Core Module

Call Queues

Call queues keep callers in a managed waiting line while they are distributed to available agents. Use queues whenever more than one teammate should answer the same number and you need metrics, announcements, or timeouts beyond what ring groups provide.

Module Workflow

  1. Go to Call Queues in the navigation menu.
  2. The list shows all queues with search, pagination, and quick filters (answer when empty, call recording, and so on).
  3. Launch Create Call Queue from the toolbar or edit an existing queue from the table.
  4. Use export tools for CSV/print and bulk actions for mass deletion or status cleanup.

Configuration Steps

  • Complete Queue Basics with a code, optional login/pickup code, display name, ring strategy, and caller ID prefix.
  • Configure prompts under Audio & Experience (whisper, join announcement, music on hold).
  • Fine-tune Behavior & Timing to define who can join, whether busy agents are ignored, wrap-up windows, and timeout thresholds.
  • Define Destinations so callers always have a failover path and agents have an optional post-call route.
  • Use the Queue Members & Extensions table to add extensions, set member type/priority, and control whether each extension can divert calls.
  • Press Save Call Queue when done.

Operational Tips

  • Managing Members - Use the + button to add rows; the UI prevents duplicate extensions.
  • Managing Members - Member Type list comes from configured member-type enums (for example, static vs dynamic agents).
  • Managing Members - Lower priority numbers ring first in strategies that honor priority.
  • Managing Members - Enable Allow Diversion only when an agent forwarding policy is intentionally supported.
  • Distinct Codes - Reserve a numbering block (for example, 5000-5099) so agents memorize queue IDs easily.
  • Announcements - Use a friendly join message to reassure callers and set expectations.
  • Timeout Planning - Always configure a failover destination (voicemail, IVR, receptionist) to avoid dead ends.
  • Priorities - Put your most skilled team on priority 0-2, backup staff higher (5-10).
  • Recording Policies - Enable recording only when required and apply retention policy controls.

Field Reference

Section Field Required Description
Queue Basics Queue Code, Pickup Code, Display Name, Ring Strategy, CID Name Prefix Yes Identifies the queue and determines how agents are rung and how caller ID is labeled.
Audio & Experience Agent Whisper, Join Announcement, Music On Hold No Voice files for caller/agent experience, including inline audio previews.
Behavior & Timing Join When Empty, Leave When Empty, Ring Busy Agents, Record Calls, Member Timeout, Queue Timeout, Retry Delay, Wrap Up Time No Controls entry rules, recording, and retry timing behavior.
Destinations Queue Failover Module, Destination Target, Agent Failover Module, Agent Destination No Caller failover and optional post-call route for agents.
Members Extension, Member Type, Priority, Allow Diversion No Assigns queue agents and per-member routing behavior.

Troubleshooting

  • No Agents Ringing: Confirm extensions are assigned and active, Join When Empty is set as intended, and at least one agent is available for the selected strategy.
  • Queue Never Fails Over: Check Queue Timeout and Retry Delay; loop settings may keep callers cycling inside the queue.
  • Announcements Not Playing: Verify selected media exists in Voice Files and playback permissions are allowed.
  • Agent Login Issues: If pickup/login codes are used, ensure they do not conflict with feature codes or other queues.
  • For faster diagnostics, share queue code, sample call time, and assigned agent extensions with support.

Practical Example

Scenario: Build an escalation queue for Tier 2 Support with a whisper message and 45-second timeout.

  1. Queue Code: 5201
  2. Display Name: "Tier 2 Support"
  3. Ring Strategy: leastrecent
  4. Join Announcement: tier2_join.wav
  5. Music On Hold: "Calm Hold Loop"
  6. Behavior: Join When Empty enabled, Ring Busy Agents disabled, Member Timeout 20s, Queue Timeout 45s, Retry Delay 5s, Wrap Up Time 10s.
  7. Failover Module: queue; Destination: Tier 3 Queue
  8. Members: extensions 2301-2304 with priority 0, extension 2310 with priority 5 as backup.

Maintenance & Automation

Routine Checks

  • Confirm queue recordings comply with retention policies and clear stale files monthly.
  • Review queue membership whenever staffing changes and remove inactive users immediately.
  • Monitor queue timeout destinations to ensure callers never hit dead ends.

Automation Ideas

  • Feed queue stats (wait time, abandon rate) into Grafana and alert when SLA thresholds are exceeded.
  • Sync queue membership with an on-call scheduler API so agents rotate in/out automatically.
  • Schedule synthetic off-hours calls to verify announcements and failover routes, then email logs on failures.

Related Platform Pages

Connect this module to product and solution context for planning and implementation.