---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using queue

# Using queues for outbound calls {#ariaid-title1}

Release version: Australia  
Updated January 2, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the toggle in the Global Call window to set a default queue for all your outbound calls during your current browser session, or select a queue for every call.

## Turn on or Turn off toggle for selecting queues for outbound calls {#using-queues-for-outbound-calls__section_kz3_rd4_pjc}

The toggle enables you to set a default queue for all your outbound calls during your current browser session. This removes the need to select a queue for every outbound call. The the toggle is disabled when the selected
outbound queue field is empty.

When you Turn on or Turn off the toggle, your selection is saved in your browser for the current session
:
    * Your toggle setting persists across all browser tabs while you remain logged in.
    * After you close and reopen a tab, your toggle setting remains unchanged.
    * Your setting is cleared when you close the browser.
    {#using-queues-for-outbound-calls__ul_jvw_5zv_pjc}

When you Turn on the toggle and select a default queue for all outbound calls
:
    * The selected queue is applied to all outbound calls you make during the session.
    * The call window or dialog does not reappear when you make subsequent outbound calls.
    * After turning on the toggle and selecting a queue, you can close the queue selection window.
    * Regardless of how you initiate an outbound call, the call uses the selected queue.
    {#using-queues-for-outbound-calls__ul_kk1_m24_pjc}

When you Turn off the toggle, and have not set a default queue for all outbound calls
:
    * Every time you make an outbound call, the call window displays.
    * For every outbound call, you can select a new outbound queue or modify the previously configured one.
    * With the toggle is turned off, a selected outbound queue can be used for that call only.
    * After closing the window, the selection window appears again on the next call attempt.
    {#using-queues-for-outbound-calls__ul_zyj_x24_pjc}

See [Select queues from keypad, directory, and Interaction record](https://www.servicenow.com/docs/KaSJEH7oizjrJ8MAH~Or3g "This procedure describes how to select a queue and place outbound calls using the Global Call keypad and phone directory in the CCaaS platform. It covers both standard and mandatory queue selection scenarios.").