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title: "Adding a call queue"
canonical: "https://help.telegra.de/space/MCCE/9561348867151/Adding%20a%20call%20queue"
format: markdown
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Administrators can create new queues.

Administrators must have the ***Queues: Modify*** access right to add queues.

![Add call queue in telegra Contact Center](media://047ccb4f-785d-41ee-98b3-d150bc4cc1d6)


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### How to add a new queue

- Click on ***Call Handling → Queues*** in the menu bar. A list of already defined call queues is displayed.
- Click on** Add**. The New queue page is displayed.
- Enter a **name** for the queue (up to 100 characters).
- Define a short **description** of the queue (up to 250 characters), e.g. the department for which calls will be placed in this queue.
- From the first drop-down menu, select the primary agent group to which calls to the queue will be delivered.
  - Each queue can have up to five user groups assigned to it (as configured on the User Groups tab), each with a priority. Group 1 has the highest priority. If no agents of group 1 are available or the queue reaches limits set by you (e.g. max. waiting time, max. calls in queue), the query pool of available agents is extended to the other configured groups.
- Now select the previously created call reasons (under *Data → Classifications*) in the second dropdown, which agents should be offered for selection to classify a call.
- If required, you can now select a call guide that you have already configured (*Agent Assets → Agent Scripts*), which is to be displayed for agents immediately after the call is accepted.

> 📝 The call guide (agent script) set here is automatically used for outgoing calls via this queue as well.

- Click **Add** at the bottom right to save your newly configured queue.
- Define additional settings for this queue as needed by clicking on the corresponding tab. For each queue, the following sections are available:Zusätzliche Benutzergruppen für Deine Überlaufszenarien
  - Outbound forwarding and outbound calls
  - Audio announcements and music
  - Call recording
  - Key performance indicators (KPIs)
  - Advanced settings, such as call wrap-up times, maximum queue length, and backoff times
  - Announcements
  - Callbacks

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