Queues allow more callers than available destinations. Callers hear music on hold until a destination is free to take their call.

To add a new queue

  1. Log in to the Enswitch web interface.
  2. If you wish to record calls to this queue, make a record group.
  3. Go to Features » Queues.
  4. Click the "New" button.
  5. Enter the following:
    • A name for the queue.
    • Optionally a description.
    • The owner. This person may edit the queue even if they are not an administrator.
    • The priority for the queue. Calls on high priority queues get delivered first. Calls on queues of the same priority are delivered on a first come, first serve basis.
    • What order to try queue destinations.
    • Which destination or destinations to call within each priority.
    • How long to ring each destination for. If a destination does not answer, the call is returned to the queue and other destinations tried.
    • Whether to retry all the destinations if all destinations have already been tried.
    • Whether to screen calls. If set to yes, the destination will be asked if they wish to accept the call.
    • The record group if you have any.
    • The music on hold if you have any.
    • Whether to play the uploaded message. This option is only shown if you have already uploaded a message for this queue.
    • Whether to play the caller's position in the queue.
    • How often to play the message and/or position.
    • The wrap-up time. Destinations will not be tried for this length of time after their last answered call that was delivered via a queue.
    • The maximum number of queued calls. If additional calls enter the queue, they will sent immediately to the maximum calls or maximum hold time destination.
    • How long to hold for before giving up.
    • Whether to exit if no destinations are logged in when the call enters the queue.
    • The destination to route calls to this queue to if none of the destinations answer before the maximum hold time, or maximum calls are reached.
  6. Click the "Save" button.
  7. Click the "Add a destination" link.
  8. Choose the destination.
  9. Click the "Save" button.
  10. Repeat for other destinations as desired.
  11. Optionally, make a feature code or feature codes pointing to "Log in to all queues", "Log out from all queues", or "Toggle availability in all queues".
  12. Optionally, make a number or numbers (or IVR menu destinations) pointing to "Log in to all queues", "Log out from all queues", or "Toggle availability in all queues" to allow external queue destinations to set their availability.

Each destination will only be sent one call at a time.