---
schema_version: "1"
id: bf27b9949e25e4b8a6205f6654f12d1ee594407384956532224a6f3ba966dc2e
title: Add a Queue in the Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_add_queues_to_contact_center.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_add_queues_to_contact_center.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3c9546921c7d16d732cab9833285ce1a56608a7543e867a05106361ff918353a
description: Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Add a Queue in the Contact Center

Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

When you add the queue to a contact center, you associate it with a telephony provider queue because the telephony provider routes the calls behind the scenes. If you enable queue management, changes to the contact center queue are synchronized with the associated telephony provider queue.

If you remove an Amazon Connect contact center queue, the associated Amazon Connect queue is disabled and removed from its associated routing profile. If you remove a partner telephony contact center queue, the corresponding queue and associations to users and groups are also removed in the telephony system.

1. From Setup, in the Quick Find box, enter Contact Centers, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**.
2. Open the contact center.
3. In the Queues section, click **Add**.
4. In the Salesforce Queue field, select a Salesforce contact center queue for calls.
5. Associate this Salesforce contact center queue with a telephony provider queue.
    
    We recommend that you create a telephony provider queue rather than associate with an existing one. For example, to associate a Salesforce queue with a new Amazon Connect queue, select **Automatically create the Amazon Connect queue**.
    
    ![Select the Salesforce queue, associated Amazon Connect queue, and hours of operation.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_queue_add.png)
6. (For Amazon Connect queues only) In the Hours of Operation field, select the hours of operation when the underlying Amazon Connect queue can process work requests. To enforce these hours, add a Check Hours of Operation block to the contact flow.
7. Click **Finish**.

#### See Also

- [Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5 "If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.")