Queues.md - edlentz/Nimbus GitHub Wiki

🎯 What Is a Queue?

A Queue acts like a virtual "waiting room" for callers. It distributes incoming calls to a group of agents (extensions), using rules such as ring order, agent availability, or caller priority.

🧱 Typical Use Case

  • A customer calls your business.

  • Call is routed to the Sales Queue.

  • If no agent is available, the caller hears hold music or position announcements.

  • When an agent becomes available, the call is sent to them.

πŸ› οΈ How to Create a Queue in FreePBX (Step-by-Step)

  1. Navigate to: Applications β†’ Queues

  2. Click β€œAdd Queue”

πŸ“‹ Key Queue Settings Explained

πŸ”Ή General Queue Settings

Setting | Description -- | -- Queue Number | Internal extension number (e.g., 6001) β€” used for dial-in or routing. Queue Name | Descriptive name (e.g., SupportQueue). Queue Password | Optional β€” requires agents to enter a PIN to join the queue. CID Name Prefix | Adds prefix to caller ID (e.g., [Support] John Doe). Static Agents | List of permanent agent extensions (e.g., 1001, 1002). Dynamic Members | Agents who log in/out using feature codes (e.g., *45).

πŸ§‘β€πŸ’Ό Agent Login/Logout (Dynamic Agents)

Use feature codes:

  • *45 – Log in/out of the queue (toggle)

  • *46 – Pause/unpause agent

  • *47 – Agent callback login

Agents can also log in using the Queue Agent Panel (Q-Xact) if installed.

πŸ” Best Practices

  • Use ring strategies that balance load (e.g., leastrecent, fewestcalls).

  • Set a reasonable wrap-up time to avoid agent burnout.

  • Use periodic announcements and hold music to improve caller experience.

  • Monitor with Reports β†’ Queue Reports for stats.

  • Combine with Time Conditions to route calls to different queues during hours.

πŸ§ͺ Example Scenario

Goal: Build a Support Queue with 3 agents and ring all of them at once.

  1. Go to Applications β†’ Queues β†’ Add Queue.

  2. Set:

    • Queue Number: 6000

    • Queue Name: Support

    • Ring Strategy: ringall

    • Static Agents: 1001, 1002, 1003

    • Max Wait Time: 300

  3. Optional:

    • Music on Hold: Support-Music

    • Periodic Announce: β€œPlease stay on the line…”

  4. Set Failover: Voicemail or IVR

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