Using queues for outbound calls

concept brazil Updated Sep 10, 2026 1 min read using-queues-for-outbound-calls.md

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

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.

[Omitted image "int-select-outbound-queue.png"] Alt text: Contact Center panel in CSM/FSM Configurable Workspace showing the Select Outbound Queue search field on the dial pad

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.
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.
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.

See Select queues from keypad, directory, and Interaction record.

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---
title: Using queues for outbound calls
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/using-queues-for-outbound-calls.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Queue selection, Enable ICC for CCaaS calls and callbacks, Configure voice, Configure omnichannel, Configure, Customer Service Management]
---

# Using queues for outbound calls

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

\[Omitted image "int-select-outbound-queue.png"\] Alt text: Contact Center panel in CSM/FSM Configurable Workspace showing the Select Outbound Queue search field on the dial pad

- **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.
- **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.
- **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.

See [Select queues from keypad, directory, and Interaction record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/select-queue-for-outbound-calls-from-keypad.md).