Queues

A queue holds callers until an agent is free and then offers the call to one of the queue’s members. You send callers to a queue with a Queue node in a number’s inbound flow.

Create a queue

Open Queues and click Create.

Field	Description
Name	3–20 characters. Starts with a letter; letters, digits, `_` and `.` allowed.
Extension	Optional, 2–5 digits, unique within the organisation.
Wrap Up Time	Seconds an agent stays in Wrap Up after a queue call before receiving the next one.
Reject Delay Time	Seconds an agent is paused (Busy) after rejecting a queue call.
Max No Answers	How many queue calls in a row an agent may leave unanswered before they are set to Logged Out.

Then open the queue’s Edit page and use Add member to search for members by name or SIP username and Add to queue. Use Remove to take someone out.

How calls are distributed

Callers are answered in the order they arrived (first in, first out) and hear music on hold while they wait.
A call is offered only to members whose presence is Available. Available members take turns (round robin).
While a call rings, the agent is Reserved; when they answer, On Call.
After the call the agent is in Wrap Up for the queue’s wrap-up time, then Available again.
If the agent rejects the call, they become Busy for the reject delay. If the call rings out unanswered, it counts towards Max No Answers. Either way the caller stays in the queue for the next available agent.
After Max No Answers unanswered calls in a row, the agent is set to Logged Out so callers are not kept waiting on someone who is away.

Queue dashboard

Each queue has a live dashboard (from the Queues list) that shows:

Waiting Calls, Available Agents and Total Agents;
Incoming Calls, with how long each caller has been waiting;
Available Members.

The dashboard updates in real time.