How to add Call queues in Elastix 5
How to add Call queues in Elastix 5
In this tutorial, we are going to learn more about Elastix 5 and how it supports call queues. A call queue allows the user to route incoming calls to a specific group of phone numbers or the members assigned in the queue. In the queue, the members in the group are rung in order of first to last, and the queue continues. When in hold, the assigned music will play until some member attends the waiting call.
To add call queues in Elastix 5
To add call queues in Elastix 5. Select call queues option from the left side panel of the elastix phone system.
Now click on add option to create a new call queue. After creating a new call queue, configure the general settings for the call queue by entering the name,extension,ring time and select a polling strategy.
Next configure destination if the call is answered or else select the music on hold and select a play intro prompt to keep the caller waiting.
In other options enable the announce queue position to caller and enter the announcement interval. Select the queue language and next configure click to call option.
To complete the configuration select the agents and add the agents to the queue.
Now the configuration is complete with a call queue.
Advanced options
To avail the advanced options, use the 3cx pro edition which contains the call queue option.
Also you can configure the queue e-mail notifications.
Finally click ok to add the new queue to the Elastix.
The Call queues feature is not available for 3CX PBX edition.
Wasn' t it a simple method to create a call queue in Elastix 5? Stay connected to know more about various other aspects of Elastix from our future articles.
Longest Waiting Time – Will forward a call to the agent who has been waiting the longest to take a call.
Least Talk Time – Will forward the call to the agent with the least total talk time.
Fewest Answered – Will forward the call to the agent that has answered the least number of calls.
Hunt by threes prioritized – Will forward the call to the top 3 agents (as configured in the call queue agent section simultaneously).
Hunt by threes random start – Will send call to 3 random agents simultaneously.
Round Robin – Will target only active agents, that are logged into the queue, in round robin manner, i.e. first call will be sent to agent 1, the second call to agent 2 and so on
The new addition provides the ability to operate queues as priority queues in addition to the current FIFO mode. This gives the ability to queue a call not at the end of the queue but anywhere in the queue, according to the call’s priority.
Now you can have just one queue servicing all the calls (more important and less important) with the right order.