Call queues and IVR (Interactive Voice Response) are no longer enterprise-only features. With PBXme, every virtual number plan includes a full cloud PBX — IVR menus, call queues, voicemail, and more — at no extra cost. Here’s how to set it up.
What Are Call Queues and IVR?
IVR (Interactive Voice Response) is the automated menu system callers hear when they dial your number — “Press 1 for Sales, Press 2 for Support.” It routes callers to the right team or extension before anyone picks up, reducing misdirected calls and improving the caller experience. Call queues hold callers in a waiting line when all agents are busy. Instead of hearing a busy tone or being sent to voicemail, callers hear hold music or a position announcement and wait for the next available agent. This is the backbone of any functional customer support or sales phone system. Both features are typically sold as paid add-ons by traditional phone providers — but with PBXme, they are included free with every virtual number plan.
What’s Included Free with Every PBXme Plan
| PBX Feature | What It Does | Extra Cost |
|---|---|---|
| IVR / Auto Attendant | Route callers with multi-level menus | Free |
| Call Queues | Hold callers in line with music or announcements | Free |
| Voicemail | Per-extension voicemail with email delivery | Free |
| Call Recording | Record inbound and outbound calls | Free* |
| Conference Rooms | Multi-party calls, unlimited participants | Free |
| Ring Groups | Ring multiple extensions simultaneously | Free |
| Time Conditions | Route calls differently by time of day or day of week | Free |
| Dynamic Call Forwarding | Change routing destination in real time | Free |
* Call recording is available at $0.01/min for inbound and outbound calls.
How to Set Up IVR on Your Virtual Number
Setting up an IVR with PBXme takes under 10 minutes from your online portal. Here’s the process:
- Log in to your PBXme portal
- Go to PBX Settings → IVR
- Click Add New IVR and give it a name (e.g. “Main Menu”)
- Record or upload your greeting audio (e.g. “Welcome to Acme Corp. Press 1 for Sales, Press 2 for Support”)
- Map each keypress (1, 2, 3…) to a destination: extension, queue, voicemail, or another IVR
- Go to your virtual number settings and set the inbound routing to your new IVR
- Save and test by calling your number
For multi-level IVR (sub-menus), simply create additional IVR menus and link them as destinations from the main menu keypresses.
How to Set Up a Call Queue
- In your portal, go to PBX Settings → Queues
- Click Add New Queue
- Set the queue name, hold music, and max wait time
- Add agent extensions to the queue (the phones that will ring when a caller is waiting)
- Set the queue strategy: Ring All (all agents ring at once), Round Robin (rotate between agents), or Least Recent (ring the agent who took a call least recently)
- Link your IVR keypress or your virtual number directly to this queue
Now when a caller presses “1 for Sales” on your IVR, they enter the Sales queue and wait for the next available agent.
Real-World Example: 3-Person Support Team
Here’s a common setup for a small business with a support team of 3:
- Virtual number (+1 212 555 0100) → routes to Main IVR
- Main IVR: “Press 1 for Sales, Press 2 for Support, Press 3 for Billing”
- Press 1 → Sales Queue (agents: Alice, Bob) — Ring All strategy
- Press 2 → Support Queue (agents: Carol) — with voicemail fallback after 60 seconds
- Press 3 → Billing extension (direct ring to Carol’s desk)
- After hours → Time Condition routes to voicemail instead of the IVR
This entire setup runs on a single virtual number with PBXme’s free PBX — no additional software, no per-feature fees.
How PBXme Compares to Paid Alternatives
| Provider | IVR | Call Queues | Monthly Cost |
|---|---|---|---|
| PBXme | ✅ Free | ✅ Free | Number cost only |
| RingCentral | Paid plan required | Paid plan required | From $30/user/mo |
| Grasshopper | Basic only | ❌ Not available | From $26/mo |
| Twilio | Build it yourself | Build it yourself | Pay per use + dev time |
Frequently Asked Questions
Does PBXme include IVR for free?
Yes. IVR (Interactive Voice Response / Auto Attendant) is included at no extra cost with every PBXme virtual number plan. You can create multi-level IVR menus with unlimited keypresses and destinations.
Do I need to pay extra for call queues on PBXme?
No. Call queues are included free with every virtual number plan. You can create multiple queues, add agents, set hold music, and configure queue strategies — all at no additional charge.
How many extensions can I add to a call queue?
PBXme supports unlimited extensions on your account. You can add as many agents as needed to any call queue.
Can I route calls differently on weekends or after hours?
Yes. PBXme’s Time Conditions feature lets you define routing rules based on day of week and time of day. You can route after-hours callers to voicemail, a different IVR message, or an on-call extension.
Can I record calls that go through the IVR or queue?
Yes. Call recording is available for all inbound and outbound calls at $0.01 per minute. It can be enabled at the extension, queue, or account level from your portal settings.
What is dynamic call forwarding?
Dynamic call forwarding lets you change where a virtual number routes calls in real time — from the portal, via API, or using feature codes from any phone. This is useful for on-call rotations, temporary redirects, or forwarding calls while traveling. See the full PBX features list for all 15 forwarding modes.