Intro to call queues in <var class="keyword">
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Call queues direct incoming calls to a designated group of users or extensions, so calls are answered by the most appropriate and available user. Admins can [create a queue](https://support.ringcentral.com/article-v2/Create-Call-Queue.html?brand=RC_US&product=RingEX&language=en_US ""), customize the settings, and also turn on queue overflow to manage a larger number of incoming calls.

Call queue features
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* Distribute incoming calls to queue members simultaneously, in a fixed order, or based on longest idle.
  * There can be **100** queue members to answer calls when using *Longest Idle* or *Fixed time*.
  * There can be **10** queue members to answer calls when using *Simultaneous* ring mode.
  * Contact [<var class="keyword">
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* Call queues can have up to 25 callers waiting for members to answer their call. Admins can also [create overflow 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 "").
  * Contact [<var class="keyword">
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    </div></var>](https://support.ringcentral.com/contact-support.html "") if you need additional callers to be in a queue.
* 15 minutes is the maximum waiting time for callers in a queue.
  * Contact [<var class="keyword">
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    </div></var>](https://support.ringcentral.com/contact-support.html "") if you need that time extended.
* Each queue can have up to 50 managers.
* Customize the information displayed to members when answering a queue call.
* [Create custom rules](https://support.ringcentral.com/article-v2/Creating-a-custom-rule.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=call_queue "") to route queue calls differently during holidays and special events.
* Business analytics provide call queue reports with Key Performance Indicators (KPIs) to help manage your queue members and caller experiences.

How call queues work
--------------------

As an admin, when setting up your call queue there are different settings that determine how incoming calls are managed.

|------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **Call queue setting**                         | **Behavior**                                                                                                                                                                                                                                                                                                             |
| **Longest idle**                               | Available queue member's phones will ring one at a time based on who has been idle the longest. Calls not answered will be routed to the next longest idle user.                                                                                                                                                         |
| **Simultaneous**                               | Available queue members' phones will all ring at the same time. The first one to answer gets the call. If a member becomes available while a call is ringing to the group, their phone will start to ring with the other members. If a member rejects an incoming call, they will be marked *unavailable* for 5 seconds. |
| **Fixed Order**                                | Available queue members will receive the call in the specified order. Calls not answered will be routed to the next user on the list.                                                                                                                                                                                    |
| **After call wrap-up time**                    | The amount of time a call queue member will be unavailable to receive another call after the current one has ended.                                                                                                                                                                                                      |
| **Allow members to change their queue status** | Turn on or off the option for queue members to change their status to unavailable.                                                                                                                                                                                                                                       |

Additional resources
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* [Difference between Call Queue Group and Ring Group](https://support.ringcentral.com/article-v2/10183.html?brand=RingCentral&product=RingEX&language=en_US "")
* [Difference between Shared Lines and Call Queues](https://support.ringcentral.com/article-v2/Managing-shared-lines-in-the-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US "")
* [Copy Call Queue Settings feature overview](https://support.ringcentral.com/article-v2/15699-Call-Queue-Copy-Call-Queue-Settings.html?brand=RC_US&product=RingEX&language=en_US "")
* [Activating a call queue](https://support.ringcentral.com/article-v2/10738-Call-Queue-Activate-Call-Queue.html?brand=RC_US&product=RingEX&language=en_US "")
* [Managing call queue members in the Admin Portal](https://support.ringcentral.com/article-v2/10739-Call-Queue-Admin-Add-Remove-Members.html?brand=RC_US&product=RingEX&language=en_US "")