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A call queue holds callers until an agent can

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answer. In this tutorial, we'll configure a Support queue

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and manage who is available to take its calls.

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In Call Routing, open Queues and choose Add queue.

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Queues require Teams Business.

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Choose an unused number and a clear name. We'll

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use seven hundred for Support. Select the agents who

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should handle these calls. The queue number needs to

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be different from your member extensions and ring-group numbers.

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Next, choose how calls reach the agents. Options include

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ringing everyone, trying agents in order, and rotating between

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them. We'll select Ring one by one, rotating. Choose

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the strategy that matches how your team shares its

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work.

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Set the ring timeout for each attempt, and the

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maximum time a caller can wait in the queue.

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Here, the ring timeout is twenty-five seconds and the

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maximum wait is one hundred and twenty seconds.

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Choose the overflow behaviour for callers who cannot reach

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an agent. We'll use Send to voicemail and enter

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the monitored Support email address. Check the selected agents,

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then choose Create queue.

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The saved row shows the queue number, strategy, maximum

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wait and availability count. Our two selected agents are

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available, and the queue is enabled. Use the edit

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button to change these settings.

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An agent can stay in the queue while being

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temporarily paused. In the edit screen, select the availability

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button beside Jamie, then save the change. The list

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now shows one of our two agents available.

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When Jamie is ready to take queue calls again,

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return to the edit screen, change Paused back to

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Available, and save. Both agents are available again. Before

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routing public calls to the queue, test an answered

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call and a call that reaches the overflow destination.