Choose the ringing strategy
Open Queues from Manage queues in Voice Agent Studio. Select an existing queue or use New queue to begin.
Give the queue a recognizable name and review Strategy. The current options are Ring all, Round robin, Least recent, Fewest calls, Random and Linear. Read the strategy description in the portal when selecting it.
Ring all rings agents together. Review the separate Agent availability while ringing setting to decide whether agents already in calls are included.
Define the caller’s waiting experience
- Ring timeout
- How long each ringing round lasts.
- Retry delay
- The pause between recall rounds when nobody answers.
- Recall rounds
- Choose unlimited recall or a custom number of rounds.
- Max wait
- The portal describes 0 as keeping the caller waiting until someone answers.
- Max callers
- Choose unlimited waiting callers or a custom limit.
Review unlimited waiting deliberately
Unlimited recall keeps retrying even when no agent is online. Decide how your team will handle periods with nobody available before routing customer calls to the queue.
Review audio and wrap-up
Set the queue’s wrap-up time and review the service-level field for your reporting setup. For waiting audio, choose the default music class or the upload option shown in the portal.
Check that the chosen audio and waiting behavior suit the service callers expect. Save the queue settings when your review is complete.
Add the intended SIP lines
The Agents area adds SIP lines as queue members. Select the correct identity, set its priority and add it. The interface describes lower values as earlier priority, with 0 highest.
Review each member’s active or paused state. Confirm the person’s device uses the same SIP identity and is available for calls; adding a name to a queue does not configure their phone.
Connect and check the incoming path
In Phone Numbers, configure an active number to use the intended queue destination. Queue configuration and phone-number routing are separate steps.
Arrange a controlled incoming test once the team is ready. Check ringing, audio, unanswered behavior and what happens when members are unavailable. For a problem, record the time, timezone and Call ID.