CrazyPBX - Making a Call Queue

Call Queues operate similar to Ring Groups, but are distinctly different in the following ways:

| Situation | Call Queue | Ring Group |

|----|----|----|

| No members are available | Calls are held in a First In First Out queue | Call is routed to the Timeout destination immediately |

| Call goes unanswered | Calls can be sent to Timeout destination, or stay in queue | Call is always sent to Timeout Destination |

| Music/Sounds | Callers can hear custom hold music while waiting, and a custom ringback tone when a member is being called | Callers hear the default ringback tone until the call is answered |

| Member activities | Members can sign out of the Queue, but receive calls from elsewhere (IE, internal calls/direct line) | Members cannot sign out of the queue unless DND is activated. This stops internal calls and direct line calls too. |

| Call Forwarding | Call Queues cannot call forward | Ring Groups can call forward to external numbers |

| Caller ID Prefix | Call Queues can share caller ID Prefixes | Ring Groups can share caller ID Prefixes |

| Caller ID Suffix | Call Queues can share caller ID Suffixes | Ring Groups cannot share caller ID Suffixes |

| Join Announcement | Call Queues can play an announcement to the caller when they enter the queue | Ring Groups only play the default ringback tone when a caller reaches the Ring Group |

| Call Back Digit | Call Queues can return calls when the caller reaches the front of the queue | Ring Groups cannot perform callbacks. The caller must remain on the line until the call is answered |

⚠️ This guide covers CrazyPBX Call Queues -- there is NO SIP Trunk version of Call Queues. If you are using SIP Trunks -- how did you get here?

Creating a CrazyPBX Call Queue

1. Sign in to your Crazytel Customer Portal account and click CrazyPBX

1. Click Inbound Features, then Call Queues

1. Click Setup New Queue on the top-right

1. Enter the following required fields under Basic:

a. Queue Number: This is the CrazyPBX internal identifier for this Queue

b. Nickname: This is the human readable name for this Queue

c. Ring Strategy: How the Queue decides which member(s) to call:

• Ring All Available: Rings all agents not marked as DND, or not currently in a call
• **Ring All,