Object: Queue#

The Queue object causes incoming calls to be placed in a queue before those calls are passed on to queue members (destinations). This allows a large number of calls to be handled, such as in a call center. The Queue object includes a ring strategy that is used to define how the calls are divided between queue destinations. Music or other messages may be played to callers while they are waiting in the queue, and ringback tones are supported, allowing audio clips to be played to callers before their call is answered.

Queue Object

Fig. 1. Queue Object#

The Queue object includes multiple destinations to which calls are forwarded as per the selected ring strategy, and these destinations are added to the Queue object as “contacts”. The only cable exiting the Queue object is for a “queue timeout”, defining the call path if the queue wait time exceeds the maximum configured value.

In the figure below, incoming calls are forwarded to the Queue object, which includes two queue destinations. If a call is not answered within the configured queue timeout, then that call is sent to the “Queue Timeout” Voicemail object.

Queue Object Usage

Fig. 2. Queue Object Usage#


Queue Configuration#

The information to be entered for this object is:

  • The name of the Queue object.

  • The ring strategy to be used for this queue. The options for the ring strategy are as follows:

    • Round robin – The queue remembers the last destination it attempted to contact. The next call starts with the following destination and continues forward through the queue.

      For example, if Call A attempts destinations 1, 2, and 3 before terminating, Call B starts with destination 4 and continues through the remaining destinations until the end of the queue is reached.

    • Ring all – When a call enters a queue configured with two or more destinations, all available destinations are called simultaneously for the configured Queue Destination Timeout.

      Note

      By default, up to 10 queue destinations per customer account can ring simultaneously. If more queue destinations are available, only the number allowed by the account’s simultaneous ringing limit can be processed at once.

      If none of the destinations answers, the queue behavior depends on the SIP response received:

      • 480 – Temporarily Unavailable

      • 486 – Busy Here

      • 487 – Request Terminated

      These responses are treated as temporary conditions, so the affected destinations may be attempted again while the call remains in the same queue. If none of the destinations returns one of these responses, the call skips to the next object connected to the queue.

    • Random – Randomly rings a single queue member.

  • Queue timeout defines the maximum time that an unanswered call can remain in the queue. When this time expires, the call is forwarded to the connected object. Valid values range from 00:05 (five seconds) to 15:00 (fifteen minutes). If no call path is connected to the queue timeout, the call is terminated when the timeout expires.

Creating Queue Objects

Fig. 3. Creating Queue Objects#


Users Tab#

The Users tab is used to define the members or destinations of the queue. Each queue destination consists of a user and an associated contact method, which must be pre-configured using the Contact Methods tab.

Selecting Add queue destination allows the user to add a queue destination from a drop-down menu of pre-configured contacts and their associated contact methods. If you do not have any contacts, you can create them in the Contact Methods tab.

Queue Destination Timeout defines how long each destination rings before the queue moves on. It applies to all three ring strategies and is separate from the object-level Queue timeout, which limits the call’s total time in the queue rather than a single ringing attempt. Valid values range from 0 to 60 seconds.

Important

Many softphones respond with SIP 408 Request Timeout when a call rings for the full 60 seconds, following SIP/RFC timeout handling implemented by those clients. Set the Queue Destination Timeout to 55 seconds or less to avoid reaching this limitation.

Users Tab

Fig. 4. Users Tab#


Media Tab#

The Media tab is used to set both “music-on-hold” and “ringback tone” playlists. This allows pre-recorded music, messages, commercials or any other audio clips to be played to callers before their call is answered (ringback tone), or while an active call is put on hold (music-on-hold).

An audio message that is played to the caller can be uploaded from a local drive (in .mp3, .wav, .flac, or .ogg format), recorded directly, or selected from files or playlists previously uploaded to the Audio Files menu.

Media Tab

Fig. 5. Media Tab#


CLI Rules Tab#

The CLI Rules tab is used to override the Source Caller Name. This functionality allows flexible Caller Name configurations and may be used to differentiate SIP calls received from phone.systems™. CLI Rules will help you to identify from which Queue object the call is coming from.

Some CLI Rule examples:

1. Changing Caller Name to Custom text:

  • SRC Name Rewrite Rule: ^(.*)$

  • SRC Name Rewrite Result: Custom text

2. Add Custom text before the original Caller Name:

  • SRC Name Rewrite Rule: ^(.*)$

  • SRC Name Rewrite Result: Custom text \1

CLI Rules Tab

Fig. 6. CLI Rules Tab#


Adding Multiple Destinations#

Selecting Add queue destination allows the user to add a multiple ring destination from a drop-down menu of pre-configured contacts and their associated contact methods.

Adding Multiple Destinations

Fig. 7. Adding Multiple Destinations#


Remove Destinations#

To remove destinations from a queue, follow these steps:

  1. Edit the queue object by clicking the gear icon.

  2. Open the Users tab.

  3. Find the destination you want to remove from your queue.

  4. Click the x button to the right of the destination to remove it from your queue.

  5. Click Save to apply the changes.

Removing a destination from a queue

Fig. 8. Removing a destination from a queue#