---
title: "Queue Hold Step"
slug: "queue-hold-steps"
tags: ["Telephony", "Twilio"]
updated: 2025-08-21T20:02:37Z
published: 2025-08-21T20:02:37Z
canonical: "documentation.decisions.com/queue-hold-steps"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.decisions.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue Hold Step

| Step Details |
| --- |
| **Introduced in Version** | 4.0.0 |
| **Last Modified in Version** | 8.9.0 |
| **Location** | Integration > Twilio > Phone |

The **Queue Hold Step** step places a caller on a queue and keeps that caller on hold until a specific criteria is met. The step has three pathways: "Call End", which is reached when the caller ends the call, "Digits Gathered", which are the digits inputted by the caller, and "Agent Available," which automatically transfers the call to the available agent.

### Prerequisites

- This step requires the [Telephony Module](https://documentation.decisions.com/docs/telephony) to be [installed](https://documentation.decisions.com/docs/installing-modules-decisions) before it will be available in the toolbox.
- **For v9 users:** Add a [Project Dependency](https://documentation.decisions.com/docs/project-dependencies) once the Telephony Module is installed.

---

## Properties

#### Attempts

| Property | Description | Data Type |
| --- | --- | --- |
| Track No Responses | Checking this keeps track of the number of no responses. | Boolean |

#### Call Output

| Property | Description | Data Type |
| --- | --- | --- |
| Prompt 1 | Options are RecordingURL, RecordingDocument, Text, or None. Each selection will have a separate set of inputs. The value of Prompt 1 is read first. | --- |
| Prompt 2 | Options are RecordingURL, RecordingDocument, Text, or None. Each selection will have a separate set of inputs. The value of Prompt 2 is read if a response is invalid. | --- |
| Prompt 3 | Options are RecordingURL, RecordingDocument, Text, or None. Each selection will have a separate set of inputs. The value of Prompt 3 is read after Prompt 1 (or Prompt 2) is read. | --- |

#### IVR Data

| Property | Description | Data Type |
| --- | --- | --- |
| Number of Digits | The expected number of digits in the IVR response. | Int32 |
| Timeout | The number of seconds to wait for an IVR response. The checkbox "Get Timeout From Input" allows users to map this value as input data. If the value is set to -1, the step will wait indefinitely for a response. | Int32 |
| Finish on Key | The key to signal the end of an IVR response. | String |

#### Replies

| Property | Description | Data Type |
| --- | --- | --- |
| Process Only Valid Replies | This allows for specified responses to be entered. | Boolean |

#### Voice Options

| Property | Description | Data Type |
| --- | --- | --- |
| Voice Type | Alice, Man, Woman, and Amazon Polly are available voice options. Voice Options are only visible when a prompt is selected as Text. | --- |

#### Inputs

| Property | Description | Data Type |
| --- | --- | --- |
| Call Queue | The specified queue of calls to be put on hold. | String |
| Prompt Advanced Configuration | Allows the user to pass in a Name and a Value. This input is Not Required. | List of TelephonyAdvanced ConfigurationItem |
| Prompt Recording URL | Plays an audio file from the supplied URL. This input will only be available using the RecordingURL Prompt from Call Output. | String |
| Prompt Document ID | Plays an audio file from the supplied Decisions Document ID. This input will only be available using the RecordingDocument Prompt from Call Output. | String |
| Prompt Text | Uses an automated voice to read the entered text. This input will only be available using the Text Prompt from Call Output. | String |

#### Outputs

| Property | Description | Data Type |
| --- | --- | --- |
| Call End Data | Details about the call, including call duration, caller information, and receiver information. | CallEnd |
| IVR Data | Interactive Voice Response | IVRResponse |

![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/image-1751385460787.png)![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/image-1750947911216.png)![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/image-1750947964881.png)