches used across business phone and contact center platforms — contact MCC to confirm which are available in your configuration.
Calls rotate through agents in sequence — each agent receives the same number of calls over time. Balances workload evenly across the team.
All available agents are alerted simultaneously. The first to accept the call takes it. Minimizes wait time when agent availability varies.
The call goes to the agent who has been available longest without taking a call. Naturally balances load based on time-in-idle rather than call count.
Agents are tried in a defined sequence. The first agent is always offered the call first; the next only receives it if the first is unavailable.
For routing based on agent skills or proficiency levels, see Skills-Based Routing — a specialized approach that matches callers to the most qualified available agent.
Support calls enter the support queue. Callers hear their position. Agents receive calls in round-robin order so no agent is overloaded.
Inbound leads enter a sales queue with ring-all enabled so the first available sales rep picks up immediately — minimizing time-to-answer.
If a caller has waited longer than the configured threshold, the overflow rule routes them to a voicemail box rather than continuing to hold indefinitely.
Sales, Support, and Billing each have their own queue. Callers routed from the IVR enter the correct queue for their need — no misrouted calls.
Determines where a call should go. Routing rules evaluate conditions — time of day, caller input, department — and send the call to its intended destination.
→ Call RoutingManages callers waiting for that destination. When the intended team is busy, the queue holds the caller and delivers them to the next available agent according to the configured distribution rule.
These work together in a typical call flow: Call Routing delivers the call to the correct team's queue, and the queue manages the wait until an agent is available. Routing happens first; queuing happens when everyone is busy.
Configure queue members, distribution rules, and overflow behavior from the MCC admin portal. Contact MCC to discuss your call volume requirements.