ACD Queues

When there are too many inbound callers and not enough staff then callers can be sent to Queues where they will wait until someone frees up to take their call.

During hold time they can listen to music or recorded messages as well as get updates on how many callers are ahead of them.

How to add a new queue

1. Log in to the Mypbxadmin.com web interface.
2. Go to Features » Queues.
3. Click the "New" button.
4. Enter the following:
   o A name for the queue.
   o Optionally a description.
   o The owner. This person may edit the queue even if they are not an administrator.
   o The priority for the queue. Calls on high priority queues get delivered first. Calls on queues of the same priority are delivered on a first come, first serve basis.
   o The maximum number of queued calls. If additional calls enter the queue, they will sent immediately to the maximum calls or maximum hold time destination.
   o How long to hold for before giving up.
   o What order to try queue destinations.
   o Which destination or destinations to call within each priority.
   o How long to ring each IP Phone for. If an IP Phone does not answer, the call is returned to the queue and other destinations tried.
   o Whether to retry all the IP Phones if all IP Phones have already been tried.
   o Whether to screen calls. If set to yes, the person answering will be asked if they wish to accept the call.
   o The music on hold
   o Whether to play the uploaded message. This option is only shown if you have already uploaded a message for this queue.
   o Whether to play the caller's position in the queue.
   o How often to play the message and/or position.
   o The wrap-up time. Destinations will not be tried for this length of time after their last answered call that was delivered via a queue.
   o The destination to route calls to this queue to if none of the destinations answer before the maximum hold time, or maximum calls are reached.
5. Click the "Save" button.
6. Click the "Add a destination" link.
7. Choose the destination.
8. Click the "Save" button.
9. Repeat for other IP Phones that you wish to include in the Queue.
10. Optionally, make a feature code or feature codes pointing to "Log in to all queues", "Log out from all queues", or "Toggle availability in all queues".
11. Optionally, make a number or numbers (or IVR menu destinations) pointing to "Log in to all queues", "Log out from all queues", or "Toggle availability in all queues" to allow external queue destinations to set their availability.

Each destination will only be sent one call at a time.