For incoming calls, a call queue can be configured with a cap on the number of callers in the queue. This can be configured under Admin -> Phone -> Edit -> Settings-> Maximum Calls in Queue. Currently the limits for the number of calls are 3, 5, or 10. Additionally you would also be able to configure how long a caller can stay in a queue. The current options for the queue time are 1,2,3,4,5,10 and 15 minutes.
When a caller reaches the queue, the queue message is played and the caller remains in the queue until an agent becomes available or until the queue time is exhausted. On completion of queue wait time, the non-availability message is played, and the caller would be routed to voice mail if configured.
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