Managing greetings, wait messages, and music settings for call queues
=====================================================================
When you [create a call queue group](https://support.ringcentral.com/article-v2/Create-Call-Queue.html?brand=RingCentral&product=RingEX&language=en_US ""), you can set up greetings, wait messages, and music settings to personalize the caller experience during and after work hours.
Updating your welcome greeting
------------------------------
You can set up a welcome greeting to play when a caller reaches the queue.
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* Click the **Groups** dropdown, then **Call Queues**.
* Select the call queue you want to modify.
* Click **Greeting \& Hold Music**.
* Under Welcome greeting, select the **Enable** checkbox to turn the greeting on.
* Click **Edit** .
* In the **Set Greeting** dropdown, select *Default* or *Custom*. If you select Custom, record your greeting using a computer microphone or phone, or import a WAV or MP3 file.
* In the **View in** dropdown, select the language to display your greeting text.
* Click **Done** .
Updating your wait messages
---------------------------
You can set up wait messages to keep callers informed while they wait for the call to be answered. The wait messages will play in the following order if they're all set up: Wait announcement, Position in queue, Estimated wait time, Callback request.
Note
The position in queue, estimated wait time, and callback request features are currently available using Call Queues Booster add-on licenses or as part of the [
RingEX
Customer Engagement Bundle plan](https://www.ringcentral.com/products/customer-engagement-bundle.html "").
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* Click the **Groups** dropdown, then **Call Queues**.
* Select the call queue you want to modify.
* Click **Greeting \& Hold Music**.
* Under Wait messages, select the **Enable** checkboxes to turn on:
* **Wait announcement** : This message will play if no members are available when the caller reaches the queue. It can be a default or custom recording.
Note
If Call Queue Greeting is turned on, this announcement will be skipped when the caller first enters the queue.
* [**Position in queue**](https://support.ringcentral.com/article-v2/understanding-call-queue-positioning-and-wait-time-estimates.html?brand=RingCentral&product=RingEX&language=en_US ""): Plays a message updating the caller on their place in the queue.
* [**Estimated wait time**](https://support.ringcentral.com/article-v2/understanding-call-queue-positioning-and-wait-time-estimates.html?brand=RingCentral&product=RingEX&language=en_US ""): Plays a message updating the caller on their estimated wait time to talk to a call queue member.
* **[Callback request](https://support.ringcentral.com/article-v2/understanding-call-queue-positioning-and-wait-time-estimates.html?brand=RingCentral&product=RingEX&language=en_US#callback-requests "")**: Gives callers the option to request a callback by pressing 1 on their keypad.
* Select if you'd like callers to hear the wait messages **When they are added to queue** and **While waiting in queue** . If you select **While waiting in queue** , choose how often to repeat the messages. These settings apply to all options under the Wait messages section.
Updating your music settings
----------------------------
You can customize the music callers hear while waiting in the queue and when they're placed on hold.
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* Click the **Groups** dropdown, then **Call Queues**.
* Click the call queue you want to modify, then click **Greeting \& Hold Music**.
* Under Music settings, select the **Enable** checkboxes to turn on:
* **Waiting in queue music**: Incoming callers will hear the selected music when connected to the queue.
* **Hold music**: Callers will hear the selected music when they're placed on hold by a call queue member.
* To set up the waiting in queue and hold music, click **Edit** under each option.
* Click the **Set Audio** dropdown to select:
* *Music* : Choose a predefined music option from the **Select Music** dropdown.
* *Ring Tones*
* *Custom*: Upload a WAV or MP3 file.
* Click **Done** .
* Click **Save**.
Managing blocked calls
----------------------
You can block certain callers and robocalls from reaching your call queues.
* Sign in to the [
Admin Portal
](https://service.ringcentral.com "").
* Click the **Phone System** tab.
* Click the **Groups** dropdown, then **Call Queues**.
* Click the call queue you want to modify, then click **Greeting \& Hold Music**.
* Click the **Blocked calls** tab.
* In the **Block option** dropdown, select *Specific calls and faxes* . If you select *All calls*, you can add allowed numbers and area codes or choose to block all calls.
* Add the phone numbers or area codes to block.
* Click **Edit** to set up a custom message for blocked callers.
* Under Robocalls, click the **Block option** dropdown:
* Select *Ring devices and apps* to allow robocalls.
* Select *Play message and disconnect* to block robocalls.
* Add trusted numbers if they're being detected as robocalls.
* If you'd like to block calls and faxes with no caller ID, select your preferred **Block option**.
* Calls from pay phones are blocked by default. If you'd like to unblock them, uncheck **Enable block calls from pay phones** .
Note
You must confirm that you have read, agreed to, and understand the [surcharge per pay phone call](https://support.ringcentral.com/article-v2/Payphone-surcharges.html?brand=RC_US&product=RingEX&language=en_US "") if you're unblocking calls to a toll-free number.
* Click **Save**.
**Additional resources**
[Understanding wait message settings in call queues](https://support.ringcentral.com/article-v2/understanding-call-queue-positioning-and-wait-time-estimates.html?brand=RingCentral&product=RingEX&language=en_US "")
[Managing a call queue in the RingCentral Admin Portal and mobile app](https://support.ringcentral.com/article-v2/Remote-Member-Management-for-Call-Queues.html?brand=RingCentral&product=RingEX&language=en_US "")
[Creating and managing call queue setting templates in the Admin Portal](https://support.ringcentral.com/article-v2/Creating-call-queue-templates-in-the-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US "")
[Copying call queue settings](https://support.ringcentral.com/article-v2/Copying-call-queue-settings.html?brand=RingCentral&product=RingEX&language=en_US "")
[Managing call handling settings for call queues](https://support.ringcentral.com/article-v2/10514-call-queue-set-up-call-handling-how-calls-transferred-group-members.html?brand=RingCentral&product=RingEX&language=en_US "")