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.
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.
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:
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