How to Configure Call Queues in your 3CX PBX

Process

• Call Queues & Ring Groups
• Overview
• Ring Groups
• Call Queues
• Advanced Options
• Skill-based Routing
• Advanced Queue Options
• Paging
• Intercom

Overview

Viewing call handling options from the 3CX Web client, this feature allows you to manage incoming calls effectively with call queues and ring groups as a team.

Ring Groups route calls simultaneously to multiple phones using virtual extensions.

Call Queues enable calls to be placed in a queue until agents are available to answer them. If all agents are busy, calls remain in the queue until an agent becomes available. The Call Queue feature is available in the Start UP PRO and dedicated instances running PRO and Enterprise editions.

Ring Groups

By default, 3CX Start UP includes a ring group that includes all team members. Calls are forwarded to this ring group, ringing team members one after another. This allows another team member to answer if one is unavailable. In the 3CX PRO edition, you can create your own ring groups.

To edit an existing ring group or create a new one, follow these steps

1. Go to "Admin > Call handling".
2. Click on the existing ring group or click "+ Add ring group" to create a new group.
3. If creating a new group, provide a name, such as "Sales Team".
4. Assign a DID number to directly route calls to the ring group.
5. Specify the action if no one answers the call. By default, the call ends after 60 seconds of ringing.
6. Customize the ring strategy:  Ring all: Simultaneously rings all group members until someone answers or the 60-second timeout is reached, Prioritized hunt: Starts with the top group member and proceeds down the list, prioritizing the first member for each call.
7. Go to the "Users" tab and click "+ Add user" to select desired users or enter their extension numbers.
8. Exclude specific users from the ring group by clicking "X" next to their names.
9. Rearrange the order of ring group members for prioritized hunt if applicable.
10. Use "3CX Talk" to name the link for the ring group and configure pre-call information. Copy the URL for use in email signatures, websites, or digital business cards.
11. Click "Save" to apply the changes.

Call Queues

Call queues offer more advanced functionality compared to ring groups. When you can't immediately answer a call, it places the caller in a queue. Follow these steps to configure a call queue:

1. Go to "Admin > Call handling".
2. Click "+ Add queue" at the top of the screen.
3. Under the "General" tab: Provide a name for the queue, Assign a DID to route calls to this queue, Set the action if no one answers the call, Define the maximum queue wait time before the call follows the designated route if unanswered, Select the polling strategy that suits your requirements.
4. Assign "Users" who will answer the calls by going to the "Users" tab. Add team members in the desired order, as some strategies work from top to bottom.
5. Access the "Options" tab to customize music on hold or upload a greeting.
6. Use the "3CX Talk" feature to name the link for the queue and configure pre-call information. Copy the URL for use in email signatures, websites, or digital business cards.
7. Click "Save" to apply the changes.

Advanced Options

Under the "Advanced" tab, you can find various advanced customization options for 3CX:

• "Allow call back": Allows callers to opt for a callback instead of waiting in the queue. Callbacks can be

Reach Out

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