How to Create a Queue?

How to Create a Queue?

Creating a queue helps manage call handling efficiently. Follow these steps to set up a new queue from the 3CX dashboard. 
  1. Go to “Admin” > “Call handling”.
  2. Click “+ Add queue” at the top of the screen.

3. Virtual extension number: choose an extension number for your group.
4. Queue name: choose a name for your queue, for example, sales or support.
5. Maximum queue wait time (seconds): set a time limit for how long a call can wait in the queue before the call follows the rules set if a call is unanswered.
6. Assigned DID number(s): use the drop-down to assign a DID number to your queue to route calls directly to your queue.
7. Polling strategy: There are multiple options available but it’s better to select the option of “Ring All”. Ring all option rings all queue members at the same time until someone picks up or the ring time is reached.
8. Ring time: set the maximum time in seconds that a call should ring before following the rules set if a call is not answered. Default is 30 secs.



9. Navigate to the “Users” tab and click “+ Add user”. Use the search box to find the users you want to add to the group or enter their extension number.

 


10. Click “Save”.

Note that Queue members must be logged in! Queue members must be logged into a queue to answer calls. Configure queue members’ extensions to automatically log in and out by editing the user’s extension and going to “Call Forwarding” > choose the status you want to edit > check the “Log out from queues” option.
Additional knowledge:
If we want that after the Ring Time (which we defined in the Queue), the call should go to Voicemail, then follow the below steps:
  • Select the Queue.
  • Scroll down and you will find an option of Destinations. Select “Voicemail Box” in the Destination if not answer section.
  • Use the search box to find the users you want to receive the voicemail or enter their extension number.
  • Click “Save”.