> For the complete documentation index, see [llms.txt](https://support.portsip.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.portsip.com/portsip-communications-solution/portsip-pbx-administration-guide/16-call-queue/configuring-call-queue.md). # Configuring Call Queue ### Creating a Call Queue From the Web Portal, navigate to **Advanced Services > Call Queues** and click **Add**.\ Configure the following settings: *** ### Basic Settings **Queue Number**\ Specifies the queue number. This number must **not conflict with an existing extension**. **Queue Name**\ Enter a **descriptive name** for the queue. **Ring Duration**\ Defines the **ring timeout (in seconds)** for each agent before the call is considered unanswered and routed according to the selected strategy. **Music on Hold**\ Select the **music file** played to callers while they are waiting in the queue. **Play Periodic Announcement**\ When this option is enabled, you can upload an announcement audio file and configure a Periodic Announcement Interval (in seconds).\ The queue will play the announcement periodically to callers while they are waiting, for example, to deliver informational messages or advertisements. **Night Mode**\ Set the queue with Night Mode activated or deactivated. For more details, please refer to [Night Mode](/portsip-communications-solution/portsip-pbx-administration-guide/32-night-mode.md). *** ### Call Distribution Strategy (Polling Strategy) **Polling Strategy**\ Determines how calls are distributed to available agents: * **Ring Simultaneous** – All queue members ring at the same time. * **Prioritized Hunt** – Agents ring sequentially in the configured order. * **Cyclic Hunt** – Agents ring in a round-robin order; the agent who rang least recently is prioritized. * **Least Worked Hunt** – Calls are routed to the agent who has answered the fewest calls from this queue. * **Skill-Based Routing – Prioritized Hunt** – Rings available agents serially, starting with the highest skill group. * **Skill-Based Routing – Cyclic Hunt** – Rings the agent who has not been rung for the longest time, starting with the highest skill group. * **Skill-Based Routing – Least Worked Hunt** – Rings the agent who has answered the fewest calls, starting with the highest skill group. *** ### Agent State Management **Keep Waiting If There Are No Members Online**\ If enabled, callers remain in the queue even when no agents are online, until the maximum wait time is reached. **Set Agent to Ready Automatically**\ When enabled, agents are automatically set to **Ready** upon registration and after completing or missing a call.\ When disabled, agents must manually sign in and change their status to **Ready** using a FAC or the REST API. **Set Agent Status to Wrap-Up After Non-ACD Calls**\ If enabled, agents are automatically placed into **Wrap-Up** after completing a non-ACD call.\ This option is ignored if **Set Agent to Ready Automatically** is enabled. **Last Called Agent Routing**\ Enables routing repeat callers to the agent who last handled their call.\ For more details, see **Skill-Based Routing**. **Wrap-Up Time (Seconds)**\ When this option is enabled, you can configure a **wrap-up duration** for agents.\ Once the specified time expires, the agent automatically transitions from **Wrap-Up** to **Ready**. *** ### Destination If No Answer **Destination If No Answer**\ Defines the **maximum queue waiting time** and the action to take if the call remains unanswered.\ If no agents are logged in and **Keep Waiting If There Are No Members Online** is disabled, this destination is triggered immediately. *** ### Destination for Night Mode **Destination for Night Mode**\ Defines how incoming calls are handled when **Night Mode** is active.\ For details, refer to the **Night Mode** section of this guide. *** ### Queue Options **Announce Queue Position**\ Controls how the caller’s position in the queue is announced: * Don’t announce the position * Periodically announce position * Announce once when connected, then periodically **Play Intro Prompt Before Calling Agents**\ Allows you to configure a custom introduction prompt and music-on-hold file, and control whether the full prompt plays before agents are rung. **Maximum Queue Wait Time**\ Defines the maximum time a caller can remain in the queue.\ Once exceeded, the call is treated as **Abandoned** and follows the **Destination If No Answer** settings. **SLA Time (Seconds)**\ Defines the **Service Level Agreement (SLA)** threshold.\ Calls waiting longer than this value are marked as **SLA breached** in reports and trigger notifications. **Example:**\ If calls must be answered within **3 minutes**, set the SLA time to **180 seconds**. *** ### Configuring Queue Agents In the **Agents** tab, you can select the agents assigned to the call queue.\ To change the order of the agents, simply **drag and drop** them into the desired sequence.
*** ### Notifications You can configure the system to send **email notifications** when: * A call **exceeds the SLA time**, or * A call is **lost or abandoned** To enable email notifications: * The **email server** must be properly configured * The **notification option** must be enabled For detailed instructions, refer to [Configuring Email Notifications](/portsip-communications-solution/portsip-pbx-administration-guide/31-configuring-email-notifications.md). *** ### Outbound Caller ID When an **external (PSTN) number** is configured as the **Destination if No Answer**, the call is forwarded to a SIP trunk based on the **matched outbound rule**. In this scenario, you can specify the **Outbound Caller ID** to be used for the forwarded call.\ The outbound caller ID may **replace certain SIP headers or fields**, depending on the trunk configuration. For more details, refer to: * [Outbound Parameters](/portsip-communications-solution/portsip-pbx-administration-guide/7-trunk-management.md) * [Handle Outbound Calls Through SIP Trunk](/portsip-communications-solution/portsip-pbx-administration-guide/7-trunk-management/handle-outbound-calls-through-sip-trunk.md)