Queues Management

A queue of agents is another option that can be used instead of configuring inbound calls to reach a specific agent or a group of agents. If you have configured an IVR with a queue, the call will be directed to all the agents in the queue until one of them picks up.

You can access this functionality in Settings > Inbound Configurations > Queues Management.

To use a queue, it is necessary to create a queue (give it a name and assign users to it) and then add the queue to an existing or new IVR.