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Queues distribute calls among eligible people. Contact center must be enabled for the organization. Creating or configuring queues requires module creation or editing permissions.

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Create a queue

  1. Open Queues → New queue and name it.
  2. Choose membership by skills or a fixed agent list.
  3. Select the distribution strategy.
  4. Review maximum wait, ringing timeout and wrap-up time.
  5. Configure fallback when nobody answers and save.
  6. Point a routing rule to the queue and verify a test call.

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Membership and distribution

Assign skills in Agents and skills. They describe human capabilities, not AI tools. Membership alone is insufficient: the softphone must be online and Available to receive queue calls.

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Waiting and fallback

Maximum queue wait and ringing time for each attempt are different. Ringing options are 15, 20, 25, 30, 45 and 60 seconds. Fallback options are hang up, voicemail or an AI agent. For AI fallback, configure an available destination. Wrap-up provides post-call work time before receiving another call.

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Frequently asked questions

Check skills or list eligibility, softphone connection and Available status. Also verify the call reaches that queue.
No. Skills belong to people and determine which queues they can handle.
Check fallback, waiting time and whether eligible people were available.

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See also