Sign in to the customer portal and select the intended Hosted PBX. Check its name or billing code before editing; each PBX has separate extensions and call routes.
Add agents and choose distribution
- Create the queue, give it a recognizable name and add the extensions that will answer.
- Choose the offered ringing strategy and agent order. Set ring time, retry delay and any wrap-up time.
- Decide whether agents must log in, how paused or busy agents are treated, and whether external destinations are permitted.
- Choose music or ringing while callers wait. Configure the announcements that callers will hear.
- Set maximum waiting callers and maximum waiting time separately. Complete destinations for no agents, a full queue, timeout and the exit key.
Callbacks and changes
Where callback is offered, set the return-call identity, attempts and destination, and use it only for callers whose request and calling time permit it. Changing a queue affects every number or flow that reaches it.
Verify the difficult cases
Test with one agent, several agents, no agents, a full queue and an unanswered call. Check the exit key and callback separately if enabled. Compare actual distribution with Call history before putting the queue into service.