---
schema_version: "1"
id: adeb40401cad43ff158f21c3e7e31f7f0b06e9a142a6ed0735e6ac85ab5954f8
title: Set Up Queues for Calls
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_queue_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_queue_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d58853fc4863f9092e19ffa1fc4705dcbe214638a3a1b076359e7e44f6863458
description: Create queues to route calls and voicemails to.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Queues for Calls

Create queues to route calls and voicemails to.

### 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>

Before you create a queue:

- Create the routing configuration. See [Create Routing Configurations for Your Queues](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&language=en_US).
    - Routing configurations used in queues for voice calls must have **Percentage of Capacity for In-Progress Work Items** set to 100% or **Units of Capacity for In-Progress Work Items** set to a rep’s full capacity. Voice calls take up all of a rep’s capacity.
    - To route calls using an Omni-Channel flow without Unified Routing, the routing model for the routing configuration should be set to External Routing.

1. Create the queue. See [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&language=en_US).
2. In the Queue page, assign the appropriate objects to the queue and assign a routing configuration. Assign the VoiceCall object for voice queues, the MessagingSession object for messaging queues, or both objects for mixed queues.
    
    ![Billing Voice queue](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/omnichannel_flow_queue.png)
    
    If your telephony system supports groups, don’t add members to the queue. Instead add the members to groups. To learn about queues and groups, see [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.").

When you set up a phone channel, you can select which queue to route its calls to.

#### See Also

- [Set Up Queues](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&language=en_US)
- [Create a Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&release=264.0.0&type=5 "To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed.")