GuidesCalls
Set up call queues
Hold callers in line with music and connect them one at a time as your team becomes free, with your choice of who gets the next call and where callers go when the wait runs out.
A call queue holds callers in line and connects them, one at a time, as your people become free. You set up the queue in Settings, then send callers to it from a Call Flow.
- Where
- Settings > Call queues, then a Call Queue step in a Call Flow
- Plans
- Every plan
- Who can set it up
- Workspace Admins and Managers, to start. People with the Agent role can see queues
How a queue works
- 01
The caller joins the line
From a Call Queue step in your Call Flow. They hear hold music.
- 02
The next free person rings
In their browser and on their desk phone, for 20 seconds. The card shows how long the caller has waited.
- 03
If they miss it, the next free person rings
The caller keeps their place in line.
Someone answers
They have the call, then get 15 seconds of wrap-up before the next queue call.
The wait runs out
After 10 minutes, the caller leaves for the next step you choose, such as voicemail.
Callers are answered in the order they joined. Each person is offered one call at a time.
Create a queue
Open Settings > Call queues and select New call queue.
| Field | Starts as | What it does |
|---|---|---|
| Name | What your team sees, such as “Billing queue” | |
| People who answer | Who gets this queue’s calls. Their order matters for Sequential and Round Robin | |
| Next call goes to | Longest idle | Who gets the next call; see below |
| Ring each person for | 20 seconds | How long each person rings before the call is offered to the next: 10 to 60 seconds |
| Wrap-up time | 15 seconds | A short break after a queue call before team calls ring them again: 0 to 300 seconds. 0 turns it off |
| Longest wait | 10 minutes | How long a caller can wait before they leave the line: 1 to 60 minutes |
| Most callers waiting at once | 10 | When the line is full, new callers leave straight away: 1 to 25 |
| Set a person to Away after | 3 missed calls in a row | See Missed calls and Away: 1 to 10 |
| Description | A note for your team |
Select Create queue.
Who gets the next call
| Choice | Who rings |
|---|---|
| Longest idle | Whoever has been free the longest |
| Sequential | The first free person from the top of your list, every time |
| Round Robin | People take turns: the person after whoever was offered the last call |
| All at once | Every free person. The first to answer takes the call |
Who counts as free
A person is offered a queue call when they’re Available in Crulon, or have a desk phone that’s online. They’re skipped while they’re:
- Away, or already on a call
- in wrap-up
- ringing for another call
- in a 30-second pause after missing a queue call
People also need a seat and permission to answer calls.
Send callers to the queue
In a Call Flow, add a Call Queue step and choose the queue. It has two ways out, besides being answered:
- If the wait runs out, go to (required): where callers go when they’ve waited the Longest wait, or the line is full.
- If no one is on duty, go to (optional): where callers go when none of the queue’s people are working. Left empty, they take the first way out.
The Queue, then voicemail template sets this up for you: it takes a voicemail when the wait runs out.
When no one is on duty
Someone is on duty when they could be rung, are on a call, are in wrap-up or are ringing for another caller. Away and Offline people aren’t, unless they have a desk phone that’s online.
- A caller who arrives when no one is on duty leaves straight away.
- A caller already waiting leaves once no one has been on duty for a full minute.
Warning
A desk phone that’s online keeps the queue on duty, even after its owner has gone home, so callers wait for the full Longest wait. To close the queue out of hours, put a Time Condition before the Call Queue step.
A wait can run up to one ring longer than the Longest wait, because a ring in progress always finishes.
What callers hear
Callers hear Crulon’s hold music while they wait. You can’t change the music, and there are no announcements of their place in line or the wait. Callers can’t ask for a call back.
Wrap-up
After someone answers a call from a queue, they get that queue’s Wrap-up time before team calls ring them again: queues, Ring Agents steps and handoffs from the AI agent. Calls to their own extension and transfers to them still ring.
Their status stays Available, and their status in the sidebar shows Wrap-up counting down. Select End wrap-up to take calls straight away.
Missed calls and Away
When someone misses or declines queue calls one after another, Crulon sets them to Away at the number you chose, 3 to start, so callers aren’t kept waiting on an empty desk.
- Only queue calls count, missed or declined in the browser. Calls missed on a desk phone don’t count, and nor do Ring Agents calls.
- The count starts again whenever they’re Available, including after they answer a call.
- They get a notification, “You were set to Away”, and Crulon shows You were set to Away after missing calls in a row. Select Set Available when they’re back.
Away stops every call ringing them, including calls to their extension.
What your team sees
- Ringing: the card shows the queue and how long the caller has waited, such as “Billing queue · waiting 2:14”.
- Live calls: waiting callers show as Waiting in Billing queue, under Waiting. A call can’t be taken over while it’s waiting in a queue.
Crulon doesn’t report queue wait times or how many callers hung up while waiting.
Queues and the AI agent
- Hand callers from the AI agent to a queue: build a Call Flow that starts from A transfer, with a Call Queue step, and add it to the agent as a destination. See A Call Flow.
- Send callers to the AI agent when the wait runs out: point If the wait runs out, go to at an AI Agent step.
Time waiting in a queue never uses AI minutes.
Change or delete a queue
Select Edit on the queue. Most changes apply straight away, even to callers already waiting.
To delete a queue, first take it out of every Call Flow that uses it, and wait until no one is waiting in it. Used by in the list shows the flows.
If something goes wrong
No one was on duty when they arrived, or the line was full. Check the queue’s people are Available, or raise Most callers waiting at once.
Someone’s desk phone is online, so the queue is still on duty. Add a Time Condition before the Call Queue step.
They’re missing or declining queue calls in the browser. Raise Set a person to Away after, or remove them from the queue while they’re busy with other work.
Check they’re Available, not in wrap-up, and have a seat. Someone who just missed a queue call gets none for 30 seconds.
A Call Flow still uses it, or callers are waiting in it. Remove the Call Queue step from those flows first.
Add people to the queue in Settings > Call queues. Until then every caller takes the no-one-on-duty way out.
Last updated 18 Oct 2026