---
title: "Advanced settings of a queue"
canonical: "https://help.telegra.de/space/MCCE/9561348867418/Advanced%20settings%20of%20a%20queue"
format: markdown
---
In the advanced settings you can configure additional parameters like the calculation of the capacity of the waiting field, the post-processing granted to agents or the last agent routing to control your calls and agents even better.
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### Setting options for the queue length
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| **Maximum queue length** | The maximum number of calls allowed in the queue. If the queue length exceeds this number, overflowing calls can be immediately forwarded to an additional group of agents (the group with the next highest priority), if configured. |
| **Dynamic maximum queue length factor** | The queue length can be calculated dynamically (a constant factor multiplied by the number of available agents).
If this option is not enabled, a fixed queue length determined by the Maximum queue length and/or Maximum number of callers parameters will be applied instead. |
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### Wrap up
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| --- | --- |
| **Enable Inbound Call Wrap-up Time** | The maximum amount of time (in seconds) an agent has to classify the incoming call and create or edit the record in the contact center CRM database. |
| **Inbound Call Wrap-Up Extension Time ** | Agents can extend their wrap-up time for incoming calls by the amount of time specified here. |
| **Inbound Call Wrap-Up Extensions** | The maximum number of extensions to the wrap-up time that an agent can make for incoming calls. When this limit is reached, the extension button in the agent portal is disabled. |
| **Enable Outbound Call Wrap-up Time** | The maximum amount of time (in seconds) an agent has to classify the outbound call and create or edit the record in the contact center CRM database. |
| **Outbound Call Wrap-Up Time ** | The maximum additional duration in seconds that an agent has to complete an outgoing call. |
| **Outbound Call Wrap-Up Extension Time ** | Agents can extend their wrap-up time for outgoing calls by the amount of time specified here. |
| **Outbound Call Wrap-Up Extensions** | The maximum number of extensions to the wrap-up time that an agent can make for outgoing calls. When this limit is reached, the extension button in the agent portal is disabled. |
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### Agents
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| --- | --- |
| **Allow agents to view queue status** | Whether or not agents serving this queue can view the status and utilization of the queue. |
| **Allow calls to wait in queue when no agents are handling it** | Specifies whether existing callers will continue to be held in a queue (or whether new callers can be added to the queue) if no agents are available to handle calls for that queue. If the check box is not selected, calls are not held in the queue if no agents are available, but are immediately routed to an additional group of agents (the group with the next highest priority), if specified. |
| **Enable agent auto logoff** | Whether or not agents assigned to this queue are automatically logged out at certain times on certain days.
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### Various other settings
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| --- | --- |
| **Maximum Total Callers** | The maximum allowed total number of simultaneous calls (calls connected to agents + calls in the queue). If the maximum total exceeds this number, overflowing calls can be immediately forwarded to an additional group of agents (the next higher priority group) or to another destination. |
| **Maximum Wait Time (Seconds)** | The maximum number of seconds a caller should wait in the queue (Time Out). If the waiting time exceeds this duration, the call can be immediately forwarded to another group of agents (the group with the next highest priority) or to another destination. |
| **Outdial Timeout** | The maximum allowed answering time in seconds of a call. If the agent does not answer the call within this time period, its "back-off duration" begins. The call to the agent is cancelled and delivered to the next free agent. |
| **Busy Backoff Time** | The duration in seconds during which the selected agent will not answer calls because it is busy (for example, because it is answering a call that is outside the control of the contact center). During this time period, the selected agent is removed from the pool of available agents. After this time period expires, the agent resumes taking calls. |
| **Call-Failed Backoff Time** | The duration in seconds during which the selected agent will not receive calls because delivery to the agent has failed for some other reason, such as a network outage. During this time period, the selected agent is removed from the pool of available agents. After this time period expires, the agent resumes taking calls. |
| **No Pickup Backoff Time** | The duration in seconds during which the selected agent will not receive calls because he did not answer a call from the queue within the max. ringing time. |
| **Breakout DTMF Key** | The DTMF key that the caller can dial to leave the queue and be routed to another point in the routing plan, e.g. to leave a voice message. |
| **Importance Weighting** | The priority of the call queue. The weighting assigned to the queues determines which queues are served first when agents with multiple skills (who belong to multiple agent groups and can therefore serve multiple queues) become available. Queues with the same weighting have the same value. |
| **Increase priority, where caller has been connected** | Whether or not calls that were already connected to an agent have a higher priority in the queue. |
| **Increase priority, where caller has waited** | Whether calls that have not been answered by an agent within a certain time (including calls that have defected from one group of agents to another, and callers who have tried to call and given up) have a higher priority in the queue. |
| **Delete completed scheduled calls after (Days)** | The number of days after which scheduled calls that have been successfully completed should be deleted. |
| **Don't connect other calls before the call at the head of the queue is answered** | If this option is enabled, a call that is second in the queue will not be delivered until the call ahead of it has been answered by an agent. However, this limits the speed at which calls are delivered from the top of the queue. For example, if an agent takes an average of five seconds to answer a call, only one call will be delivered every five seconds. This is not ideal if calls are arriving faster than the delivery rate and a queue is holding back calls even though there are available agents who appear to be doing nothing.
For this scenario, you can disable this option so that multiple calls from the top of the queue are delivered to available agents at the same time. This can increase the delivery rate, but does not guarantee that the calls will be answered in the correct order. So in the above example, the call that is second in the queue may be answered before the call at the top of the queue.
> 📝 **Note: B**y default, calls are delivered to agents from the head of the queue in order, which should be appropriate behavior in most cases, since calls for a single queue are unlikely to arrive quickly and, in general, calls average long enough to eventually occupy all available agents. |
| **Last Agent Routing** | Whether callers who have previously spoken to an agent in a given period of time should be transferred to the last agent they spoke to or not (if available). Otherwise, the next free agent from the group will be selected. |