A Queue can be used to ‘queue’ your inbound calls, playing hold music to the caller until someone is available to take the call. Each caller into the queue maintains there position in the queue, and the calls are delivered to “members” in the order in which they came into the queue.
A queue can also be configured to play sound file announcements periodically while the caller waits, and can also be configured to announce the position of the call in the queue to the caller periodically.
A queue must contain ‘members’, which is the term used to describe a telephone/extension that is logged into a queue, ready to answer calls. Up to 20 members can be logged into any queue.
Members can be either 4 digit extension numbers (eg. 9002) or can also be 10 digit PSTN numbers (eg 0399999999).
There is no limit on how many inbound calls can be waiting in a queue at any one time. The only limits are defined by the number of lines your SmartPABX supports.
All calls that are being sent into a queue must first be routed through an IVR, and that IVR should use the “GotoQueue” action to send the call to the queue.