Pause, resume or drain a queue
Stop new calls arriving in a queue, or turn everyone still waiting into a call-back.
Where to find it
Calls › Inbound ops › Queue controls
Open this screen
Steps
- Open Calls › Inbound ops and find Queue controls.
- Press Pause on a queue to stop new arrivals; waiting calls still finish.
- Press Resume to take calls again.
- Press Drain to move every waiting call to the call-back list and clear the queue.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Pause / Resume | Whether the queue takes new calls. | live |
Tips
- Each row shows the queue's type, required skill and state.
Good to know
- Shown to administrators and managers.
Related how-tos
- Inbound ops Run the inbound desk day to day: call-backs, queue pausing and draining, voicemail, holidays and emergency closures.
- Work the call-back list Take a waiting call-back, call the customer and record whether you reached them.
- See the answer order and drain a queue See the order waiting callers will be answered in and why, and move everyone waiting to call-backs when needed.