Tutorials: Add Call Queues (V20)

Required Access: 3CX

Last Updated: 6/17/2025

Enter your credentials.

Click on the "Admin" button in the lower left corner of the screen.

Click on the "Call Handling" tab.

Press the "+ Add Queue" button.

Enter the following:

• Queue Name: Type in a name of your choice here.
• Polling Strategy: Set the polling strategy to whatever you need your call queue to do. The "Ring All" option is the most common polling strategy and is what is set in our example.
• Ring Time (seconds): The ring time is set to 30 seconds by default, but you can change it if you would like.
• Maximum queue wait time (seconds): Set the maximum queue wait time to 30 seconds.
• Assigned DID number(s) (Optional): The DID number(s) assigned here will route directly to this call queue.

Select the following:

• Destination if no answer: Set the destination here. This is set to "End Call" by default.

Note: you could configure the other destination options if you have office hours set up.

Navigate to the "Options" tab.

Select the following:

• Music on Hold: Set "Music on Hold" to whichever WAV file you have saved.
• Intro Prompt: Enable the Intro prompt and set it to whichever WAV file you have saved.
• Announce queue position to the caller: Enable this setting.

Select "+ Add User" to add users to your call queue.

Optional: set up Queue email notifications to inform user(s) when events take place.

Click on "+ Add" to select the user(s), then enable the notifications of your choice.

Optional: set up 3CX Live Chat & Talk so that you can place a link in either your email signature or website to allow people to call with a single click.

Configure the following:

• Your Link Name: This field is auto-generated from the name of your call queue.
• Ask customer for: Set it to ask for customers' name and/or email address, or set it to none.

Click on the "Save" button when you are finished.