Purpose and location
Distribute callers to agents with live presence, tiers and overflow behavior.
Open Call management → Queues & Agents. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Write down the current source and destination path before editing it. Keep a registered test extension, a rollback destination and Calls & Reports open for validation.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Create the queue and music-on-hold policy.
- Add agents and order tiers.
- Configure wait, no-answer, wrap-up and overflow.
- Test available, on-break, logged-out and busy agents.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Strategy
- Agent distribution algorithm.
- Agents/tiers
- Membership, level and position.
- Max wait
- Caller wait ceiling before overflow.
- Wrap-up
- Post-call interval before another offer.
- Music on hold
- Tenant media source played while waiting.
- Overflow
- Endpoint used when the queue cannot answer.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Test an available, busy, on-break and logged-out agent.
- Confirm music on hold, announcements, maximum wait and overflow behavior.
- Verify accepted, abandoned and overflowed calls appear once in reporting.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- A queue without an overflow destination can strand callers.
- Presence and DND are separate controls; document which one agents should use.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.