Setting Up Call Queues

A Call Queue (or ring group) pools incoming calls and routes them to a team of agents. This guide details how to create queues, assign agents, and choose routing strategies.

1. Creating a Queue

Go to Settings → Telephony → Call Queues:

1. Click + Create Call Queue.
2. Name the queue (e.g. Technical Support).
3. Set the queue strategy.

2. Queue Routing Strategies

Choose how incoming calls are distributed among active agents in the queue:

• Ring All: Ring all available agents simultaneously. First to answer claims the call.
• Round Robin: Cycle through agents one by one in a fixed order.
• Least Active: Route the call to the agent who has spent the least amount of time on calls today.

3. Queue Settings

• Max Wait Time: Set how long a caller can wait in the queue before a fallback action triggers (e.g., transfer to voicemail).
• Hold Music: Select an audio file to play while the caller is in queue.
• Queue limits: Set the maximum number of concurrent callers allowed in the queue.
• Recording: Toggle whether all calls routed through this queue are recorded automatically.