Making a CrazyPBX Call Queue

What is a Call Queue?

A Call Queue holds multiple incoming calls in line based on the order they arrive. It then directs these calls to available agents, similar to a ring group.

How to Set Up a Call Queue

Step 1: Sign In to the Crazytel Customer Portal

1. Go to the Crazytel Customer Portal.
2. Log in with your credentials.
3. Click on CrazyPBX to access the PBX portal.

Step 2: Create a Call Queue

1. In the navigation menu, go to Inbound Features > Call Queues.
2. Click Setup New Queue (top right corner).
3. Enter a unique Queue Number and a Nickname. The Nickname will display in front of the incoming caller ID on the agent's phone (I.E. A Call Queue Nicknamed 'Sales-' will show "Sales-" followed by the caller's phone number).
4. Choose a Ring Strategy.
5. Select the Hold Music for customers waiting in the queue.
6. Set the Agent Ring Out Time and Default Wrap-Up Time.
7. Choose whether to announce the Customer's Position in the Queue.
8. Add the required Call Queue endpoint extensions.
9. Decide if agents can log out of the queue.
10. Click Create Queue.

Step 3: Add the Call Queue to Call Routing

Call Queues are best used as destinations for IVRs, Announcements, or DIDs.

To assign the queue as a destination:

1. Go to the parent feature (e.g., IVR, Announcement, or DID settings).
2. Select the Call Queue as the primary or backup destination.