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One Talk Portal
View / Manage Call Queue

2026-10-08 16:07:50.489

One Talk Portal
View / Manage Call Queue

Adjusting Call Queue settings in the One Talk admin portal provides administrative control over group call handling, allowing you to define queue size, call distribution logic, and specific audio announcements.

Before you begin

A One Talk Call Queue line allows you to direct incoming calls to a maximum of 40 assigned agents, as long as the Call Queue feature is present on their line. If all agents are busy, additional callers are placed in queue for the next available agent.
One Talk offers two different price options for Call Queue: Standard (maximum queue size 10) and Large (maximum queue size 25).
When managing queue greetings, hold music and comfort messages, keep the following in mind to avoid interruption and/or clipping:
  • Each greeting type plays its messages in sequence over a span of 10 seconds, then moves to the next type (Entrance greetings, On Hold messages, Comfort messages, Wait time / Queue position).
  • It's recommended to use only one message per greeting type and to keep messages short (10 seconds or less), especially when using multiple message types.
  • If all messages for one greeting type add up to more than 10 seconds, messages are clipped when the next message type plays.
  • If all messages for one greeting type add up to less than 10 seconds, there will be silence until the next message type plays.

Steps

  1. Sign in to My Business.
  2. Click
    Manage Account
     from the top navigation bar.
  3. From the Product Portals section, click
    One Talk
    .
  4. From the Call Queue section, click the
    Details arrow
    .
  5. Click the applicable Call Queue phone number.
  6. Click
    Edit
    .
  7. Enter the desired values for Call Queue name and Calling ID name.
  8. Select the desired calling sequence:
    • Simultaneous
      : Incoming calls ring all selected numbers at the same time.
    • Circular
      : Incoming calls ring the lines in sequence, starting with the number after the last line in the group that answered a call. Each line is called one time, regardless of where in the sequence the call starts.
    • Regular
      : Incoming calls ring each line in the group starting with the first line and continuing through each line until the call is answered, all lines have been attempted one time, or a predetermined amount of time has passed.
    • Uniform
      : Incoming calls ring each line in the group, starting with the line that has been idle for the longest period of time and continuing through each line until the call is answered or a predetermined amount of time has passed.
    • Weighted
      : Incoming calls ring the lines in the group based on pre-configured weight assignments.
      Weighting assignments must total 100%.
  9. Configure Queue Options as desired:
    • Queue size
      : Even though your company may have purchased a maximum queue size of 10 or 25 calls, the admin can further adjust the maximum size of the queue here.
    • Advance to next number
      : Specifies the number of times the line rings before advancing the caller to the next agent in the queue.
    • If someone is busy, use call waiting first and then advance to the next number
      : If this switch is turned on, calls can route to an agent who is already on another call, which could extend the caller's wait time.
    • Forward calls if queue is full or predetermined wait time has passed
      : If this switch is on, callers can be forwarded out of the queue after a certain amount of time on hold.
    • The following fields only appear if the Forward calls option is turned on:
      • Enter seconds
         (maximum time: 600 seconds)
      • Allow users to escape from the queue
      • User dial to escape
        : Specifies the key users can press to opt out of waiting in the queue.
        Only appears if Allow users to escape is turned on.
      • Call forward number
        : Specifies the number to which you want callers to be forwarded if the queue is full, the wait time limit has elapsed, or the caller opted out of waiting.
    • Selected lines
      : Add, delete or rearrange agents in the queue.
  10. Configure Queue Greetings as desired.
    Refer to the Queue Greetings section below for more info.
  11. Click
    Save
     to apply changes.

Queue Greetings

  1. Click the
    Play entrance greeting switch
     to turn on or off.
    If turned on, callers hear a greeting after their call connects.
  2. Click
    Play entire greeting to completion every time
     to turn on or off.
    If turned off, the greeting is only played if the caller is put into queue due to all agents being busy.
    If turned on, all callers hear the entrance greeting before connecting to an available agent.
  3. Select
    System greeting
     or
    Custom greetings
    .
    If Custom greetings is selected, you can upload an audio file which meets the following criteria:
    • .WAV file type
    • CITT, u-law, or a-law codec
    • 8.000 kHz (sampling rate/frequency)
    • 8-bit mono
    • 2MB or less total size (7 minutes or shorter)
    Alternatively, you can use other programs and applications such as G711.org to format existing Digital Rights Management (DRM) free audio files to the correct specifications.
  4. Click the
    On hold greeting switch
     to turn on or off.
    If turned on, callers hear the specified message(s) while waiting to connect.
  5. Select
    System greeting
     or
    Custom greetings
    .
  6. Click the
    Comfort greeting switch
     to turn on or off.
  7. Select
    System greeting
     or
    Custom greetings
    .
  8. Click the
    Estimated wait message switch
     to turn on or off.
    If turned on, the following options appear:
    • Select the desired value from the
      Time between messages dropdown menu
       (10, 15 or 20 seconds).
    • Select
      Announce queue position
       or
      Announce wait time
       to play the appropriate message at intervals while holding.
    • Select the desired value from the
      Default handling time per call dropdown menu
       to assist in calculating wait time.