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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Queue selection

# Queue selection for outbound calls {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Queue selection for outbound calls enables agents to route calls through a specific queue directly from the Global Call window, improving routing accuracy and reporting.

## Queue selection overview {#select-queues-for-outbound-calls__section_fh3_r2m_vhc}

A search interface enables agents to find and select a queue, and then choose to either:

* Set it as default for all outbound dialing methods
* Apply it to the current call only

{#select-queues-for-outbound-calls__ul_zbq_wf4_pjc}

Agents can modify queue settings during the idle state or during active calls. The default queue selection persists until changed or until the agent logs out, and applies across keypad, phone directory, and click-to-dial
workflows. This feature is available for CCaaS partner integration.

## Key benefits {#select-queues-for-outbound-calls__section_aqx_q2m_vhc}

Queue selection for outbound calls provides the following capabilities for contact center users:

* Queue selection directly from the Global Call window.
* Accurate reporting to track call outcomes by queue.
* Queue-specific requirements applied to each call.
* Consistent routing by applying business logic based on the selected queue.
* Reduced repetitive actions and errors.
{#select-queues-for-outbound-calls__ul_vnt_52m_vhc}

## Queue selection features {#select-queues-for-outbound-calls__section_z5q_cfm_vhc}

Turn-on toggle for selecting queues for outbound calls
:   You can turn-on the toggle for Select option to use queue for all outbound calls, and set the queue as default, which applies to all outbound calls.

Find and select a queue in Global Call
:   Search for a queue by entering a name in the Search field and select the relevant queue.

Active context behavior
:   The selected queue applies to all subsequent outbound calls and remains active until the agent changes it or logs out. Only one queue is active at a time.

Adjust on-demand
:   Agents can change the active queue in the idle state or during an active call. Queue changes made during a call take effect on the next outgoing call, not the current one.

Consistency across dialing methods
:   The active queue persists across keypad, phone directory, and click-to-dial workflows to maintain consistent routing and reporting.

UI scope
:   Queue selection is embedded within the keypad and phone directory, as required by the CCaaS platform.

See: [Using queues for outbound calls](https://www.servicenow.com/docs/5cOMZvXtAwCUCZ_ykJ40Lg "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.") and [Select queues from keypad, directory, and Interaction record](https://www.servicenow.com/docs/wp490p3Fy~lzBEiRc9DEog "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.").