Call queues keep callers in line when your team is busy. Instead of sending people straight to voicemail, dialnote holds them with music and announcements until an agent is free. You can create queues in Settings and then connect them to your call flows.

Creating a Queue#

Head to Settings → Call Queues and click New Queue. You'll see an inline form with these sections:

Basic info — Give your queue a name (required, up to 100 characters) and an optional description. The name shows up in your call flow builder and analytics, so keep it clear. Something like "Sales Queue" or "Support - Tier 1" works well.

Assigned agents — Pick which team members should receive calls from this queue. You need at least one agent assigned. Every agent you add here will be eligible to take queued calls based on your ring strategy.

Ring strategy — Choose how dialnote distributes calls to your agents:

• Round Robin — Rotates through agents one by one, spreading the load evenly
• Longest Idle — Rings the agent who's been free the longest
• Simultaneous — Rings all available agents at once; first to answer gets the call
• Random — Picks an agent at random each time

Active status — Toggle the queue on or off. Inactive queues won't accept new callers, but they still show up in your settings so you can reactivate them later.

Configuring the Hold Experience#

Nobody likes waiting on hold, but you can make it less painful. dialnote gives you a few options:

Hold music — Provide an HTTPS URL to a custom audio file. If you don't set one, callers hear default hold music.

Hold message — Enter a text-to-speech message that plays while callers wait. This is great for things like "Thanks for calling! An agent will be with you shortly."

Position announcements — Turn this on to tell callers where they are in line ("You are caller number 3"). It sets expectations and reduces hang-ups.

Wait time announcements — Shows callers an estimated wait time. Pair this with position announcements for the best experience.

Timeout and Overflow Settings#

Set a max wait time (in seconds) to control what happens when no agent picks up. The default is 300 seconds (5 minutes). When the timer runs out, dialnote takes the timeout action you've chosen:

• Voicemail — Sends the caller to your voicemail greeting
• Forward — Routes the call to a specific phone number you define
• Hangup — Ends the call (not recommended for most use cases)
• Overflow Queue — Moves the caller into a different queue

Accept/Reject Mode#

By default, dialnote auto-dials agents when it's their turn. But if you turn on Accept/Reject mode, agents get a notification and can choose to accept or decline the call.

When enabled, you'll set an offer timeout (10–120 seconds, default 30). If the agent doesn't respond in time, dialnote moves on to the next available agent based on your ring strategy.

This is useful when agents handle different types of calls and need to see caller info before picking up.

Connecting Queues to Call Flows#

Queues don't work on their own — you need to add them to a call flow. Open your phone number's Call Flow settings and drag in an Enter Queue node.

You've got two options:

1. Choose an existing queue — Pick from your pre-configured queues. You'll see the name, ring strategy, and agent count for each one.
2. Create a new queue — Set up a quick queue right from the call flow builder with a name, agents, ring strategy, and hold music.

The Enter Queue node also lets you customize hold music specifically for that call flow, which overrides the queue's default settings.

Queue API#

If you're building automations, here are the key endpoints:

• GET /v1/call-queues — List all queues (filter by isActive)
• POST /v1/call-queues — Create a new queue
• PATCH /v1/call-queues/{id} — Update queue settings
• DELETE /v1/call-queues/{id} — Remove a queue
• POST /v1/call-queues/accept-reject — Respond to an agent offer (when accept/reject mode is on)