Virtual Extension - Queue Routing Set Up

ACD Queue Routing

If you have purchased the NEWT Automatic Call Distribution solution, a virtual extension needs to be set up for each queue, to route calls to the queue.

From the Main Extension Listing:

1. Select an unused virtual extension and rename it to suit the purpose (such as ACD - Sales Queue). Note that if you need additional virtual extensions, please contact your NEWT provider to have it added.

2. Clicking on the Pencil Edit Icon at the end of the virtual extension, for further set up.

3. In the Call Flow tab, select the Alternative Dial Sequence – "Always Enabled" or “Enabled on (for times and day scheduling)”.

4. If relevant, set the Days and Times of work hours for this queue.

5. Select Call Queue as the first step – and select the ACD queue name from the drop-down menu (this only shows up after the queues have been created on the ACD).

6. Once done, set the Default Dial Sequence at the top of the screen (in orange) to “follow” and tell the calls where to go AFTER HOURS.

   

7. You can now add this virtual extension to the Telephone Number Automated Attendant being used for these incoming calls.

8. Repeat this process for each queue on the ACD.

Basic Single Queue on PBX

Note, there is a Basic Single Queue offering for free on the PBX without ACD. It’s only one default queue per PBX and any user can log in to it via dialing 88008. They must log out at the end of their shift the same way.

There are no configurations available for the queue in this case (default round robin and default music on hold). There is also no enhanced reporting for this basic feature.

1. Select an unused virtual extension and rename it to suit the purpose .

2. Note that if you need additional virtual extensions, please contact your NEWT provider to have it added.

3. Clicking on the Pencil Edit Icon at the end of the virtual extension, for further set up.

4. In the extension call flow tab, first set the Default Dial Sequence to “follow” and tell the calls where to go AFTER HOURS.

5. Then select the Alternative Dial Sequence – “Enabled on”.

6. Set the Days and Times of work hours for this queue.

7. In this case, when you select "Call Queue", there will be no other selection presented for named queues since it's a single default selection only (no ACD).

Click Below for Additional Articles related to Extension Set Up Features:

1. Extension Main Settings

2. Unified Extensions Settings

3. Extension Device Credential Management

4. Text Messaging Set Up

5. Extension Call Flow Handling Set Up

6. Extension Call Group and Routing Set Up

7. Hardware Settings: Grandstream Programmable Keys Set Up

8. Call Recordings