Setting up a queue for ACD
The difference between a queue and a ring group is that queues are more dynamic. Queues are intended to offer call center capabilities to our users. In queues, we do not only have a group of extensions just answering calls. We can enable agents to log in to any extension to start receiving calls; we can also have callers waiting to be attended to by agents or extensions. We can play hear a recording, informing them of the time they may have to wait in order to be attended to. For making the best of this module, it is very important to understand the options and parameters.
How to do it…
To set up a queue, we must follow the steps described as follows:
- Create a queue in the PBX | Queues menu.
- Set a description for this queue. ...
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