Super AdminTenant Admin
Call queues place incoming callers in a virtual waiting line and distribute them to available agents using configurable ring strategies. Unlike ring groups, queues play hold music, track wait time, and support per-agent timeout settings, making them the right tool for call center environments.
Creating a Call Queue
- Go to PBX › Call Queues
- Click Add Call Queue
- Set the queue name and extension number
- Choose a ring strategy: ring-all, longest-idle-agent, round-robin, top-down, agent-with-least-talk-time, agent-with-fewest-calls, sequentially-by-agent-order or random
- Set Max Wait Time in seconds (
0= unlimited) and the Timeout Action: Hang Up or Transfer to an extension - Enter the Music on Hold stream (e.g.
local_stream://moh); leave the default if unsure - Click Save
Adding Agents
After saving the queue, open the Agents tab and click Add Agent. Pick the agent’s extension under Contact, and set the Call Timeout and Status.
Use longest-idle-agent for fair call distribution. With this strategy, the agent who has been waiting the longest always gets the next call.
Package Quotas
Your service package includes a call queue slot limit. When you reach it, you can’t create more queues. Contact your Super Admin to upgrade your subscription.
Related Features
- Music on Hold – set up hold music categories
- Inbound Routes – send DID calls to an IVR menu or ring group that leads to the queue
- Realtime Monitor – watch live calls and registrations