Before you start
- You need at least one user with the agent role to add as a member.
Steps
1
Go to Queues
In the left navigation, select Queues, then select Add queue.
2
Name the queue
Enter a Name, such as “Sales”.
3
Set a dial-in extension, if you want one
Enter an internal Dial-in extension if you want agents or other flows to be able to
reach this queue directly.
4
Choose a strategy
Set Strategy to Round robin, Least busy, or Skills-based — see
Queues for the difference.
5
Set the max wait
Enter Max wait (seconds) — how long a call waits in this queue before it goes to the
overflow target.
6
Set an overflow target, if you have one
Enter an Overflow target — an extension or destination for calls that exceed the max
wait. Leave it blank if you don’t have a fallback yet.
7
Set a service level target
Enter Service level (seconds) and Service level target (%) — the answer-time
goal your reports and wallboard will measure this queue against.
8
Save the queue
Select Save.
9
Add members
Open the queue and add the agents you want receiving its calls.
Verify
The queue appears in Queues with the members you added. Route a phone number to it
(see Route an inbound number) and call the number — an
available member agent’s phone rings.
Common problems
- No agent’s phone rings. Confirm at least one member is signed in and in the Available state — see Agent states.
- Calls always go to overflow. The max wait might be too short for your current staffing, or no member is available in time.