A call queue acts as a virtual waiting room: incoming callers wait in line while the system distributes calls to available agents. While waiting, callers hear music on hold and optional announcements such as their position in the queue or estimated wait time. Queues are ideal for support hotlines, sales teams, or any scenario where multiple callers need to reach a group of agents.
Prerequisites
Administrator access to the Virtual-Call Cloud PBX admin portal.
At least one extension configured as an agent.
(Optional) Custom voice prompts uploaded under PBX Settings > Voice Prompt — for join announcements, periodic announcements, or music on hold.
(Optional) Business hours and holidays configured if you want time-based call routing.
Queue Number Range
Queue numbers use the range 6400–6499 by default. Each queue receives a virtual number from this range that callers (or inbound routes) use to reach the queue.
Create a Queue
Log in to the Virtual-Call Cloud PBX admin portal.
Navigate to Call Features > Queue.
Click Add.
On the Basic tab, configure the general queue settings (see tables below).
On the Members tab, assign agents to the queue.
On the Preferences tab, configure advanced options such as callback, priority, satisfaction survey, and key press events.
Click Save and Apply.
Basic Settings
General
Setting
Description
Number
Virtual number for the queue (default range 6400–6499).
Name
A descriptive name to identify the queue (e.g., "Support Hotline").
Skill-based Routing
When enabled, calls are distributed based on agent skill levels (highest skill first). Configure skill levels per agent after enabling this option.
Ring Strategy
Defines how calls are distributed to agents. See the Ring Strategy table below.
Maximum Waiting Time (s)
Maximum number of seconds a caller waits before the call is routed to the failover destination.
Failover Destination
Where calls go when no agent answers within the maximum waiting time or the queue is full. Options include: Hang up, Extension, Extension Voicemail, Group Voicemail, IVR, Call Flow, Ring Group, Queue, External Number, or Play Prompt and Exit.
Ring Strategies
Strategy
Description
Ring All
Rings all available agents simultaneously until one answers.
Least Recent
Rings the agent who has been idle the longest (least recently called).
Fewest Calls
Rings the agent with the fewest completed calls.
Random
Distributes calls randomly among available agents.
Round Robin (Rrmemory)
Cycles through agents in order, remembering which agent was last tried. For mixed queues (static + dynamic agents), static agents are tried first.
Linear
Rings agents in a fixed order. Static agents follow the order defined in the agents list; dynamic agents follow login order.
Time Conditions
To route queue calls differently outside business hours or on holidays, enable the Time Condition checkbox and configure:
Setting
Description
Time Zone
Select the time zone whose business hours and holidays apply to this queue.
Outside Business Hours Destination
Destination for calls received outside defined business hours.
Holidays Destination
Destination for calls received during defined holidays.
Ignore the Holiday Destination
If enabled, holiday calls follow the business hours routing instead of the holidays destination.
Play Holiday Prompt
If enabled, plays a holiday prompt before routing the call. Requires a prompt configured under Call Control > Business Hours and Holidays > Holidays.
Agent Options
Setting
Description
Agent Timeout (s)
How long each agent's phone rings before the system tries the next agent.
Retry Interval (s)
Wait time before ringing the next available agent after the previous one timed out.
Wrap-up Time (s)
Post-call processing time for agents. The next call is delivered only after this period ends.
Agent Announcement
A prompt played to the agent when they answer a queue call (e.g., identifying the queue).
Ring In Use
Whether to ring agents who are already on another call.
Agent Auto Pause
Automatically pauses agents after a configurable number of consecutive missed calls. Does not apply when the ring strategy is "Ring All". Agents receive an email notification when paused.
Display Missed Call Records
Whether to show missed queue call records on agents' IP phones.
Members (Agents)
On the Members tab, assign extensions as agents. There are two types:
Agent Type
Description
Static Agents
Permanently assigned to the queue. They cannot log in or out — they are always members. The order in the list determines ring priority for Linear and Round Robin strategies.
Dynamic Agents
Can log in and out of the queue at any time. Calls are only distributed to dynamic agents when they are logged in and not paused.
Announcements & Prompts
Configure what callers and agents hear during queue interactions on the Basic tab under the Prompt section:
Caller Announcements
Setting
Description
Join Announcement
Played when a caller enters the queue. Optionally, play the full announcement before ringing agents.
Ringback Tone
Played continuously to callers while waiting, after the join announcement. Synchronized from Music on Hold playlists and custom prompts.
Music on Hold
Played to callers when their call is placed on hold by an agent after being answered.
Periodic Announcement
Played at a configurable interval to callers waiting in the queue. Can guide callers to press a key (e.g., to request a callback or leave voicemail).
Position Announcement
Announces the caller's position in the queue and/or the estimated wait time at a configurable interval.
"Thank You for Your Patience"
An optional periodic prompt played to waiting callers.
Agent Announcements
Setting
Description
Agent ID Announcement
Announces the agent's ID to both the caller and the agent when a call is answered.
Announcement Language
Language for system-default announcements heard by callers. Available languages are managed under PBX Settings > Voice Prompt > System Prompt.
Preferences (Advanced Settings)
The Preferences tab provides additional configuration options:
Queue Capacity
Setting
Description
Maximum Callers in Queue
Maximum number of callers waiting simultaneously. Default: 0 (unlimited). When the limit is reached, additional callers are routed to the failover destination.
Leave Empty
Forces callers out of the queue when no agents are available (logged in, not paused).
Disallow to Join When Empty
Prevents new callers from entering the queue when no agents are available.
Queue Callback
Callback allows callers to hang up, keep their place in line, and receive an automatic call back when an agent becomes available.
Setting
Description
Request Callback Method
How callers initiate a callback: by pressing a digit (Triggered by caller input) or automatically after a timeout (Auto triggered after the timeout).
Digit to Press
The key callers press to request a callback (only for caller-input method).
Timeout (s)
Wait time before the callback option is offered automatically (only for timeout method).
Callback Outbound Prefix
The outbound route prefix used for the callback call. All agents must have permission to use this route.
Callback Timeout
How long a callback request stays active. If no agent is available within this period, the request is cancelled.
Priority Queue
When agents handle multiple queues, priority settings determine which queue's calls are served first.
Setting
Description
Weight
Initial priority weight (1–999). Higher values mean higher priority.
Acceleration Weight
Dynamically increases the queue's weight based on caller wait time, preventing long waits in lower-priority queues.
Acceleration (s)
Time interval (10–1800 seconds) after which the weight increases by 1. Formula: Total Weight = Initial Weight + (Wait Time ÷ Acceleration).
Distinctive Ringtone
Setting
Description
Queue Alert Info
Custom Alert-Info header text for SIP phones to trigger a specific ringtone for queue calls.
UC Client Distinctive Ringtone
A dedicated ringtone for queue calls on the Virtual-Call UC Client (Web and Desktop). Mobile clients use the ringtone configured in the app.
Service Level Agreement (SLA)
Setting
Description
SLA Time (s)
Target time (in seconds) for agents to answer calls. Default: 60 seconds.
Evaluation Interval (min)
How often the system checks SLA performance against the alarm threshold.
Alarm Threshold (%)
The service level percentage below which a notification is sent. Default: 80%.
Satisfaction Survey
Setting
Description
Satisfaction Survey Prompt
A prompt played after the agent hangs up, asking the caller to rate the service by pressing a key (e.g., 1 = satisfied, 2 = dissatisfied).
End Prompt
A prompt played after the caller submits their rating.
Satisfaction Survey Points
Defines which keys map to which satisfaction scores. Results are available in the Satisfaction Survey reports.
Key Press Events
Key press events allow callers waiting in the queue to press a key and be routed to a different destination. Use a periodic announcement to inform callers about available key options (e.g., "Press 1 to leave a voicemail").
Setting
Description
Key
The digit the caller presses.
Key Destination
The target for the key press: Hang up, Extension, Extension Voicemail, Group Voicemail, IVR, Call Flow, Ring Group, Queue, External Number, or Play Prompt and Exit.
Queue Call Logs New in V24.1
Starting with firmware 84.23.0.24, agents can view incoming (answered) queue call logs in addition to missed queue call logs. Previously, only missed calls were visible in the Queue Call Logs.
The visibility of these logs is controlled by the administrator via User Permission settings (under Extension and Trunk > User Permission > Settings):
Manager role: Under Manager > Queue Call Logs, enable the "Queue Incoming Call Logs" permission. Optionally, enable "Delete Queue Incoming Call Logs" as well.
Agent role: Under Agents > Queue Call Logs, set the visibility scope for incoming calls — either personal calls only or all agent calls.
Additionally, detailed queue reports are available under Reports and Recordings > Call Reports, including the "Inbound Queue Logs" and "Inbound Queue Logs for Agent" reports.
Example
Scenario: A company wants to set up a support queue with the following requirements:
Calls should be distributed to the agent who has been idle the longest.
Callers should wait no more than 120 seconds before being routed to a voicemail box.
During business hours only — outside hours, callers hear a prompt and are forwarded to a mobile number.
Callers can press 1 to leave a voicemail instead of waiting.
Configuration:
Create a new queue with Ring Strategy set to Least Recent.
Set Maximum Waiting Time to 120 seconds.
Set Failover Destination to Group Voicemail for the support queue.
Enable Time Condition, select your time zone, and set the Outside Business Hours Destination to External Number (the mobile number).
On the Preferences tab, add a Key Press Event: Key 1 → Group Voicemail.
Upload a Periodic Announcement that says "Press 1 to leave a voicemail" and set a frequency (e.g., 30 seconds).
Troubleshooting
Symptom
Possible Cause
Solution
Callers are immediately routed to the failover destination
No agents are logged in, or "Disallow to Join When Empty" is enabled with no available agents.
Ensure at least one static agent is assigned or dynamic agents are logged in and not paused.
Dynamic agents do not receive calls
Agents have not logged in to the queue or are paused.
Agents must log in using the feature code or UC Client and ensure they are not in a paused state.
Callback is not working
The outbound route prefix is incorrect, or agents lack permission for the outbound route.
Verify the Callback Outbound Prefix matches an existing outbound route and all agents have permission to use it.
Callers do not hear position announcements
Position announcement is not enabled, or the frequency is set too high.
Enable Announce Position and/or Announce Hold Time and set a reasonable frequency (e.g., 30–60 seconds).
Agents are automatically paused unexpectedly
Agent Auto Pause is enabled with a low missed-call threshold.
Increase the Max Threshold for Missed Calls or disable Auto Pause if not needed. Note: this feature does not work with the "Ring All" strategy.
Queue calls not routed during holidays
Holiday destination is not configured, or "Ignore the Holiday Destination" is enabled.
Check the Time Condition settings and verify holidays are defined under Call Control > Business Hours and Holidays.
Incoming queue call logs are not visible
The "Queue Incoming Call Logs" permission is not enabled in User Permission settings.
Navigate to Extension and Trunk > User Permission > Settings and enable the Queue Call Logs permissions under the Manager or Agent role. Requires firmware 84.23.0.24 or later.
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