PBX, then click on the
Call Center tab. Click on
Queues from the drop down.
Type in a queue number.
Type in a short description.
Configure Members, which are an essential component of a queue. They are basically Agents.
Select the extension you will use as the member/agent.
Add a penalty to the member/agent, which will lower their preference of being called when there are callers waiting in the queue. The higher the number, the lower the priority of this member/agent will be.
Set the Member/Agent to dynamic or static.
Dynamic members/agents can log in and out of queues.
Static members/agents will be in the queue permanently.
If you turn this on, your members/agents will be able to divert their phones. For example, they could turn on call forwarding, which will forward calls to whichever destination the members/agents have on their phones.
Trash can icon:
Add a new member/agent.
Select where calls go when the call queue times out.
Save, then click on the
Update icon in the top right corner of the screen.