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Queue Management 

Call queues distribute incoming calls to multiple extensions according to the rules you define; this is the screen where your queues are listed and managed. On this screen you can view your existing call queues, create new queues and export your queue list. 

  • To open the Queue Management screen, follow PBX Settings > Advanced Setup > Call Queues in the left menu.
  • The queue list shows information such as Queue Name, Priority, Distribution Method, Waiting Time. This lets you track the configuration of your call queues from a single screen.
  • You can customize the columns shown in the queue list to suit your needs. To do so, click Column Manager and enable or disable the columns you want to display. 

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Adding a Queue 

Adding a Queue is the screen where you create a new call queue that routes incoming calls to the extension users you specify according to the distribution method you choose. On this screen you can define the queue’s basic information, member information, call distribution rules and advanced waiting settings. 

  • To create a new call queue, follow PBX Settings > Advanced Setup > Call Queues in the left menu. Then click the Add button at the top of the screen to open the new queue screen. 

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Basic Settings 

Basic Settings is where you carry out the basic configuration of the call queue.

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Queue Information 

Queue Information is where the basic information of the call queue is defined. 

The following settings can be made in this section: 

  • Queue Number
  • Queue Name
  • Team
  • Entry Announcement
  • Hold Music  

Queue Members 

Queue Members is where you choose the extension users who will be part of the call queue. The selected members answer incoming calls according to the call distribution scenario you define. 

Call Distribution 

Call Distribution is where you decide the method used to route incoming calls to the queue members. Select the distribution scenario that fits your needs to set how calls are distributed among members. 

Outbound Caller ID 

Outbound Caller ID is where you configure the settings for the outbound number used in the call queue. 

Advanced Settings 

Advanced Settings is where you configure the behavior of the call queue in more detail. 

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Caller Experience 

Settings that improve the caller experience are located in this section. Here you can configure settings such as announcing the caller’s position in the queue, playing periodic announcements and informing the caller while waiting. 

Extension Behavior 

This section covers the settings for how queue members answer calls. For example, the ring duration for each extension and the post-call delay can be managed here. 

Unanswered Situations 

This section determines how the call is routed in specific situations. For example, you can configure the actions applied when no extension is available, the maximum waiting time is reached or the queue capacity is full. 

Post-Call Actions 

The actions performed after the call is completed are set in this section. Here you can configure actions such as the post-call survey and SMS sending. 

After completing all the settings for your queue, click Save to create the new call queue. 

Editing a Queue  

Editing a Queue is the screen where you update the basic and advanced settings of the call queues defined on your PBX. On this screen you can edit queue information, call distribution rules and waiting behaviors to suit your needs. 

  • To edit an existing call queue, follow PBX Settings > Advanced Setup > Call Queues in the left menu.
  • Find the queue you want to edit in the Call Queues list. Click the three-dot icon at the far right of the row and select Edit from the menu. 

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  • On the screen that opens, the Basic Settings section lets you update the basic information of the call queue. The Advanced Settings section lets you edit the detailed settings related to how the call queue operates. 

After completing the necessary changes, click Save to save them. 

Note: When changing a call queue that is actively in use, we recommend making the edits during off-peak hours so that ongoing calls are not affected. 

Exporting the Queue List 

You can export your queue list by using the Download icon at the top of the screen in Excel, CSV, PDF, XML or JSON formats.  

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