Queues:
This section will allow you to configure queues for receiving inbound calls. Queues help a small number of users field large volumes of calls. When all agents in a queue are busy, incoming calls for that the queue will be placed on hold until an agent is available to take the call. While on hold the caller can be played custom recordings and menus, as well as estimated hold time and position. Fail over destinations can be set when the queue is over certain configured limits.

1. Login to FreePBX as described here.
2. Click the Setup tab at the top of the page.
3. On the left side of the page click the Queues link under Inbound Call Control.
4. Click the Add Queue button on the right side of the page.
5. Configure the Queue using the following guidelines below.
   
   • Queue Number - Enter a 2 to 5 digit number for this Queue. This number cannot match any extension, or ring group number, it must be a unique number in the system. Calls can be transferred into the Queue using the Queue number for the extension. Queues can be setup as destinations in an IVR Menu, or incoming calls can be directed straight into a Queue in the Inbound Routing menu. Agents will login to this queue by dialing the queue number followed by the * key. Agents will logout of the queue by dialing the queue number followed by **.
   • Queue Name - Enter a descriptive name for this Queue. For example if this a support queue enter the name as "Support".
   • Queue Password - Enter a password for agents logging into this queue. When an agent attempts to login to this queue they will be prompted for this password. Leave this empty for no password.
   • CID Name Prefix - Enter a short prefix for the Caller ID name of the calls in this queue. This enables agents to identify which queue the call is from by viewing the caller ID name on their display. For example, for a sales queue enter "Sales:". If a call came into this queue from John Doe, the caller ID on the agents phone would read "Sales:John Doe".
   • Static Agents - This field is for a list of extensions that will be permanently logged into this queue, list the number one per line. This list can contain both internal extensions and external phone numbers. When adding external phone numbers remember to add any required routing digits. These agents cannot log out of the queue.
   • Agent Announcement - Select a System Recording that will be played to the agent before receiving the call. This is helpful when you have several companies with separate queues, before an agent is connected with the caller the agent could hear "This is a call for XYZ company". The agent then knows how to answer the call.
   • Hold Music Category - Select the Music On Hold Category for this queue.
   • Ringing Tone Instead of MOH: Check this box to set the system to play a ringing tone to the caller instead of Music On Hold.
   • Max Wait Time: Select the maximum time a caller can wait in queue before being sent to the fail over destination. Leave at unlimited to have callers wait indefinitely.
   • Max Callers: Select the maximum number of callers waiting in this queue. Once the limit has been reached incoming calls will go to the fail over destination until the number of calls in queue drops below the limit.
   • Join Empty - Set this to yes to allow calls to enter this queue when no agents are logged in. This setting is null if there are static agents assigned to this queue.
   • Leave When Empty - Set this to yes to send all calls in the queue to the fail over destination if all agents log out. This setting is null if there are static agents assigned to this queue.
   • Ring Strategy - Choose one of the six ring strategies for agents in this queue.
     Ring All: Ring all agents until an agent answers the call.
     Round Robin: Take turns ringing each available agent until one answers the call.
     Least Recent: First ring the agent which was least recently called by this queue.
     Fewest Calls: First ring the agent with the fewest completed calls from this queue.
     Random: Ring agents in random order until one answers the call.
     RRMemory: Take turns ringing each available agent, remembering where we left off on the last ring pass.
   • Agent Timeout - Select the amount of time to ring an agents phone before timeout. If the agent is not a static agent the agent will be logged out of the queue upon timeout.
   • Retry - The number of seconds to wait after a timeout before ringing the agent again.
   • Wrap Up Time - Select the number of seconds to wait before sending an agent another call after the agent completes a call.
   • Call Recording - Select the format in which to record queue calls. Leave set at no, to not record the calls. If you have call recording set on the extension programming, this setting should be no, calls are already set to be recorded.
   • Event When Called - Generates extra manager events, this is for advanced use.
   • Member Status - Generates extra manager events, this is for advanced use.
   • Frequency - Select how often to announce the callers queue position, estimated hold time, and or voice menu to the caller. Leave this at 0 to disable the announcements.
   • Announce Position - Choose whether or not to announce the callers position in the queue. For example a caller in the queue would hear "You are the fifth person in this queue".
   • Announce Hold Time: Choose whether or not to announce the callers estimated hold time. For example a caller would hear "The current hold time for this queue is 6 minutes". If the wait time is less than one minute it will not be announced.
   • Voice Menu - Select an IVR Menu that will be presented to the caller after the position and hold time announcements.
   • Join Announcement - Choose a System Recording that will be played to callers upon enter this queue. For example, create a system recording that says "Please hold, one of our agents will be with you right away!".
   • Fail Over Destination - Choose the destination for calls which have exceeded the maximum wait time or the maximum number of calls in queue.
     
6. Click the Submit button when done.
7. To apply the changes click the red "Apply Changes" Bar in the upper right corner of the page. You may add more inbound routes before clicking "Apply Changes", just be sure to click the "Apply Changes" bar before exiting.