Create a Call Queue in 3CX

Overview

This article outlines how to create and configure a Call Queue in 3CX.
A Call Queue enables callers to wait in line while agents handle other calls, improving efficiency and managing inbound traffic.

Procedure

Step 1: Access the 3CX Management Console

1. Log in to your 3CX Management Console using admin credentials.

2. Go to Call Queues in the left-hand menu.

Step 2: Add a New Call Queue

1. Click + Add Queue.

2. Enter a Name (e.g., Support Queue).

3. Assign a Queue Extension Number (e.g., 8000–8999).

4. (Optional) Add a Description for internal reference.

Step 3: Add Queue Members

1. Under Agents, select the extensions or users who will receive queue calls.

2. Arrange agent priority order if needed.

Step 4: Configure Queue Strategy

Select the Routing Strategy under Call Distribution:

• Ring All: Rings all agents simultaneously.

• Longest Waiting: Sends calls to the agent idle longest.

• Least Talk Time: Routes to agent with least talk time today.

• Fewest Answered: Sends to agent who has answered the fewest calls.

• Random: Assigns calls randomly.

Step 5: Configure Call Handling

Set key options under Queue Options:

• Maximum Queue Wait Time

• Wrap-Up Time between calls

• Music on Hold

• Call Recording (Optional)

• Destination if no answer (e.g., voicemail, another queue, or extension)

Step 6: Save and Test

1. Click OK or Apply to save settings.

2. Place a test call to confirm queue operation and agent ringing order.

Verification

• Ensure queue calls are routed properly.

• Check hold music and timeouts.

• Verify call reporting under the 3CX Dashboard.