# ElevenAgents: Call queueing and hold audio: Added call queueing for agents at their concurrency limit By Steven Van · 2026-09-14 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. ![ElevenLabs]() ElevenLabs AI audio platform for text to speech, voice cloning, and video dubbing across dozens of languages while preserving the original tone and emotion. [View ElevenLabs →]() Sources [Original source]() [Read ElevenAgents: Call queueing and hold audio: Added call queueing for agents at their concurrency limit on Creators Toolbox]() --- Canonical source: https://creatorstoolbox.com/blog/elevenlabs-elevenagents-call-queueing-and-hold-audio-added-call-queueing-for-age