Call Queues hold callers in a waiting line until an agent is available. Unlike Ring Groups, queues play hold music and provide queue position announcements.
Adding a Call Queue
- Go to PBX → Call Queues
- Click Add Call Queue
- Configure the queue settings and assign agents
Queue Settings
| Field | Description |
|---|---|
| Name | Queue label (e.g. “Support Queue”) |
| Extension | Number to dial to enter the queue |
| Strategy | round-robin, ring-all, longest-idle-agent |
| Max Wait Time | Max seconds a caller waits before timeout |
| Timeout Destination | Where to send caller if max wait exceeded |
| Music on Hold | Audio played while waiting |
| Record | Enable call recording |
Agents
Add extensions as agents. Each agent must log in to receive queue calls (handled by the phone or agent dashboard).
Use longest-idle-agent strategy for fair call distribution among agents.