# Voice queue and call offers

Hold incoming telephone calls for eligible operators and apply a fallback when the maximum wait expires.

*Release 3.3 · admin, operator, supervisor, visitor*

**Settings › Voice › Voice Numbers**

## What it is

The voice queue keeps callers waiting while INSIDE looks for an eligible operator. Operators receive a call offer that they can accept or decline. A separate maximum wait limits how long a caller can remain unanswered.

## Who uses it and why

- Operators accept incoming calls through their voice console.
- Supervisors monitor queued work and operator availability.
- Administrators with the **Settings** role configure who receives calls and what happens after a long wait.
- Callers hear queue audio and any configured announcements or callback choices.

## Where to find it

Configure the queue at **Settings › Voice › Voice Numbers**, on a number's **Assignment** tab. **Broadcast Call Info** controls the extra information shown with an offer. Operators handle the offers in the voice console.

## How it works

1. An open number sends an eligible call into the queue.
2. INSIDE considers the number's language and assignment targets together with operator eligibility and capacity.
3. An eligible operator's browser rings. Acceptance connects the call; a declined, expired or withdrawn offer stops being available.
4. If **Max Wait Time** expires before connection, INSIDE withdraws pending offers and applies **Fallback**.

Individual offers normally expire after 30 seconds unless the website's broadcast acceptance timeout has been changed. This is separate from the caller's overall wait limit.

For a transferred call returned to the queue, the wait limit is measured from its latest queue entry. For a new call, it is measured from the start of the call.

## Configure it

On **Assignment**, select any required **Operator(s)**, **Team(s)** or **Channel(s)**. Set **Max Wait Time**, choose **Fallback** and save. Set **Language** on **Number Setup** if calls require a particular operator language.

Use **Music & Greetings** to select waiting audio. Configure the callback digit and confirmation if callers should be able to leave a callback request.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Language | Settings › Voice › Voice Numbers › Number Setup | website | Not set | Settings role | Limits eligible operators by the language selected for this number. With no language selected, real-time transcription uses English (United States). |
| Operator(s) | Settings › Voice › Voice Numbers › Assignment | website | Not set | Settings role | Targets selected operators for calls to this number. No operator target is set by default. |
| Team(s) | Settings › Voice › Voice Numbers › Assignment | website | Not set | Settings role | Targets selected teams for calls to this number. No team target is set by default. |
| Channel(s) | Settings › Voice › Voice Numbers › Assignment | website | Not set | Settings role | Forces calls to selected channels rather than relying on their usual matching filters. With none selected, usual channel matching applies. |
| Max Wait Time | Settings › Voice › Voice Numbers › Assignment | website | 600 seconds (10 minutes) for a new number | Settings role | Limits how long a live call waits for assignment before the number's Fallback applies. |
| Fallback | Settings › Voice › Voice Numbers › Assignment | website | No Fallback | Settings role | Selects the outcome at the maximum wait time. No Fallback still ends the unanswered call at that time. |
| Broadcast Info | Settings › Voice › Voice Numbers › Broadcast Call Info | website | Not set | Settings role | Adds configured call information to the operator's call offer. No extra information is added when blank. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Configure number assignment targets and waiting behaviour. |
| Voice | Receive and handle voice call offers. |

## Limits and good to know

- **Max Wait Time** defaults to 600 seconds. The editor permits 1 to 36,000 seconds.
- **No Fallback** does not allow unlimited waiting. The unanswered call ends at the maximum wait time.
- **Push back to IVR** also ends the call if usable menu details are unavailable.
- The availability queue position counts open, non-postponed voice work across the website, plus the next entry. Its wait figure is the longest current queued wait, not a predicted answer time.

## Depends on and works with

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): Calls enter through an enabled voice number.
- **Requires** [Operator telephone audio setup](RTC-004.md): A registered browser voice connection is needed for live call offers.
- **Configured in** [Roles and permissions](ADM-008.md): The Voice role controls whether operators can receive telephone calls.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Operator channel and applicable subsite access constrain call assignment.
- **Configured in** [Teams](ADM-013.md): Selected team membership constrains assignment.
- **Configured in** [Departments](CHAT-006.md): Channel platform, assignment and availability settings affect which operators receive voice offers.
- **Configured in** [Skillsets and skills-based routing](CHAT-007.md): Operator eligibility also follows routing and skill rules.
- **Configured in** [Chat limits and wind-down](CHAT-008.md): Capacity and wind-down affect eligibility for new work.
- **Configured in** [Broadcast for acceptance](CHAT-009.md): Broadcast acceptance settings control the response window for individual call offers.
- **Configured in** [Operator availability status](CON-002.md): Operator availability and omnichannel status choices determine eligibility for incoming voice work.
- **Configured in** [Telephone business hours and fallback handling](RTC-002.md): Number hours and no-operator actions determine whether callers enter the queue.
- **Works better with** [Telephone callback requests](RTC-009.md): Callers can request a callback while waiting when configured.
- **Works better with** [Voicemail messages and follow-up](RTC-010.md): Voicemail is an available timeout fallback.
- **Works better with** [IVR telephone menus and execution history](RTC-011.md): A timed-out call can return to its telephone menu when usable flow details exist.
- **Works better with** [Telephone music and greetings](RTC-012.md): Queue greetings, music and announcements inform waiting callers.
- **Related** [Incoming chats and calls](CON-019.md): Incoming call notifications show operators how to accept or decline a call offer.

### Used by

- **Configures** [Voice provider accounts and telephone numbers](RTC-001.md): Each number has assignment targets and a maximum wait time.
- **Configures** [Telephone callback requests](RTC-009.md): Callback can be requested while queued or selected as the maximum-wait fallback.
- **Configures** [Voicemail messages and follow-up](RTC-010.md): Voicemail can be the fallback when maximum queue waiting expires.
- **Enhances** [Incoming chats and calls](CON-019.md): Voice routing supplies call offers and their timeouts.
- **Enhances** [Stats Bar and My Stats](CON-024.md): Enabled voice handling adds applicable call and queue indicators.
- **Enhances** [Voice Autopilot call handling](AI-013.md): Human handover returns the call to normal voice queue handling.
- **Enhances** [Voice Autopilot connection setup](AIP-025.md): Human hand-off places the conversation in the voice queue.
- **Enhances** [Telephone business hours and fallback handling](RTC-002.md): Open calls can wait for an eligible operator in the voice queue.
- **Enhances** [Telephone call transfers](RTC-007.md): Calls transferred back to a queue receive a fresh queue wait reference.
- **Enhances** [IVR telephone menus and execution history](RTC-011.md): A telephone menu can hand a caller to the queue, and maximum-wait fallback can return the call to its menu.
- **Enhances** [Telephone music and greetings](RTC-012.md): Queue greetings, music and position messages inform waiting callers.
- **Enhances** [Voice, video and live show reports](REP-027.md): Voice queues and call offers supply handling and waiting outcomes.
- **Related** [Chat queue](CHAT-005.md): Voice calls use a separate queue and call-offer process.

## FAQ and troubleshooting

### Why did my offer disappear?

It may have expired, been withdrawn when the overall wait ended, or become unavailable because the call ended or was handled elsewhere.

### Why does nobody receive a waiting call?

Check operator **Voice** access, browser readiness, capacity, language and the number's assignment targets.

### Why did a call end with No Fallback selected?

The maximum wait still applies. Select a specific fallback if the caller should leave voicemail, request a callback or return to a menu instead.