How to Create or Edit a Queue (General)
How to Create or Edit a Queue (General)
A Call Queue helps you organize how inbound calls are handled when multiple agents are available.
Step-by-Step: Create a New Queue
Go to Settings → Voice → Queues and click “+ Add Queue”.
💡Useful Tip 1: To speed up setup, you can duplicate an existing queue by clicking the Copy button in the Actions column.
💡Useful Tip 2: To edit a queue, simply click the queue row to open the side panel with all queue settings.
Set up the Queue Name and Number. (Important: Queue numbers must be higher than 9000.)
Add a Caller ID Prefix (optional) that will appear on the agent’s screen before the caller name/incoming phone number.
Use the Calls Distribution dropdown to choose how calls are routed to agents. (To everybody, Evenly, Least recently called, Ring agent with fewest calls, Random select Extension/Agent)
📌 To learn more details on each distribution option, check our article: How to Choose the Correct Calls Distribution.
Set up the Maximum Waiting Time of a caller in a queue before being pulled out and redirected to Destination No Pickup.
Select the Agent Timeout - the time an agent has to answer before the call moves on to the next agent.
Set up the Retry Time - seconds before retrying the extensions. (“No Retry” = send call to fail-over destination - Destination No Pickup)
Choose between Yes and No for Autofill.
Yes = multiple agents get calls at once (depending on ring strategy).
No = callers wait until the top call is handled.Set the Destination No Pickup
Go to the Agents Tab in the side panel and assign agents to the queue.
💡Useful Tip: For more tips & explanation, don’t hesitate to consult the information button.
Done 🎉
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