The queue-to step queues calls to a skill if all agents with the assigned skill are busy. The system administrator can also assign a queuing priority level to the call. When the call enters a queue, the queue-to step does not provide audible feedback to the caller. Other vector steps can provide wait treatment for calls in the queue.

The system administrator can also use the best option in the queue-to step to queue a call to the skill identified by a series of consider steps.

Avaya Contact Center – Extended Capacity can queue a call to up to three skills. A call remains in the queue until a disconnect, busy, or route-to step terminates vector processing.