Create Cascading Ring to Queue

A variation of a cascading ring is to send the caller into a call queue if the initial ring group does not answer. This approach provides a smoother transition for callers and gives your team additional time to respond.

Example: Ring → Message → Queue → Voicemail

Here is an example of a cascading ring that sends the caller into a queue:

In this example, the call flow works as follows:

Ring the Support group for 10 seconds (about 2 rings).
Play a brief message such as:

“Please hold for the next support representative.”
This helps transition the caller into the queue.

Place the caller in the Support call queue for 60 seconds.

During this time, the caller hears music-on-hold.

After 60 seconds, if no one answers, the call is sent to Voicemail (399).

Cascading Queues

In some cases, you may want callers to enter a queue immediately, but then expand the ring or switch to another queue if they wait too long. This is useful for high-volume call centers where backup teams or secondary queues can help reduce hold time.

Here is an example:

In this scenario:

Place the caller in the Test Queue for 120 seconds while playing music-on-hold.
Next, place the caller in the Support Queue for another 120 seconds, again with music-on-hold.
If still unanswered, send the caller to Voicemail (399).

This layered approach ensures callers always have somewhere to go and helps prevent long hold times with no action.

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Create Cascading Ring to Queue

Example: Ring → Message → Queue → Voicemail

Cascading Queues