Call Queues

Call queues allow callers to wait for the next available representative. Instead of hearing ringing, callers listen to music-on-hold until an agent answers. Call queues are referenced from within call flows but are managed separately so that multiple call flows can route callers to the same queue.

A key benefit of call queues is the ability to play a custom music-on-hold program. Callers tend to wait longer when listening to music or announcements, and this gives you an opportunity to promote services or share helpful information.

Call Queue Settings

Below are the available call queue settings and their functions:

Name
The internal name of the call queue.

Call Group
The group of extensions that will ring as part of the queue. These groups are defined in the Call Groups section.

Strategy
The ringing strategy used by the queue. Options include:

• Ring All — Rings all phones simultaneously for the specified time.
• Round Robin — Rings users in order; always starts at the beginning.
• Round Robin Memory — Same as Round Robin, but remembers who rang last and starts with the next user.
• Least Recent — Rings the agent who has answered least recently.
• Fewest Calls — Rings the agent who has answered the fewest calls.
• Random — Rings agents in a random order.

Sleep Time
The pause between ring attempts. This helps prevent constant ringing so agents can finish ongoing calls.

Max Wait Time
The maximum time a caller remains in the queue before moving on to the next step in the call flow. The default is 10 minutes.

On Abort Go To
Defines where callers are sent if they press 0 to exit the queue—typically a voicemail or another call flow.

Music
Selects the music played while callers wait. Music options are configured in the Music panel.

Ring Mobile
Enables or disables mobile phone ringing for this queue. Note that mobile ringing must also be enabled on the individual extension.

Ring Empty
When enabled, callers remain in the queue even if no agent phones are currently available.

Dynamic Login / Logout of Call Queues

Some environments require agents to log in and out of call queues dynamically so they only receive calls when available.

For example, you might configure extension 1000 for login and 1111 for logout. When a user dials 1000, their extension is added to the queue. Dialing 1111 removes them from it.

Call Queue Login Extension
Optionally assign an extension number that, when dialed, automatically logs the user into the queue.

Call Queue Logout Extension
Optionally assign an extension number that logs the user out of the queue. (This only works if the user joined the queue via the login extension.)