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Queues

Queues allow incoming calls to be distributed to a group of agents or extensions based on predefined rules.

To create a new Queue all you have to do is click on the Create New Queue button in the Queues page, and the following form will pop up:

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Let's go over the fields in the form:

Name

Name is just an identifier for the Queue.

Strategy

There are 4 different strategies you can choose from, we have chosen Ring All, here’s a brief description of all of them:

  • Ring All: This is the default strategy, where all available agents are rung until someone answers the call.
  • Least Recent: This strategy rings the agent who was least recently called by the queue.
  • Random: This strategy as the name suggests will select a random member and pass down the call to them.
  • Round Robin Memory: This strategy uses round-robin with memory, which remembers where the queue left off during the last ring pass.

Timeout

This lets you set the amount of time (in seconds) a caller should be placed in the queue before being dropped, in this case we’ve selected 300.

Wrap Up Time

Thsis refers to the amount of time (in seconds) an agent needs to complete after the end of a call before they can receive another call, in this case we’ve selected 60.

Auto Pause

This option is a setting that determines whether to automatically pause an agent in a queue if they don't answer a call, it’s usually set to yes.

Now in the queue members you can add as many as you like, if you notice these members come from the extensions page.

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