Managing Call Queues in the 3CX Admin Console

Call queues help businesses manage incoming calls efficiently by routing them to available agents. This guide explains how to configure call queues, set routing strategies, and customize advanced options.

Create or Modify a Call Queue

1. Access Queue Settings

   • Navigate to Admin > Call Handling in the 3CX Admin Console.
   • To create a new queue: Click + Add Queue at the top.
   • To edit an existing queue: Select the queue from the list and click Edit.

2. Configure Basic Settings

   • Virtual Extension: Assign a unique extension number for the queue.
   • Queue Name: Enter a descriptive name (e.g., “Sales Team”).
   • Department: Select the department for this queue. This determines the office hours the queue follows.
   • Maximum Wait Time: Set how long (in seconds) a call stays in the queue before being redirected (e.g., 300 seconds = 5 minutes).
   • Assigned DID(s): Assign a Direct Inward Dialing (DID) number to route calls directly to the queue.

3. Select a Strategy
   Choose how calls are distributed to agents:

   • Prioritized Hunt: Routes calls to agents in the order listed in the “Users” tab. Ideal for skill-based routing.
   • Ring All: Rings all logged-in agents simultaneously.
   • Hunt Random Start: Randomly selects an agent to distribute calls evenly.
   • Round Robin: Balances call distribution among available agents.
   • Longest Waiting: Sends calls to agents who have been idle the longest.
   • Least Talk Time: Prioritizes agents with the shortest total talk time.
   • Fewest Answered: Routes to agents who have answered the fewest calls.
   • Hunt by Threes Random: Calls 3 random agents at once.
   • Hunt by Threes Prioritized: Calls the first 3 agents in the “Users” list.

   Set a Ring Time (default: 30 seconds) to determine how long agents’ devices ring before moving to the next step.

4. Set Call Handling Destinations
   In the Destinations section, define where calls are routed:

   • During office hours
   • Outside office hours
   • During breaks/holidays

Add Agents to the Queue

1. Go to the Users tab.
2. Click + Add User, then search for extensions or enter them manually.
   • Order matters for strategies like “Prioritized Hunt” or “Hunt by Threes Prioritized.” Arrange agents by dragging and dropping.

Customize Queue Options

1. Greetings and Transcripts (Options Tab):

   • Upload or record a custom greeting.
   • Enable call transcription (optional).

2. Web Call Integration (3CX Talk Tab):

   • Create a web link for customers to call the queue directly:
     • Name the link (e.g., “Contact Sales”).
     • Select customer info to collect (e.g., name, phone number).
     • Copy the link and share it on your website, emails, or social media.

Advanced Queue Settings

From the Advanced tab:

1. Call Back Requests:

   • Let callers request a callback after a configurable wait time. If the agent calls back and the customer doesn’t answer, it’s marked as a failed attempt.

2. Call Recording:

   • Enable recording and set opt-in/opt-out options for callers.

3. Chat Assignment:

   • Choose whether chats are auto-assigned to the first available agent or require manual claiming.

4. Reset Statistics:

   • Schedule daily, weekly, or monthly resets of call metrics (e.g., answered calls, wait times).

Important Notes

• Agent Availability: Agents must be logged into the queue to receive calls.
  • Configure auto-login: Edit the user’s extension > Go to Call Forwarding > Select a status > Enable Log out from queues.
• Test the queue after configuration to ensure proper routing.