Specifications

● RingAll–ThephonesofALLtheagentswillring.
● PrioritisedHunt–3CXwill distribute thecallaccordingtotheorderspecifiedin the
Queuememberssection.Allcallswillgotothefirstagentfirst,andonlyifthisagent
isbusy,itwillgotothenextagent.Thisstrategycanbeusedtosetupskillsbased
routing,byorderingtheagentsaccordingtotheirskills.
3. Ring timeout – Indicate the timeout in seconds, i.e. for how long the phone should keep
ringingbeforeitconsidersthecallunansweredbythatagent.
4. Inthe“CallQueueagents”sectionspecifytheextensionsthatshouldbepartofthisCall
queue.Simplyclickontheextensionsandclickon“Add”tomakethemamember. Move
theextensionsupordowntoconfigurethepriorityofanextension.
5. Inadditiontobeingamember,anextension/usermustalsologintostartanswering
callsroutedtothiscallqueue.Userscanlogintoacallqueueusingtheloginbutton
inthe3CXPhoneorviaascheduleusingtheOfficeHoursSchedule.
6. Inthe “Destination if noanswer” section, you candefine what should happenifthe call
doesnot get answered byanagent. If no agentislogged into the queue,thisoption gets
triggered immediately. In addition, this option gets triggered if the caller presses the ‘*’
button on his phone. This gives callers an option to exit out of the queue and leave a
message.
7. Inthe“Otheroptions”section,youcanspecifyacustomintroductionpromptandacustom
music on hold file. Introduced in v12.5, you can now choose whether to play the full intro
promptbeforethesystemstartstocallqueueagents.Youcanalsodecidewhetheryouwish
toannounceacaller’spositioninthequeueandwhatthemaximumwaittimeshouldbe.
AddinganExternalAgenttoaQueue
AddinganExternalAgent
3CX Phone System also allows you to add external numbers as agents of a Queue. This is
particularlyusefulincaseyouwanttouseamobilenumber,aremoteextension,orevenaVoIP
numberasanagentofaqueue.Toaddanexternalagenttoaqueue:
1. Openyour3CXManagementConsoleandclickonthe“CallQueues”node.
2. Doubleclickthequeuethatyouwanttoaddanexternalagenttoandbelowthelistofqueue
agentsclickthe“Add”buttonnextto“AddExternalAgentNumber”.
3. Fillintheexternalagent’sdetails(anextensionwillalsobecreatedfortheexternalagent).
4. Click“OK”whendoneandtheexternalagentwillbeaddedtoyourqueue.
AdvancedQueueFeatures(AvailableinPROEdition)
3CXPhoneSystemProEditionaddsadditionalCallCentrelikefeaturesto3CXPhoneSystem.No
furtherinstallationisrequired–youjustpurchasethemodule,reactivateyourexistingkeyandthe