Configuring Call Queues in Bitrix24
A call queue is a mechanism that holds an incoming call until an operator becomes available. Without a queue, the client hears a busy signal or reaches voicemail. With a queue, they wait and hear hold music. The difference in lost customers is significant — especially during peak hours.
Creating a Queue in Bitrix24
Configuration path: "Telephony" → "Call Queues" → "Add Queue".
Queue parameters:
| Parameter | Description |
|---|---|
| Name | Internal name (visible in settings only) |
| Employees | Who accepts calls from the queue |
| Strategy | How to distribute calls among employees |
| Operator timeout | How many seconds to wait for one operator to answer |
| Maximum wait time | How long a client can wait in the queue |
| Hold music | MP3 file or text-to-speech |
| Timeout action | What to do if the client waits too long |
Call Distribution Strategies
Sequential (round-robin). Calls are distributed in order — the first free operator receives the next call. Ensures even load distribution.
Least busy. The call goes to the operator who has spent the least time on the line during the shift. Effective when operators have varying workloads.
Priority-based. Operators have different priority levels — the operator with the highest priority is tried first.
Parallel. All operators ring simultaneously; the first to answer takes the call.
What Happens When a Client Waits Too Long
Once the maximum wait time expires, the following scenarios can be configured:
- Redirect to another number (on-duty line, manager's mobile)
- Voice message offering a callback
- Automatic lead creation with a callback task
- Transfer to another queue (if the first is overloaded)
The optimal maximum wait time for B2C is 3–5 minutes; for B2B — 5–10 minutes. Set it realistically: long queues frustrate clients, but they are still better than losing the call entirely.
Multiple Queues: Architecture
A typical setup for a company with multiple departments:
- Incoming call → IVR
- Press 1 → "Sales" queue (5 managers)
- Press 2 → "Support" queue (3 specialists)
- Press 3 → "Accounting" queue (2 employees)
- No input / timeout → "General" queue (on-duty employee)
Each queue is configured independently: its own schedule, hold music, and distribution strategy.
Configuring a single queue with multiple operators takes 30–60 minutes. Configuring a branched queue system with multiple departments and custom rules takes 2–5 hours.