How do I set up a queue for the helpdesk?
Queue distributes calls across agents with rules: ringall, longest-idle or skill-based.
Try this first
- 1Pick strategy: ringall (everyone rings) or longest-idle (fairer)
- 2Hold music + position announcement every 30 sec
- 3Max wait time 3 minutes, then voicemail or overflow
- 4SLA tracking: how many answered within 30 sec
When to bring us in
Agents not picking up? Auto-logout after 2 missed calls prevents stale availability.
See also
- Voys, BelXS or RoutIT, which cloud PBX fits?Three popular NL platforms, differences are admin UI, partner model and per-user price.
- Teams Phone: Calling Plan, Direct Routing or Operator Connect?Three ways to connect PSTN to Teams, cost and management differ a lot.
- 3CX: self-host on VPS or take 3CX cloud?Self-host saves licence, but you own SBC, backup and updates.
None of the above fits?
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