Tutorials: Add Call Queues (V16)

Enter your credentials.

Click on the "Applications" tab, then select "Queues" from the drop-down menu.

Click on the "+ Add Queue" button.

• Queue Number: Enter the call queue's number.
• Queue Name: Enter the call queue's name.
• Ring Strategy: Set the ring strategy to determine the order in which agents are called. It is set to the "ringall" strategy by default.

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

Switch over to the "Queue Agents" tab.

• Static Agents: This type of agent is assumed to be in the call queue all the time.
• Dynamic Agents: This type of agent can log in and out of the call queue.

Switch over to the "Timing & Agent Options" tab.

• Max Wait Time: Set this to limit the time people can be stuck in the call queue.

Switch over to the "Capacity Options" tab.

• Max Callers: Set this to limit the number of callers in the call queue.

Switch over to the "Caller Announcements" tab.

• Frequency: Set the frequency of caller position announcements.
• Announce Position: Enable to let the caller know the position they are in.
• IVR Break Out Menu: This setting allows a caller to leave the call queue and enter an IVR.
• Repeat Frequency: Set the amount of time to repeat the IVR Break Out Menu.

Click on "Submit" when you are finished.

After that, select "Apply Config" to reload FreePBX and finalize your changes.