Queue

Overview

Under Queue, you create and manage call queues for your Virtual-Call Cloud PBX. In queues, incoming calls are distributed to a group of agents—based on a configurable ring strategy. Callers are placed on hold until an agent becomes available.

Prerequisites

Administrator access to the Virtual-Call Cloud PBX
At least one extension must be set up to be assigned as an agent.

Page Overview

Navigate to Call Features → Queue.

The overview displays all existing queues with the following columns:

Column	Description
Number	Extension number of the queue.
Name	Name of the queue.
Queue Managers	Assigned queue managers.
Static Agents	Permanently assigned agents.
Dynamic Agents	Agents who can log in and out on their own.
Ring Strategy	The ring strategy of the queue (e.g. Ring All).
Operations	Actions: Edit, Delete.

Above the table, the buttons Add, Pause Reason, Options, and Delete, as well as a Search field, are available.

Adding a Queue

Click Add to create a new queue. The configuration is divided into four tabs: Basic, Members, Preferences, and Queue Panel Permissions.

Tab 1 — Basic

Basic

Field	Description
Number	Extension number of the queue. Required.
Name	Name of the queue. Required.
Skill-based Routing	Enables skill-based routing—calls are preferentially routed to agents with matching skills.
Ring Strategy	Defines how incoming calls are distributed to agents (e.g. Ring All, Round Robin, Random). Required.
Maximum Waiting Time (s)	Maximum waiting time in seconds before the caller is forwarded to the failover destination. Required.
Failover Destination	Destination to which the caller is forwarded when the maximum waiting time is exceeded (e.g. Hang Up, Extension, Voicemail).
Time Condition	Enables time-based control for the queue based on business hours.

Prompt

Field	Description
Join Announcement	A voice prompt played to the caller when entering the queue.
Ringback Tone	Tone played to the caller while waiting.
Music On Hold	Music plays while the caller is waiting.
Periodic Announcement	A periodic announcement was played to the caller during the wait.
Frequency (s)	Interval in seconds at which the periodic announcement is repeated. Required.
Caller Position Announcements	Options for announcing the caller's queue position and wait time: Announce Position, Announce Hold Time, Play "Thank You for Your Patience" Prompt.
Agent ID Announcement	Announces the agent's ID to the caller before the call is connected.
Custom Prompt Language	Allows setting a custom language for the announcements of this queue.

Agent Options

Field	Description
Agent Timeout (s)	Maximum ring duration in seconds for an agent before the call is forwarded to the next agent. Required.
Retry Interval (s)	Wait time in seconds between retry attempts to reach an agent. Required.
Wrap-up Time (s)	Time in seconds granted to an agent after a call before the next call is assigned. Required.
Agent Announcement	A voice prompt played to the agent before connecting a queue call.
Ring In Use	Allows sending a queue call to an agent who is already on a call.
Agent Auto Pause	Automatically pauses the agent when a call is missed.
Display Missed Call Records in Agent IP Phone	Shows missed queue calls on the agent's IP phone.

Tab 2 — Members

In the Members tab, you assign agents and managers to the queue.

Dynamic Agents

Dynamic agents can log in and out of the queue on their own (e.g. via a feature code or the Linkus Client). Select the desired extensions from the Available list and move them to the Selected list.

Static Agents

Static agents are permanently assigned to the queue and cannot log out on their own. They receive calls as long as the queue is active.

Queue Managers

Managers can monitor and control the queue via the Queue Panel in the Linkus Client. Additionally, you can enable notifications for managers:

Notification	Description
Notify the manager when a queue call is missed	The manager is notified when a queue call is not answered.
Notify the manager when a queue call is abandoned	The manager is notified when a caller leaves the queue.
Notify the manager when the SLA is lower than its alarm threshold	The manager is notified when the Service Level Agreement falls below the threshold.
Notify the manager when a callback request is made	The manager is notified when a caller requests a callback.
Notify the manager when a callback failed	The manager is notified when a callback attempt fails.

Tab 3 — Preferences

Basic

Field	Description
Maximum Callers in Queue	Maximum number of callers that can wait in the queue simultaneously. 0 = unlimited. Required.
Queue Alert Info	Info text displayed when the queue is full.
Linkus Client Distinctive Ringtone	Custom ringtone in the Linkus Client for calls from this queue.
Leave Empty	Callers automatically leave the queue when no agents are available.
Disallow to Join When Empty	Prevents callers from joining the queue when it is empty (no agents logged in).

Service Level Agreement

Field	Description
SLA Time (s)	Target time in seconds within which calls should be answered. Required.
Evaluation Interval (min)	Time period in minutes over which the SLA is evaluated. Required.
Alarm Threshold (%)	Threshold in percent—when the SLA falls below this value, the manager is notified. Required.

Callback

Allows callers to request a callback instead of waiting in the queue.

Field	Description
Request Callback Method	Method by which a callback is triggered (e.g. Triggered by caller input). Required.
Digit to press	Key the caller must press to request a callback. Required.
Callback Outbound Prefix	Prefix for outbound callbacks. All agents in the queue must have permission to use this outbound route.
Callback Timeout	Time limit for the callback attempt. Required.

Satisfaction Survey

Field	Description
Satisfaction Survey Prompt	Voice prompt for the satisfaction survey after the call.
Satisfaction Survey Points	Mapping of key presses (0–9) to point values for the rating.

Key Press Event

Field	Description
Key	DTMF key the caller can press to trigger an action.
Key Destination	Destination to which the caller is forwarded (e.g. Hang Up, Extension).

Priority Queue

Field	Description
Weight	Priority weight of the queue — higher values mean higher priority.
Enable Acceleration Weight	Increases the caller's priority as their wait time increases.

Tab 4—Queue Panel Permissions

In the Queue Panel Permissions tab, you define which permissions managers and agents have in the Queue Panel and Wallboard of the Linkus Client.

Manager

Permission	Description
Wallboard	Access to the wallboard with real-time queue statistics.
Queue Panel	Access to the Queue Panel in the Linkus Client.
Switch agents' status	Allows the manager to change agent statuses.
Call distribution management (Redirect, Transfer, Drag and Drop operation)	Allows the manager to redirect and distribute calls in the queue.
Allow for picking up or hanging up agents' calls	Allows the manager to pick up or hang up agents' calls.
Call monitoring operations (Listen, Whisper, Barge In)	Allows the manager to monitor active calls.
Call parking operation	Allows the manager to park calls.
Switch agent's recording status	Allows the manager to start or stop recording for agents.
Show Company Contacts Matching Results	Displays matching company contacts in the Queue Panel.
Queue Missed Call Logs	Access to the queue's missed call logs.

Agents

Permission	Description
Wallboard	Access to the wallboard with real-time statistics.
Queue Panel	Access to the Queue Panel in the Linkus Client.
Call distribution management (Redirect, Transfer, Drag and Drop operation)	Allows the agent to redirect and distribute calls.
Allow for picking up or hanging up other agents' calls	Allows the agent to pick up or hang up other agents' calls.
Call parking operation	Allows the agent to park calls.
Show Company Contacts Matching Results	Displays matching company contacts.
Queue Call Logs	Access to the queue's call logs. Settings: Member (All / Specified Agent), View Range (All, Incoming call, Missed call).

Pause Reason

Click Pause Reason to define pause reasons for agents. Agents can select one of these reasons when pausing.

Field	Description
Feature Code	Code the agent dials to activate the pause with this reason (e.g. *01).
Pause Reason	Name of the pause reason (e.g. Lunch, Break, Wrap up).
Operations	Delete the pause reason.

Click + Add to add more pause reasons.

Options

Click Options to configure global settings for all queues.

Field	Description
Default Status of Dynamic Agents	Defines whether dynamic agents are logged in or logged out by default. Required.
Shared Wrap-up Time Across Multiple Queues	When enabled, the wrap-up time is synchronized across multiple queues. Required.
Auto-sync call disposition results for repeat callers in the same queue	When enabled, call disposition results are automatically synchronized for repeat callers in the same queue. Required.

Using a Queue

Navigate to Call Features → Queue.
Click Add.
In the Basic tab, enter a number, a name, and the desired Ring Strategy. Configure prompts and agent options.
Switch to the Members tab and assign dynamic agents, static agents, and queue managers.
In the Preferences tab, configure SLA, Callback, Satisfaction Survey, and other options.
In the Queue Panel Permissions tab, set the permissions for managers and agents.
Click Save.

Best Practices

Use dynamic agents when employees should be able to flexibly switch between different queues.
Use static agents for employees who are permanently assigned to a specific queue.
Define pause reasons to better track and evaluate the availability of your agents.
Configure the SLA to monitor service quality, and enable manager notifications when the SLA falls below the threshold.
Enable the callback feature to offer callers an alternative to waiting in the queue.
Keep the wrap-up time reasonably short so agents become available quickly for the next call.
Assign queue panel permissions selectively—managers typically require more functions than agents.

Articles in this section

Overview

Prerequisites

Page Overview