Setting up a queue

Modified on Tue, 25 Jun at 3:33 PM

To configure the queue, go to the Virtual PBX section >> Settings tab >> Routing menu on the left >> Queues.

In the virtual PBX, one queue is automatically created, which has the internal number 201, consisting of all subscribers included in the tariff plan. Calls coming to the company's phone number are by default directed to this queue. You can configure this queue or create a new one.

To add a new queue, click on the Add button.


Specify the parameters of the new queue using the parameter descriptions in the tooltips.

The order of the numbers is described in detail in Queues — Priorities and Strategies and Queues — Setting priorities and strategies.

For information on transcribing calls, see Transcribe calls.

Add the necessary number of subscribers to the queue. To do this, use the plus button in the "Queue number list" parameter group. You can also add subscribers to the queue later, when editing the queue in the Queues tab.

Click Save.


Queue parameter settings are performed on the tabs:

  1. Queues — setting the main parameters of the queue: order of dialing, recording and transcribing calls, adding and removing subscribers from the queue.  

  2. Advanced — you can set your own hold music for the queue, and also enable the announcement (periodic reproduction of previously uploaded messages, for example, you can upload "hot" offers or current discounts).

    See more: Music on hold and Voice prompts.

    The functionality and parameters of redirecting to a familiar employee are described in Redirect to a familiar employee.  

  3. Robot controller — the function of automatic callback on missed calls is configured. See more Robot - controller. 

  4. Call evaluation — a function is set up that allows you to analyze the quality of the operator's conversation with the subscriber.

    See more Call evaluation.


Exiting the queue

If all subscribers in the queue are busy and no one was able to take the customer's call, it can be lost. To avoid this, you need to properly set up the exit from the queue in the routing scenario — specify the maximum waiting time and the route on which the call is directed when it is reached.

More details see Queue element.


Also see:


Call scenarios

Call Scenario Elements

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