Queues consist of

• Incoming calls being placed in the queue
• Members that answer the queue (extensions or users that login as agents)
• A strategy for how to handle the queue and divide calls between members
• Music played while waiting in the queue
• Announcements for members and callers

Queues are defined in queues.conf or in dynamic realtime. The latter allow storing queue configuration in a database so that changes are immediately available for new callers without the need for an explicit reload. more ...

 

The Queue window permit to monitor and interact with the queue. The calls can be taken or transfered  even if the user is not an Agent.