---
title: "Queue Management"
description: "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."
section: "PBX Settings"
site: "Netsipp Knowledge Base"
language: en
url: https://docs.netsipp.com/en/pbx-ayarlari/kuyruklar
---

# **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.

## ![1785484587293-30c578152015dfcf9b45e549.png](https://dosyaindir.netgsm.com.tr/download?p=880de7749a280b69f432d570c5e4204ab4e9cbd837afce62d92b84a9ed9d67a893e813b907b1938cd7c7a7a0cefaf332686ba28e6e2d9896ea28e800b29e1c94a34a5468930575970810869d5025b30fb0878db15a4ca3ff8384e290f52f442706db4d8b6ebb9cc0fcbd59041d0a36e7cbe10c7874b346fa453276260c0d9379%3A%3Ab27b2587a9a7907944fd7fee639af387&h=39b204d3ab22302cf1723e91708e76227c4c9d9575dfa730cafcb93937ec7faf&v=70a0a714477a52cedbd3d4d0939aec2d%3A%3Aa5c2b56c5f11e90640e849e1f3efb8f2)

## **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.

![1785485102534-beed8b5df9ea888b180c4724.png](https://dosyaindir.netgsm.com.tr/download?p=eddd78b6e61b0da35c4718fe664a676544b912b8b62642c035a00b23dca2c55b37b0259f0bbdc9200ff363b85aee5c14a2e791fe834ab5c41f9bdb1f631eb414dc93f9abcc012f543d2932aaff5c658e5dff5b3e3e6b5813ffd78b2e663d351090779a2cb77ef0933b24469501458905a250b430c511ef7ebab4022598d5c7d8%3A%3Aaccafbb93c058208d774cad1bc783f32&h=87eb64482e501da747d2bb9cbe7c1665efa44aa868eff18c065c46594c682a63&v=ee41300f13607041b7892f5d20fba3db%3A%3A3b62edf03aeffa2571bda1c2dcc593a2)

### **Basic Settings**

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

![1785485166295-77c4793985c7a79806ed05a1.png](https://dosyaindir.netgsm.com.tr/download?p=c8d6e7786c3e63be5fecac48671d0a52ca68d4a798d8a6f617be0cd33f455c04f8f546d06d6a6536e11ca3bc33e5dcc8e2c90ced96f60325baef3af7ad78bef9628fa9b82d70a47302d7d9979479f11b6988440fa73321fb7ebee51f2e4d00efe2243929f1a72e717d5aeeb12d0073ce30d86aeba342c357f6ee5adac0c2ed8a%3A%3A3ba44c9e78a9bce9942b9a0ac27aeecb&h=f4101e1ca8674ae278cb07f7099a2aecd370e1eb3060b56e1b3634dcd27b1919&v=aa6b02825f28fce03f55d3755b941bfd%3A%3A3e253462c5c18bbb7936ae42dc0ff57e)

#### **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.

![1785485255277-77fe771c5c8000094e24197d.png](https://dosyaindir.netgsm.com.tr/download?p=c74425b2b37e52fd3e2618fd255bff2dee293819670ca905ab2ae923e707d40e03724ae1b09e5b571c8666a26aad298def40c02a64c42a5bb4ee248e0cf01dc5b918c5ca7308a5776d0bf08664e2d38cf04a31936ea5f9d114e9d458eb38fa8078419ef1de7652d863f1ff3d275bd08ad33277ae3346d721fc9611bd9e331225%3A%3Af5c2cd2e7b5aff3bad7ddd4807c87c0e&h=9639e7d679a0958397838a444ede4d2949993e0188ef23ef5e2a4da7bb917c6b&v=0fda8146203fea5043f0ce2f4bf5ae18%3A%3Acc71a820d2d3f4c19e6dc610b132a0c9)

#### **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.

![1785485585042-eabe5a159940be5dc9e8331d.png](https://dosyaindir.netgsm.com.tr/download?p=c292ed6d666e224d90930489600e9da74fdfac144cf2e76fd6b4444644c97e0e20539ddc3f9218acd3a0f30970151b6457b06762baa0501b1f5b967eea3cf1f193b62041f0fd03b3a6304cbdf76c4b74c5d891607d7c04ecc57a665d69bf54199f91db59696aa47511bcc9a64d68e52e6e09217ae4bb5727cb908e9067652880%3A%3A364f8b4d000b487faa637ce0ea3ca6de&h=426d0ceba4431e7e49380234a3986e3c648ffd726150c69c839109708963e7db&v=310d56125c6c63f0f08f26296dc469ee%3A%3Ae3c395b0085fe1ada7a5165e1c69f3ac)

- 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.

![1785484651533-9b8c7296602f0d9c01b571a2.png](https://dosyaindir.netgsm.com.tr/download?p=a4ece90ed5ed6582dd641a472cf9768d150455d11b3e439836199e5d2844b947092bb574256ca82c6aa4a29d960eaaf1efcb6430e6f0fc68375253cf975638629bdac74c702daaf693e9b6a31b8e63607043517ad1d22e48eb0509840563c3fb280967f8f796a3916f32c10a3d3e906198e2ba277fc01877a4114e65d264f842%3A%3Af7ca89d300b77aecd5441318c47176fe&h=94edee335512b591adeae65da6dc046847d4246f4cee7f71c3006c57f7b8a936&v=137a3f7f2dc980012ea89c7e48920eb0%3A%3A7ba63b2756ff80172fa93f1717f645a0)

## Site menu

- [Introduction](https://docs.netsipp.com/en)
- **Authentication**
  - [Create Account](https://docs.netsipp.com/en/kimlik-dogrulama/hesap-olustur)
  - [User Login](https://docs.netsipp.com/en/kimlik-dogrulama/kullanici-girisi)
  - [Password Reset](https://docs.netsipp.com/en/kimlik-dogrulama/sifre-sifirlama)
- **Organization**
  - [Organization List ](https://docs.netsipp.com/en/organizasyon/organizasyon-listesi)
  - [Organization Settings](https://docs.netsipp.com/en/organizasyon/ayarlar)
  - [Organization Schema](https://docs.netsipp.com/en/organizasyon/sema)
  - [Wallboard](https://docs.netsipp.com/en/organizasyon/tv-ekrani)
  - [Flow Designer](https://docs.netsipp.com/en/organizasyon/akis-diyagrami)
  - [Directory Management](https://docs.netsipp.com/en/organizasyon/rehber)
  - [Break Management](https://docs.netsipp.com/en/organizasyon/molalar)
  - [Supervisor](https://docs.netsipp.com/en/organizasyon/supervisor)
  - [Auto Dialer](https://docs.netsipp.com/en/organizasyon/otomatik-arama)
  - [Public API](https://docs.netsipp.com/en/organizasyon/public-api)
  - [FCT](https://docs.netsipp.com/en/organizasyon/fct)
- **Marketplace**
  - [Product Store](https://docs.netsipp.com/en/pazar-yeri/katalog)
  - [Shopping Cart](https://docs.netsipp.com/en/pazar-yeri/sepet)
  - [Checkout Page](https://docs.netsipp.com/en/pazar-yeri/odeme)
  - [Product Detail Page](https://docs.netsipp.com/en/pazar-yeri/urun-detay)
- **Products**
  - [Cloud PBX Packages](https://docs.netsipp.com/en/urunler/bulut-santral-paketleri)
  - [Agent Module](https://docs.netsipp.com/en/urunler/agent-modulu)
  - [Agent Screen Applications](https://docs.netsipp.com/en/urunler/agent-ekrani-uygulamalari)
  - [Supervisor Module](https://docs.netsipp.com/en/urunler/supervisor-modulu)
  - [Wallboard](https://docs.netsipp.com/en/urunler/tv-ekrani-modulu)
  - [Call Recording](https://docs.netsipp.com/en/urunler/gorusme-kaydi)
  - [Call Transcript](https://docs.netsipp.com/en/urunler/cagri-transkript)
  - [Quality Evaluation Module](https://docs.netsipp.com/en/urunler/kalite-degerlendirme-modulu)
  - [Post-Call Survey](https://docs.netsipp.com/en/urunler/cagri-sonu-anket)
  - [Call Center Reports](https://docs.netsipp.com/en/urunler/cagri-merkezi-raporlari)
  - [Netsipp Live Chat](https://docs.netsipp.com/en/urunler/netsipp-canli-chat)
  - [Directory Lookup](https://docs.netsipp.com/en/urunler/rehber-sorgusu)
  - [PBX Extension](https://docs.netsipp.com/en/urunler/toplam-dahili-adedi)
  - [Telephone Line (Trunk) Package](https://docs.netsipp.com/en/urunler/telefon-hatti)
  - [Netsipp Webhook](https://docs.netsipp.com/en/urunler/netsipp-webhook)
  - [Custom API](https://docs.netsipp.com/en/urunler/ozel-api-custom)
  - [Netsipp Softphone Desktop](https://docs.netsipp.com/en/urunler/netsipp-softphone-masaustu)
  - [Netsipp Softphone Mobile](https://docs.netsipp.com/en/urunler/netsipp-softphone-mobil)
  - [Netgsm SMS](https://docs.netsipp.com/en/urunler/netgsm-sms)
  - [NetIYS](https://docs.netsipp.com/en/urunler/netiys)
  - [Netsipp Mail](https://docs.netsipp.com/en/urunler/netsipp-mail)
  - [Physical IP FCT](https://docs.netsipp.com/en/urunler/fiziki-ip-fct)
  - [Auto Dialer](https://docs.netsipp.com/en/urunler/otomatik-arama-urun)
  - [eSIM-FCT](https://docs.netsipp.com/en/urunler/ip-fct)
  - [NGN Trunk Service](https://docs.netsipp.com/en/urunler/ngn-trunk-hizmeti)
  - [Show Calling Number](https://docs.netsipp.com/en/urunler/arayan-numarayi-goster)
- **PBX Settings**
  - [Extension Management](https://docs.netsipp.com/en/pbx-ayarlari/dahililer)
  - [Queue Management](https://docs.netsipp.com/en/pbx-ayarlari/kuyruklar) ← this page
  - [Announcement Management](https://docs.netsipp.com/en/pbx-ayarlari/anonslar)
  - [IVR Menu Management](https://docs.netsipp.com/en/pbx-ayarlari/ivr-listesi)
  - [Department Management](https://docs.netsipp.com/en/pbx-ayarlari/departmanlar)
  - [Team Management](https://docs.netsipp.com/en/pbx-ayarlari/takimlar)
  - [Outbound Call Rules](https://docs.netsipp.com/en/pbx-ayarlari/giden-hatlar)
  - [Inbound Call Rules](https://docs.netsipp.com/en/pbx-ayarlari/gelen-hatlar)
  - [Telephone Line Management](https://docs.netsipp.com/en/pbx-ayarlari/trunk-yonetimi)
  - [Sound Library](https://docs.netsipp.com/en/pbx-ayarlari/sistem-kayitlari)
  - [General Settings](https://docs.netsipp.com/en/pbx-ayarlari/genel-ayarlar)
  - [Time Condition Management](https://docs.netsipp.com/en/pbx-ayarlari/zaman-kosullari)
- **Projects and Tickets**
  - [Projects](https://docs.netsipp.com/en/projeler-ve-biletler/proje-detay)
- **Users and Roles**
  - [Agent (User) Management](https://docs.netsipp.com/en/kullanicilar-ve-roller/agent-yonetimi)
  - [Role Management](https://docs.netsipp.com/en/kullanicilar-ve-roller/roller)
- **Profile and Account**
  - [Profile & Account Settings](https://docs.netsipp.com/en/profil-ve-hesap/profil)
- **Reports**
  - [Call Reports ](https://docs.netsipp.com/en/raporlar/cagri-raporlari)
  - [Agent Call Report](https://docs.netsipp.com/en/raporlar/agent-cagri)
  - [CDR Report](https://docs.netsipp.com/en/raporlar/cdr)
  - [Organization Daily Report](https://docs.netsipp.com/en/raporlar/gunluk-organizasyon)
  - [Queue Daily Report](https://docs.netsipp.com/en/raporlar/kuyruk-gunluk)
  - [Queue Detail Report](https://docs.netsipp.com/en/raporlar/kuyruk-detay)
- **Integrations**
  - [Zoho CRM ](https://docs.netsipp.com/en/entegrasyonlar/zoho-crm)
  - [ikas ](https://docs.netsipp.com/en/entegrasyonlar/ikas)
  - [Aidatım](https://docs.netsipp.com/en/entegrasyonlar/aidatim)
  - [ArnivaIsp](https://docs.netsipp.com/en/entegrasyonlar/arnivaisp)
  - [Dia](https://docs.netsipp.com/en/entegrasyonlar/dia)
  - [Ennet](https://docs.netsipp.com/en/entegrasyonlar/ennet)
  - [Freshdesk](https://docs.netsipp.com/en/entegrasyonlar/freshdesk)
  - [Halı Pratik](https://docs.netsipp.com/en/entegrasyonlar/hali-pratik)
  - [Hubspot](https://docs.netsipp.com/en/entegrasyonlar/hubspot)
  - [Kommo](https://docs.netsipp.com/en/entegrasyonlar/kommo)
  - [Logo](https://docs.netsipp.com/en/entegrasyonlar/logo)
  - [Monday](https://docs.netsipp.com/en/entegrasyonlar/monday)
  - [NegroPOS](https://docs.netsipp.com/en/entegrasyonlar/negropos)
  - [Slack](https://docs.netsipp.com/en/entegrasyonlar/slack)
  - [Teamgram](https://docs.netsipp.com/en/entegrasyonlar/teamgram)
  - [Ticimax](https://docs.netsipp.com/en/entegrasyonlar/ticimax)
  - [T-Soft](https://docs.netsipp.com/en/entegrasyonlar/tsoft)
  - [Usta Pos](https://docs.netsipp.com/en/entegrasyonlar/usta-pos)
  - [WhatsApp](https://docs.netsipp.com/en/entegrasyonlar/whatsapp)
  - [Zendesk](https://docs.netsipp.com/en/entegrasyonlar/zendesk)
  - [Zoho Desk](https://docs.netsipp.com/en/entegrasyonlar/zoho-desk)
  - [Wiradius](https://docs.netsipp.com/en/entegrasyonlar/wiradius)
  - [Wordpress Woocommerce](https://docs.netsipp.com/en/entegrasyonlar/wordpress-woocommerce)

## Full documentation

- [llms.txt](https://docs.netsipp.com/llms.txt): Site index — every page with its summary
- [llms-full.txt](https://docs.netsipp.com/llms-full.txt): Plain-text copy of every document in one file