Queues
📖 Introduction
Queues (also called ACD Queues) distribute incoming calls to a team of agents. Callers wait on hold with music until an agent becomes available.
How it works:- Caller reaches the queue
- Hears greeting and hold music
- System finds next available agent
- Caller is connected to the agent
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🎯 Common Use Cases
| Queue | Purpose | |
|---|---|---|
| Sales Queue | New customer inquiries | |
| Support Queue | Technical support requests | |
| Billing Queue | Payment and account questions | |
| VIP Queue | Priority customers |
🖥️ Accessing the Module
Navigation:PBX → Call Center → Queues
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📝 Form Fields
General Tab
| Field | Description | Example | |
|---|---|---|---|
| Name | Queue identifier | Support Queue | |
| Extension | Number to reach queue | 8000 | |
| Description | Notes | Technical support | |
| Music on Hold | Audio during wait | default | |
| Max Wait Time | Maximum hold time (sec) | 300 | |
| Enabled | Queue is active | Yes |
Agents Tab
| Field | Description | Example | |
|---|---|---|---|
| Ring Strategy | How to distribute calls | Round Robin | |
| Wrap-Up Time | Seconds after call before next | 10 | |
| Max Calls Per Agent | Simultaneous calls | 1 |
Ring Strategies
| Strategy | Description | |
|---|---|---|
| Round Robin | Rotate through agents | |
| Least Recent | Agent who answered longest ago | |
| Fewest Calls | Agent with fewest calls today | |
| Random | Random available agent | |
| Ring All | All agents ring simultaneously | |
| Longest Idle | Agent idle the longest |
Announcements Tab
| Field | Description | Example | |
|---|---|---|---|
| Welcome Message | Played when caller enters | Thanks for calling... | |
| Position Announcement | Tell caller their position | Every 30 seconds | |
| Wait Time Announcement | Estimated wait time | Yes | |
| Periodic Announcement | Repeated message during hold | Your call is important... |
Timeouts Tab
| Field | Description | Example | |
|---|---|---|---|
| No Answer Timeout | Ring time before trying next | 15 | |
| Max Wait Destination | Where to go after max wait | Voicemail: Support | |
| No Agents Destination | Where to go if no agents | Announcement: Closed |
🚀 Practical Example: Support Queue
Configuration
| Field | Value | |
|---|---|---|
| Name | Support Queue | |
| Extension | 8000 | |
| Ring Strategy | Longest Idle | |
| Max Wait Time | 600 (10 min) | |
| Welcome Message | Thank you for calling support... | |
| Position Announcement | Every 60 seconds | |
| Max Wait Destination | Voicemail: support@company.com |
Add Agents
Add support team extensions as agents in the queue.
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💡 Tips
TIP
Use Longest Idle: Distributes workload fairly.TIP
Enable position announcements: Callers tolerate waits better when informed.TIP
Set reasonable max wait: 5-10 minutes typical before voicemail.WARNING
Monitor queue stats: High abandon rates indicate staffing issues.---
🔗 Related Modules
- Agents — Configure team members
- Queue Profiles — Queue templates
- Ring Groups — Simpler alternative
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Next: Agents →