Queues
A queue is an incoming call buffer where callers wait to be handled by an agent or queue member.
Queue management
- New record: Create a new queue
- Edit: Edit an existing queue
- Delete: Delete a queue
Queue properties
Distribution strategy
| Strategy | Description |
|---|---|
| Ring all | Ring all available members until one answers |
| Least recent | Routes to the agent with the longest time since last call |
| Fewest calls | Routes to the agent with the fewest number of calls |
| Random | Random member selection |
| RRmemory | Round-robin with position memory |
| RR ordered | Round-robin respecting member priority |
| Linear | Based on priority (from priority 1) |
| WRandom | Weighted random selection based on priority |
Announcements and notifications
- Periodic position announcement in queue (configurable intervals)
- Estimated wait time announcement
- Announcement to agent before call connection
- Announcement to member before call transfer
Queue parameters
| Parameter | Description |
|---|---|
| Weight/priority | Priority level for call distribution |
| Max capacity | Maximum number of callers waiting in queue |
| Timeout | Ring time for agent (seconds) |
| Wrap-up time | Pause between calls |
| SLA | Service level metric (0 = disabled) |
| Auto-fill | Automatic queue filling |
Automatic pausing
| Mode | Description |
|---|---|
| Disable | Never pauses the agent |
| Single queue | Pauses only in the current queue |
| All queues | Pauses in all queues |
Triggers: Busy status, unavailable device, inactivity timeout.
Queue member types
Agents
Dynamic members using login codes (*101) and PIN authentication.
Lines
Permanent queue members — cannot manually log in/out.
External numbers
Permanent members receiving calls on external phone numbers (mobile phones, etc.).