Specifications

ConfiguringCallQueues
Introduction
CallQueuesallowcallstobequeuedwhilstagents(membersofacallqueue)answercalls.Calls
donotgounansweredbutwaitinaqueueduntilanagentisavailabletotakethecall.Forexample,
youcandefineagroupofthreesalespeople,andhavethegeneralsalesnumberroutetoasales
callqueue.Ifallthreesalespeoplearebusy,callerswillbekeptinthequeueuntilthenextsales
personisfree.Whenyoucreateacallqueue,youalsoassignitavirtualextensionnumber.Thiswill
bethenumberusedbythephonesystemto“address”theCallQueue.
Note:ThefeaturesareonlyavailableintheStandardandProeditionsof3CXPhoneSystem.
CreatingaCallQueue
AddingaCallQueue
ToaddaCallQueue:
1. Inthe3CXPhoneManagementconsolemenu,select“CallQueues”>“AddQueue”tab.
2. Nowenterthecallqueueoptions:
● Virtual extension number – Optionally change the suggested virtual extension
number.Notethatthisextensionnumberwillbeautomaticallycreated.Donotspecify
anexistingextensionnumber.
● Name–EnterafriendlynamefortheQueue.
● Pollingstrategy–Thisoptionallowsyoutochoosehowcallsshouldbedistributedto
agents:
● Huntrandomstart–3CXwillrandomlychooseanagenttodistributethecallto.This
willevenlydistributethecallstoeachoftheagents.