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title: "Defining groups for a call queue"
canonical: "https://help.telegra.de/space/MCCE/9561348867198/Defining%20groups%20for%20a%20call%20queue"
format: markdown
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You can assign up to five user groups to each queue on the **Groups tab**, each of which has a different prioritization in answering calls. Group 1 is always mandatory in the selection and has the highest priority.

If no Group 1 agents are available, a call is placed in the queue. Calls held in this queue can overflow to four other user groups (groups 2 -5). You can define the conditions under which the query of free agents is extended to the other groups here for each additional group.

![Benutzergruppen für eine Anrufwarteschlange festlegen](media://498d0704-2396-44e2-a898-dbef4680e0bf)

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### Defining groups for a Call Queue - How to

- Click on ***Call Handling → Queues*** in the menu bar. A list of already defined call queues is displayed.
- Select the appropriate queue from the list (or add a new queue).
- Select the **Groups tab**.
- Open the **Group 1** drop-down list and select the user group with the highest priority for call answering.
- To define a group with the second highest priority, open the Group 2 drop-down list and select the next user group to be included in the call acceptance conditions below.
- Now define when the second group should be included. Group 2 can be included when:
  - The queue length for group 1 (the highest priority group) exceeds a specified number of calls.
  - The queue length exceeds a specified number of calls per available agent.
  - The maximum waiting time of a caller in the queue exceeds a specified number of seconds.
  - No agents from group 1 are available (e.g. because all agents from the highest priority group are logged off, on break, or already on a call).

![Gruppenprioritäten für Warteschlangen](media://4908c5ab-e635-474b-b112-00983f491f56)


> 📝 **Note**: You can select all, none or only some of the above criteria.

- To include additional groups in your overflow scenario, follow the same procedure for each additional group.
  Finally, click **Add** or **Save** changes at the bottom right.

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