# Ring a team and put callers on hold Choose the ring order and the hold music for when everyone is busy. - Role: Manager - Team and Business plans - Duration: 5 min - On: Web, Mac - Learning Centre: https://callizy.ca/en/apprendre/file-d-attente - Open this screen in Callizy: https://app.callizy.ca/en/manager?view=numbers ## Before you start - Be a manager on the Callizy account. - The Team plan: the **Route to team** block is part of it. During the free trial, everything is available. - A team and its members: see [Invite your team and create ring groups](https://callizy.ca/en/apprendre/inviter-equipe). ## Step by step 8 steps, about 5 min. Screenshots show Callizy in French. Button names are given in English. The flow editor works on the web or on Mac, not in the mobile apps. ### 1. Open the number’s flow (20 s) In **Numbers**, click your line. Under **Who answers**, click **Edit flow**, or **Create custom flow** if there is none yet. Menu: Administration › Numbers › your number › Edit flow ### 2. Add Route to team (30 s) Drag **Route to team**, from the **Routing** family, where the team should ring, for example on the **Open** output of business hours. Click the block: its settings open on the right. ### 3. Choose who rings (20 s) Under **Team**, choose one of your teams, or **Everyone** to ring all members and managers. ### 4. Choose the ring order (30 s) Under **Ring strategy**: **Parallel (all at once)** rings everyone together; **Sequential (one at a time)** rings each person in turn. The other choices are further down, in the settings. ### 5. Set the ring time (20 s) **Ring timeout (sec)**: from 5 to 60. In parallel, everyone rings for this time. One at a time, each person rings for this time, then the next one takes over. ### 6. Keep callers on hold (1 min) Turn on **Keep callers on hold if no one answers**. Choose the **Maximum wait**: 1, 2, 3 or 5 minutes. The **Hold message** is read once, when the caller starts waiting; adjust it if needed. Under **Hold music**, drop your own music, or keep Callizy’s. ### 7. Connect what comes next (30 s) With hold on, the **No answer** output becomes **Time’s up**. Connect it, for example to **Voicemail**. The **Answered** output can stay empty. ### 8. Test it (1 min) Callizy saves on its own. Ask your colleagues not to answer, then call your number: you hear the message, then the music. As soon as a colleague is free, their phone rings. ## Key points - On hold, first come, first served: the earliest caller gets the first free colleague. - With hold on, connect Time’s up: left empty, the call hangs up. Without hold, an empty No answer output sends the caller to the number’s voicemail. - These people do not ring: a member in Do not disturb, outside their personal schedule, or the person calling the line. ## Settings - **Random, Round robin, Least recent**: These orders change who rings first: at random, in turn, or the person whose last answered call is the oldest. The others then ring one at a time. - **While the caller waits**: Callizy rings one free colleague at a time: not already on the phone, not ringing for another caller. A colleague who does not answer is not rung again for the same caller before 45 seconds. - **Hold music**: An MP3, WAV, OGG or M4A file, 10 MB max. Without a file, the caller hears Callizy’s music. ## Not working? ### Route to team shows a padlock 1. The block is part of the Team plan: its tooltip says “Included in Team”. The owner changes plans in Settings › Billing. ### The call hangs up after the wait 1. The **Time’s up** output is empty: connect it to **Voicemail** or an **AI agent**. ### A colleague never rings 1. Check that they belong to the chosen team, in Settings › Team management. 2. They may be in **Do not disturb**, or outside their personal schedule. ## Frequently asked questions ### Where is the Call queue block? Hold is now an option of **Route to team**: **Keep callers on hold if no one answers**. Flows that had the old block keep working. ### Does the caller hear their place in line? No. They hear the hold message, then the music, until a colleague answers or the maximum wait has passed. ### And without the Team plan? The **Route to agent** block rings one person. See [Choose who answers a number](https://callizy.ca/en/apprendre/qui-repond). Updated October 29, 2026.