CT Cloud Voice: 3CX - Queue changes
GOAL:
Provide instruction on adjusting a Call Queue in 3CX
RESOLUTION/STEPS:
- Log into the 3CX server for the client; the link will be found in the client's record under Special Handling Notes
- Open Call Queues on the left side menu
- Open the queue to which you need to make changes
The following the tabs and information can be changed in them:- The General Tab allows you to adjust the following:
- Name
- Extension (this is automatically created when the queue is created and can only be adjusted prior to saving the queue the first time).
- Polling Strategy
- Ring Time
- Add a DID to receive calls directly to this extension
- No answer destination
- Hold Music
- Intro Prompt
- Announce Queue position to caller
- The Agents tab allows you to add and remove agents from the queue
- Advanced (PRO) Tab allows:
- Enable Callback
- Wrap-up Time
- Maximum Callers in Queue
- SLA Time
- Queue Recording
- Schedule Queue Statistics Reset
- Notifications tab allows you to add a Queue Manager and what notifications to send to those managers which include:
- Notify Queue manager via email when SLA time has been Breached
- Notify Queue Manager when a Callback is made
- Notify Queue manager when a Callback fails
- Notify Queue Manager when a Queue call is lost
- The General Tab allows you to adjust the following: