Hold Queue

What the Hold Queue Is

The hold queue manages callers that have been connected but
cannot be immediately bridged to an agent because all agents
are busy. Instead of dropping the call, the system places
the caller on hold until an agent becomes available.

Hold Queue Capacity

Each offer's hold queue has configurable capacity limits:

• hold_queue_caller_limit: absolute maximum callers.
• hold_queue_percentage_size: percentage of the offer's total active concurrency cap.
• max_hold_seconds_average: rejects new callers if the average hold time exceeds this value.

When the queue is full, the call is routed to the
hold_queue_is_full call router action.

Processing

Hold queue calls are processed during each dialer cycle
via process_calls_on_hold. Calls are sorted: inbound calls
first, then by creation time. The dialer matches hold
callers to available agents through DID-specific agents,
call router agents, or token-matched buyers.

Maximum Hold Time

When a caller's hold time exceeds the configured maximum,
hangup_with_max_hold_exceeded is invoked and the call is
routed to the hold_queue_max_seconds_exceeded call router
action.

Hold Queue Does Not Feed Back Into CPS

The hold queue is processed independently from the CPS
throttling system. Growing hold queues do not automatically
reduce the dialer's call placement rate; operators should
monitor hold queue depth as a signal of pacing issues.