Since November 2025 Outreach Voice can put incoming calls in a queue or phone menu and spread them across a group of reps.
Shipped Nov 2025AdminsInbound reps
By David Jollie, Founder and Principal Consultant, Lyte Sales · Last updated · Covers Outreach release notes through December 2025
What it actually does
A call queue spreads incoming calls across a group of Outreach users, with its own greeting, hours, hold time and voicemail. An IVR, or phone menu, lets callers press a key to reach the right queue.
Outreach says it isn’t a full contact center replacement.
Who it's for
Admins set it up. Inbound SDRs and support-style teams answer the calls.
Why it matters
Inbound calls reach an available rep instead of one person’s voicemail.
How it grew in 2025
NOV
Launched with call queues and phone menus.
How to set it up
Open call queues
Go to Administration › Tools › Calls › Call queues & IVR.
Create a queue
Click Create call queue and work through the wizard: name, greeting, hours, wrap-up time, recording, members, routing, hold time, phone number, forwarding and voicemail.
Add a phone menu
On the same tab, open Interactive Voice Response and click Create IVR. Set the number, which key goes to which queue, and the greeting.
Set reps to answer on their computer
Each rep sets inbound routing to computer in their voice settings.
See who’s available
Give people the View call queue user status permission, then check Activity › Calls › Call queue user status.
Steps paraphrased from Outreach’s Inbound Call Routing article. Menu names can change; check them against your org.
Want help with this?
Never miss an inbound call.
Lyte Sales is a certified Outreach Professional Services partner. We set up queues, phone menus and Outreach Voice for inbound teams.
The Lyte Guide to Outreach Product Releases 2025 Edition