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.

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.