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.
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.
Set the Ring Strategy.
Enter the extensions or agents that will be used in this queue.
We may leave the rest of the options at their default values. These options and their values will be shown in the next section.