Tutorials: Add Call Queues

Required Access: FreePBX

Last Updated: 5/18/2025

Under the "Applications" tab, click on "Queues" from the drop down.

Click on the "+ Add Queue" button.

General Settings:

• Queue Number: Number of IVR
• Queue Name: Name of Queue

• Fail Over Destination: Choose where you want this call to go if there are no agents or if it meets a time out

Queue Agents:

• Static Agents: Agents are assumed to be in the queue all the time.
• Dynamic Agents: Agents can log in and out of queue.

Timing & Agent Options:

• Max wait time: Limit the time people can be stuck in the queue.

Capacity Options:

• Max Callers: Limit amount of callers in the queue.

Caller Announcements:

• Frequency: Frequency of caller position announcement
• Announce Position: Let the caller know what position they are in
• IVR Break Out Menu: Let caller leave queue and enter an IVR
• Repeat Frequency: Time to repeat IVR break out option

Submit and apply the configuration.