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Video 7: How to Set-up Call Queues

This video instructs you on how to configure a call queue for your phone system. Creating call queues allow parties that dial into your phone system the ability to connect with an extension or group of extensions in an effort to address their call in a quick and orderly way.

1. Browse to your FreePBX admin > Select “Applications” drop down menu > Select “Queues” module

  • Add a queue by typing in the “Queue Number”
  • Add a “Queue Name”
  • Add a “Queue Password” (this is how your internal agents log into this queue)
  • As you hover over the blue question mark bubbles you can see what the option does

Should you choose “Static Agents” or “Dynamic Members”?

  • Dynamic Members – forces the extensions on your phone system to dial into the queue, and enter their password to gain access to calls coming into a queue
  • Static Agents – allows you to create permanent members of the queue, by listing their extensions to automatically gain access to calls coming into a queue

2. Under the “General Queue Options” section of the “Queues” module > Select your preferences

  • Select “Linear” from “Ring Strategy” (or the most prudent selection based on how many queues you have)
  • Select “Autofill” and click the checkbox, which will allow the queue to fill all the participating extensions with calls, instead of only answering calls when the preceding one is answered
  • Select “Skip Busy Agents”: Usually “Yes”, so your agents aren’t getting queue calls while they’re busy on other calls

3. Under the “Timing & Agent Options” section of the “Queues” module > Continue to make selections based on how you want your queue sequencing to work

  • At the very least, select “Min Wait Time” and “Max Wait Time” drop down option to indicate the length of time you want a caller to wait in a queue

4. Under “Capacity Options” section of the “Queues” module  > Determine how many inbound calls could get into this queue

  • Select “0” from “Max Callers” drop down to allow an unlimited number of callers into the queue
  • Select “No” from the “Join Empty” drop down in case there are no agents logged into the queue
  • Select “Failover Queue” if for some reason the queue were to fail you could route the caller to a different destination
  • You can set certain events, or different breakout menus, if you want to get complex as you scroll down the “Queues” page

5. “Applications” drop down menu > Select “IVR” module

  • Under “IVR Entries” section
  • Change the “Ext” and “Destination” to new queues that you create

You should know have at least one test queue created. Once you’ve created a queue, assigned the agents, and set the ring strategy, anything else is fine-tuning to get the options right for how inbound calls are routed to your call queues.

What is a Call Queue?

Inbound phone calls are driven to a queue for a agents to answer calls.  If all agents are busy (on a call or not logged in) the inbound call is queued up and maintained until an agent is available.  The queues can opt calls in or out based on length of time in the queue and then distribute them accordingly (staying on the queue, to a voicemail, brought into another queue, etc).  Agents of the queue can volunteer to be in the queue, or be automatically logged into the queue (dynamic members or static agents).