A call queue is particularly effective for business functions like sales or technical support. This can be a good option if you only require 1 queue and your call volume to staff ratio is, at times, higher. The queue will allow the call to hold “in queue” and wait for an agent to pick up the call. One Basic Call Queue is included in the PBX feature set and is a simple build with pre-loaded music on hold, while a caller waits for an agent to answer.

You will use a Virtual Extension and point the TN or automated attendant menu (keypress option) to it. Your NEWT PBX will come preconfigured with 5 Virtual Extensions that may be used for such purposes.

1. Navigate to the main Extensions screen. Select an available (unused) Virtual Extension and click on the name field to rename it (i.e.: Sales Queue or Support Queue etc...)

2. Select the pencil icon to open the details screen to configure the extension.

3. Navigate to the Call Flow tab. Set the Default Dial Sequence to Call Queue and select the termination (if no one answers the call) then: (Follow Ext # - Reception as an example). Caution: The next step in the call sequence is only invoked if no users are logged in.

   If you are using the Queue function, ensure your Queue “Agents” understand the importance of logging in and out using dial code 88008.

   

4. If you want a more complex call flow with time-of-day scheduling, select the Alternate Dial Sequence –“Enabled on”. 

5. Always ensure you save your changes! Then click on Update from the main screen to publish.

   

You can now add the virtual extension to your Telephone Number Call Flow .