✅ 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
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
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
- Email alerts for queue events
- Callback options
- 3CX Talk / web call links
11. Save the Queue
- Click Save to complete setup