Manage Call Queues

A call queue holds incoming callers in line and hands each call to an available agent (the extensions or users you assign to answer queue calls). After a queue is set up, you can reopen its configuration at any time to add or remove agents, change how calls ring, or adjust other options. This page covers how to edit a queue and how to delete queues, either one at a time or several at once.

The PBX (Private Branch Exchange, the phone system that routes your calls) locks in the queue number when you first create the queue. Every other queue setting can be edited later.

Caution

You cannot change a queue’s number after the queue is created. If you need a different number, delete the queue and create a new one with the number you want. Remember to update anything that points at the old number (inbound routes, IVR menus, and so on) so calls still reach the right place.

Edit a queue

Do this when you need to change who answers a queue, how calls are shared out, or any other queue option.

1. Sign in to the PBX web portal and open Call Features > Queue.
2. Click the edit icon next to the queue you want to change.
3. Adjust the queue settings to suit your needs, such as the assigned agents or the ring strategy.
4. Click Save, then Apply.

Note

The ring strategy controls how the queue offers a waiting call to your agents, for example ringing everyone at once or one agent at a time. Pick the option that matches how the team wants to share incoming calls.

Note

Clicking Save stores your changes, but they do not go live until you click Apply. If an edit does not seem to take effect, check that you completed the Apply step.

Delete queues

Remove a queue when it is no longer needed. IVR here means Interactive Voice Response, the automated menu callers hear before they are routed.

1. Sign in to the PBX web portal and open Call Features > Queue.

2. To remove a single queue:

   a. Click the delete icon next to the queue you want to remove. b. Click OK, then Apply.

3. To remove several queues at once:

   a. Select the checkbox for each queue you want to remove, then click Delete. b. Click OK, then Apply.

Danger

Deleting a queue is permanent and erases all of its settings. Any calls routed to that queue will fail afterward, so first update or remove anything that sends calls to it, such as inbound routes or IVR menus. When you delete in bulk, every selected queue is removed at once, so double-check your selection before you confirm.