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:

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

• 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).