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CALL QUEUE 3CX WINDOWS

“ Play Intro Prompt” - set a custom introduction prompt and choose whether to play this prompt before polling the agents.

“Music on Hold” - use a custom on-hold audio file.

This option also gets triggered if the caller presses the ‘*’ button, to give callers a queue exit option and leave a message.

“ Destination if no answer” - define the maximum queue waiting time and the action to perform if the call remains unanswered. If no agent is logged into the queue, this option gets triggered immediately.

Alternatively, you can assign an IVR menu option to the queue.

“Direct Inbound Dialing (DID)” - optionally assign one or more DIDs to the queue to route calls directly to the queue.

for how long the phone keeps ringing before the call is considered unanswered by that agent.

“ Ring time” – the timeout in seconds, i.e.

This strategy can be used to set up skills-based routing, by prioritizing the agents according to their skills. all calls go to the first agent, and only if this agent is busy, the calls go to the next agent.

Prioritized Hunt – distribute calls according to the order specified in the “Call Queue Agents” section.

Ring All – ring the phones of ALL the agents.

Hunt random start – randomly choose an agent to distribute the call to and evenly distribute calls among available agents.

“ Polling Strategy” – define how calls are distributed to agents:.

Click “ Add”, enter a name for the queue and select a virtual extension number.

To add a Call Queue click on the “ Call Queues” function in the 3CX Management Console and: calls to a sales number are routed to a call queue, where callers are kept in the queue until the next sales person is available to respond. All prices exclude applicable taxes and fees.Call Queues enable calls to be queued, instead of them going unanswered, whilst agents are on a call, e.g.

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CALL QUEUE 3CX WINDOWS

Next we can choose some additional options like the Maximum Queue Wait Time.ģCX, 3CX Phone System for Windows and the 3CX logo are trademarks of 3CX Ltd.After adding our extensions we will choose the Destination if now answer this destination can also be reached if the caller presses the * button.

Next we will add our extensions as part of the queue.To begin we will create a Name, Polling Strategy, and Ring Timeout.Creating Call Queues consists of the following Settings: General, Call Queue Agents, Destination if no answer, and other options.Repeat this process to create additional groups.The last thing that needs to be done is set the destination for unanswered calls to go, calls can be sent to different destinations such as: Extensions, Queues/Ring Groups, Digital Receptionist, Extension Voicemail box, or an outside number.Next we will add our extensions to the group, and set their priority.Ring Groups contain 3 main sections: General, Ring Group Members, and Destination if no answerInside the General we will create a Name and Ring Strategy.If you have not activated the license, be sure to do so as this will unlock several features such as: Ring Groups, Dial Codes, and many other features within the Advanced Settings tab. After completing basic setup it is time to build some of the other important features within the PBX. One of the important features of a Full-fledged PBX is brought out through the use of an IVR/Digital Receptionist/AA.