ElevenAgents: Call queueing and hold audio: Added call queueing for agents at their concurrency limit
By Steven Van ·
Callers who hit an ElevenAgents agent's concurrency limit now hear hold audio and connect in order, instead of being rejected.
ElevenAgents can now hold callers in a queue instead of rejecting them when an agent hits its concurrency limit. The feature is off by default and configured per agent in the Limits section of the agent's Security tab.
Queued callers hear hold audio (a default tone, or a custom MP3 or WAV up to 40 MB and three minutes long) on a loop while they wait. Callers are connected in arrival order as soon as a slot frees up, or disconnected if they exceed the Max queue wait time, configurable between 1 and 1,800 seconds (default 180). Time spent in the queue is not billed, does not count toward the agent's max conversation duration, and does not occupy a concurrency slot.
- Supported on Twilio and SIP trunk inbound calls, and on widget, client SDK, and direct WebSocket connections.
- Not supported for outbound calls, batch calls, text-only agents, or Genesys, AudioCodes, Exotel, WhatsApp, and SMS.
- WebSocket clients receive queue_status events (waiting, admitted, or timed_out) to drive a custom waiting UI.
- New API methods let developers upload or delete an agent's custom hold audio.
Full details are in the call queueing documentation, part of the ElevenLabs September 14 changelog.
