Queues

Modified on Tue, 25 Jun at 2:05 PM

Queue — a group of operators who receive incoming calls, minimizing lost calls:

Each queue has its own internal number, which can be directly called or redirected from the company's phone number;
A queue can correspond to departments within the company;
A call received on the company's phone number can be directed to the appropriate queue/department immediately or by pressing the necessary button in the voice menu;
A client can call the queue number directly by dialing it in tone mode.
The client's call is received by operators according to a predetermined call distribution algorithm.

The following strategies of call distribution in the queue are used in the virtual PBX:

Ring all.
Sequentially.
Random.
Least loaded.

For a detailed description of call distribution strategies, see Queues — Priorities and Strategies.

Viewing and setting up queues is done in the Virtual PBX >> Settings tab >> left menu Routing >> Queue.

Exiting the queue

If all subscribers in the queue are busy, and no one was able to take the client's call, it can be lost. To prevent this from happening, you need to correctly set up the queue exit in the routing scenario — specify the maximum waiting time and the route to which the call is directed when it is reached.

✅ Note:

An operator in the queue can take an incoming call without waiting for the call to be automatically forwarded to their phone or softphone. To do this, they need to dial the combination *8 (by default) or the one set up by the administrator for call interception.

Also see:

Queues — Setting priorities and strategies

Queue element

Setting up a queue