✅ 3CX – Queue Setup (Step‑by‑Step)

1. Log into the Admin Console

• Open your 3CX Admin Console
• Enter your admin credentials

2. Go to Call Handling

• Navigate to:
  Admin → Call Handling

3. Add a New Queue

• Click “+ Add Queue”

4. Configure Basic Queue Settings

Fill in the core details:

• Queue Name → (e.g. Sales, Support)
• Extension Number → unique number for the queue
• Department → controls office hours
• Max Queue Wait Time → how long callers wait before redirect
• Assigned DID (optional) → direct number for the queue

5. Choose Call Distribution Method (Polling Strategy)

Select how calls are routed to agents:

• Ring All → rings all agents at once
• Prioritized Hunt → rings agents in order
• Round Robin / Random / Least Talk Time → distributes workload evenly

6. Set Ring Time

• Define how long each agent’s phone rings before moving on
• Typical default: 30 seconds

7. Configure Queue Options (Optional but Recommended)

In the Options/Audio settings:

• Music on Hold
• Intro/Welcome Prompt
• Queue position announcements

8. Add Agents to the Queue

• Go to the Users (Agents) tab
• Click + Add User
• Select the extensions to include
• Reorder agents if required

9. Configure Call Routing (If Not Answered)

• Set destination if queue is not answered:
  • Voicemail
  • Another extension
  • End call
• Configure behaviour for:
  • Office hours
  • Outside hours / holidays

10. (Optional) Enable Notifications & Extras

• Email alerts for queue events
• Callback options
• 3CX Talk / web call links

11. Save the Queue

• Click Save to complete setup