Call queues

A call queue allows you to place incoming calls into a queue to be answered by any of the extensions defined in your network. You can define various types of queues in addition to monitoring the status of all queues from your dashboard.

When you first reach the call queues page, you'll be presented with a list of call queues in your phone system.

Call queue list

Each queue will show a list of members, and a set of stats showing how many calls that routed through the queue have been completed or abandoned. You'll also see a usage indicator that shows if the call queue has been recently used.

Call group with an Active state have received calls within the last month, Quiet if no calls have been received for at least 1 month, Inactive with no calls in the last 3 months and Unused if no calls have ever reached the call queue.