Create a Queue

You can create and design queues to allow callers to talk with agents according to your business. This topic describes how to create a queue.

Prerequisites

Procedure

  1. Log in to PBX management portal, go to Call Features > Queue, click Add.
  2. In the Basic page, configure the basic settings for the queue and agent settings.
    1. In the Basic section, configure the following settings:
      • Number: Enter a virtual number for callers to access the queue.

        The default queue number range is from 6400 to 6499.

      • Name: Enter a queue name to help you identify it.
      • Ring Strategy: Select a ring method to distribute calls to agents.
        • Ring All: Ring all available agents simultaneously until someone answers.
        • Least Recent: Ring the available agent that was least recently called.
        • Fewest Calls: Ring the available agent with the fewest completed calls.
        • Random: Ring the agents randomly.
        • Rrmemory: Round robin with memory.

          The system remembers the last agent it tried and rings the next agent.

        • Linear: Rings agents in the order specified in the agents list.
      • Music On Hold: Select a prompt to play to callers waiting for an available agent.
      • Maximum Waiting Time(s): Set a number of seconds that the caller can wait for an available agent.
      • Failover Destination: Select a destination to route the call when the call is not answered by any agent.
        • Hang up: End the current call.
        • Extension: Route the call to the specified extension.
        • Extension Voicemail: Route the call to voicemail box of the specified extension.
        • Group Voicemail: Route the call to voicemail box of a queue, a ring group, or a custom group.
        • IVR: Route the call to the specified IVR.
        • Ring Group: Route the call to another ring group.
        • Queue: Route the call to the specified queue.
        • External Number: Route the call to an external number.
        • Play Prompt and Exit: Play a custom prompt, and then hang up the call.
    2. In the Agent Options section, configure the following settings.
      • Agent Timeout(s): Set a number of seconds that the system rings an agent's phone.
      • Retry Interval(s): Set a number of seconds to wait before ringing the next available agent when the last available agent has been ringed and timed out.
      • Wrap-up Time(s): Set a number of seconds for agents to complete post-call processing after finishing a call.

        The next call will come after this period following the ring strategy.

      • Agent Announcement: Select a prompt to play to agent prior to bridging in the caller.
      • Ring In Use: Set whether to distribute additional queue calls to the agents who are already in calls.
  3. Click the Members tab, set agents for the queue.
    • Dynamic Agents: Select the dynamic agents that can log in to or log out of a queue at any time.
      Note: The queue distributes calls to the dynamic agents only when they log in to the queue and unpause the queue calls.
    • Static Agents: Select the static agents that are always stay in the queue.
      Note: Static agents do not need to “log in” to the queue, and cannot “log out” of the queue.
  4. Click Preferences tab to customize the queue according to your needs.

    For more information of the preference settings, see Queue Preferences.

  5. Click Save and Apply.

What to do next

Set up an inbound route, and specify a destination to the queue.