Queues

A queue is like a ring group with a waiting line: callers are held and offered to agents as they become free, with a maximum wait time and a fallback if nobody picks up in time.

Open Queues

In the sidebar, go to PBX > Queues. Each row shows the queue's name, extension, ring Strategy and PBX pool.

Queues list showing one row: Demo Support, extension 601, strategy ringall, PBX pool Global. — The queues list, with a demo queue "Demo Support" on extension 601.

Click Create queue, or open an existing one, to reach its settings and its agents.

Queue detail page for Demo Support: Name, Extension 601, PBX pool Global, Strategy ringall, Ring timeout 30, Max. callers 0 (unlimited), Max. wait time 300, Failover action hangup, Save/Cancel, and the start of a Static agents table. — A queue's own settings — strategy, ring timeout, caller limit and what happens if nobody answers in time.

What each field means

Field	Meaning
`Name` / `Extension`	The queue's label and the number used to reach it (from an IVR menu, a DID, or dialled directly).
`PBX pool`	Which shared set of extensions this queue's number belongs to — see PBX pools & extensions.
`Strategy`	How waiting calls are offered to agents — for example `ringall` rings every free agent at once; other strategies ring one at a time in different orders.
`Ring timeout (s)`	How long a single agent's phone rings for one offered call before moving on.
`Max. callers (0 = unlimited)`	How many people can be waiting in the queue at once; a caller over the limit hears busy instead of joining.
`Max. wait time (s)`	How long one caller can wait in the queue in total before the failover action takes over.
`Failover action (timeout)`	What happens once Max. wait time is reached: hang up, go to another extension, a DID, or a specific device.

Static agents

The Static agents section lists the devices that answer this queue's calls. Pick a device, optionally give it a friendly Agent name and a Penalty (agents with a lower penalty are offered calls first), and add it. Only devices reachable through the queue's PBX pool are offered.

Further down, a Periodic announcements section can play a message to waiting callers on a repeat, and Queue log sharing controls which staff accounts can see this queue's call log.

Check

Dial the queue's extension from a phone that is not a member agent. It should hold the call and ring the agent devices per the chosen strategy; letting it run past Max. wait time should trigger the failover action.