3CX GUIDE - HOW TO create / amend a call queue
From the 3CX Admin Portal:
1. Select 'Call Queues' from the left menu. Double click (or click once, then Edit) the relevant queue.
2. Once in the Queue/General screen: Queue name and polling strategy can be amended.
Ring time is the number of seconds before a call is classed as unanswered.
Ring time is the number of seconds before a call is classed as unanswered.
3. Below shows:
• The Direct Dial for the queue, with the Queue extension in brackets
• The maximum wait time before the call is, in this example, ended (click the down arrow for other options)
• Music on Hold is the Queue hold music of your choice
• Play Intro Prompt is your choice of announcement to the Caller calling the Queue. Activate by clicking the square.
• The Direct Dial for the queue, with the Queue extension in brackets
• The maximum wait time before the call is, in this example, ended (click the down arrow for other options)
• Music on Hold is the Queue hold music of your choice
• Play Intro Prompt is your choice of announcement to the Caller calling the Queue. Activate by clicking the square.
4. Below shows:
- Option to announce the Caller’s position to them, at intervals
5. The Agents tab allows you to add/delete extensions in the Queue.
6. The Advanced tab (screen partially shown below) is available in 3CX Pro edition. Wrap Up time and SLA times can be set here
7. Notifications (Eg SLA time breaches) to the Queue Manager, can be activated under the Notifications tab. Notifications are received by email. (The role of Manager must have been set under Extensions, Rights)
