Queue

The Queue module manages incoming calls by placing them in a waiting line until a team member is available. Perfect for call centers and busy departments, it ensures callers are handled efficiently while providing a professional waiting experience.

Common Uses

• Call center management
• Customer support lines
• Sales team distribution
• High-volume call handling
• Department call routing

Setting It Up

General Settings

1. Name: Give your queue a descriptive name (e.g., "Sales Queue" or "Support Line")

2. Ring Strategy:

   • Round Robin: Distributes calls sequentially based on last answer
   • Ring All: Rings all available team members simultaneously
   • Random: Randomly selects one team member

3. Queue Timeout: Set maximum wait time (5 seconds to 15 minutes)

   • Calls exceeding this time follow the timeout path
   • Connect to voicemail or alternate handling

Users Tab

Add team members who will receive calls:

• Select from pre-configured contacts
• Add multiple contact methods per user
• Set destination timeout per member
• Manage member list with edit/remove options

Media Tab

Configure audio for waiting callers:

1. Music on Hold: Played during wait time

   • Upload custom audio files
   • Create playlists
   • Supported formats: .mp3, .wav, .flac, .ogg

2. Ringback Tone: Played before call is answered

   • Company messages
   • Marketing announcements
   • Position announcements

CLI Rules

Customize caller ID display:

Example 1: Set custom text
Rule: ^(.*)$
Result: Support Queue

Example 2: Add prefix
Rule: ^(.*)$
Result: Queue Call - \1

Practical Example

This example shows:

1. Calls arrive through a phone number
2. Queue manages distribution to team members
3. Unanswered calls go to voicemail

Best Practices

• Set appropriate timeout values
• Record clear waiting messages
• Configure fallback options
• Monitor queue performance
• Balance team workload
• Update member list regularly

Ring Strategies Explained

Strategy	How It Works	Best For
Round Robin	Distributes calls sequentially	Even workload distribution
Ring All	Rings everyone simultaneously	Urgent calls, small teams
Random	Randomly selects one member	Basic load balancing

Important Settings

• Queue timeout: Maximum wait time before fallback
• Destination timeout: Individual member ring time
• Media settings: Keep callers informed and engaged
• Member list: Keep updated for proper distribution

Advanced Features

• Multiple contact methods per member
• Custom audio messages and music
• Flexible timeout handling
• CLI rule customization
• Team member management
• Queue status monitoring