The phone queue is a virtual line where customers wait to be connected to an available customer service agent. When a caller contacts a business, they’ll only be connected to an agent if there is no other caller in the call queue. If there are other callers waiting to be connected to an agent, the caller will be put on hold and join the call queue. While in the call queue, the caller will be put on hold, and may hear an automated voice message updating them on the expected wait time.