Digium, Inc.
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Chapter 3: Telephone System Configuration
The Call Queues page, with the Queues tab selected, lists the existing
queues. None will be listed if you have not yet created a queue. To create
a new queue, click Create New Queue. Use the following steps to create
a queue. Keep in mind the purpose of the queue and how it should
operate.
Creating a Queue
1.
The extension for the queue will automatically populate in the Queue
field with the next available extension. If you want the number to be
something other than the automatically chosen one, enter it in the
Queue field.
Note: Go to Options, General Preferences to see which range of
numbers have been specified for ring groups.
2.
Next, give the queue a name that will be meaningful. The queue will
be referenced by this name, so be sure to make it sufficiently
descriptive as well. For example, “Technical Support” for the technical
support queue, “Sales”, and so on.
3.
You now should choose the strategy used in your queue call logic.
Using the Strategy drop-down list, choose one of the following
options for routing calls:
–
Ring All - Rings every agent who isn’t on an active call when a new
call arrives. The first agent to answer the call receives it.
–
Round Robin - Every available agent receives a call in turn, akin to
how cards are dealt in a poker game.
–
Least Recent - The agent who has been without a call the longest
receives the next call.
