Queue Profiles
📖 Introduction
Queue Profiles are templates that define default behavior for call center queues. Instead of configuring each queue from scratch, apply a profile.
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🎯 Common Use Cases
| Profile | Configuration | |
|---|---|---|
| Standard Support | 5 min max wait, position announcements | |
| Sales Aggressive | Ring all, no max wait | |
| After Hours | Short wait, fast to voicemail | |
| VIP | Priority routing, dedicated agents |
🖥️ Accessing the Module
Navigation:Settings → PBX Settings → Queue Profiles
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📝 Form Fields
General Settings
| Field | Description | Example | |
|---|---|---|---|
| Name | Profile name | Standard Support | |
| Description | Purpose notes | Default support queue settings | |
| Ring Strategy | Default distribution | Longest Idle | |
| Ring Timeout | Seconds before next agent | 15 | |
| Wrapup Time | Seconds after call | 10 | |
| Enabled | Profile is active | Yes |
Announcements
| Field | Description | Example | |
|---|---|---|---|
| Welcome Message | Queue entry greeting | default | |
| Wait Music | Hold music category | default | |
| Position Announce | Announce queue position | Every 30 sec | |
| Wait Time Announce | Announce estimated wait | Yes |
Timeouts
| Field | Description | Example | |
|---|---|---|---|
| Max Wait | Maximum queue time (sec) | 300 | |
| Max Wait Action | Where to route after max | Voicemail | |
| No Agents Action | Route if no agents available | Announcement |
💡 Tips
TIP
Create profiles for each department: Support, Sales, Billing.TIP
Clone and modify: Duplicate existing profiles for similar needs.---
🔗 Related Modules
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