What Is a Call Queue?
A call queue places incoming callers in a virtual waiting line. While they wait, they hear hold music and optional announcements ("You are caller number 2…"). When an agent becomes available, the next caller in line is connected. Unlike a ring group, callers are not simply dropped if all agents are busy — they wait.
Call queues are available on 3CX Standard plans and above. Contact DVGVoIP to confirm your plan includes call queues, or to have a queue configured on your behalf.
Creating a Call Queue
- Log into the 3CX Admin Console in your web browser.
- Go to Admin › Call Queues › Add Queue.
- Enter a Name for the queue (e.g., "Support Queue" or "Sales Line").
- Assign an Extension Number not in use by any other extension or group (e.g., 600).
- Add Agents — the extensions that will receive calls from this queue.
- Select a Polling Strategy (see below).
- Configure hold music, announcements, and overflow settings.
- Click Save.
Polling Strategies
The polling strategy determines how incoming calls are distributed to available agents:
| Strategy | How It Works |
|---|---|
| Ring All | All logged-in agents ring simultaneously — first to answer gets the call |
| Round Robin | Calls rotate through agents in order — each agent gets an equal share |
| Hunt | Rings agents sequentially — first available agent in the list gets the call |
| Longest Idle | Rings the agent who has been free the longest since their last call |
| Least Calls | Rings the agent who has received the fewest calls during the current period |
Music on Hold
Upload a custom audio file for callers to hear while waiting. Requirements:
- File format: .wav, 8kHz, mono, PCM encoding.
- In the queue editor, find the Music on Hold field and upload your file.
- If no file is uploaded, 3CX plays the default system hold music.
DVGVoIP can upload a custom hold music file for you on request — email support@dvgvoip.com with your audio file.
Queue Announcements
3CX can automatically tell callers their position in the queue and the estimated wait time. These are configured in the queue settings under Announce Position and Announce Wait Time. Enable these to reduce hang-ups on busy lines.
Agent Login and Logout
Agents can log in and out of a queue so they only receive calls when they're ready. There are two ways to do this:
- Star code: Dial
*[queue extension]from your desk phone to toggle your login status. Confirm the exact code with your administrator, as it may vary by configuration. - Web/Desktop client: In the 3CX app, look for the Queue Login button in the status area. Click it to log in or out.
If all agents are logged out and a call arrives, the queue's overflow destination handles the call (voicemail or another extension).
Wrap-Up Time
Wrap-up time gives agents a short break after each call before the queue can assign them another one. This allows time to complete notes or follow-up actions. Set it in seconds under the Wrap Up Time field in the queue editor. A common value is 15–30 seconds.
Max Wait Time and Max Callers
Prevent callers from waiting too long or queues from growing too large:
- Max Wait Time: If a caller has waited longer than this limit, they are sent to the overflow destination (voicemail, IVR, or external number).
- Max Callers in Queue: If the queue already has this many callers waiting, new callers are immediately sent to the overflow destination rather than being added to the line.
Supervisor Monitoring
If you have 3CX Pro or Enterprise, supervisors can monitor live queue activity from the Switchboard view in the web client. From there a supervisor can:
- See all calls currently in queue and their wait times.
- Listen in silently on a live call without the agent or caller knowing.
- Whisper to the agent only (the caller cannot hear).
- Barge in to join the call as a three-way conversation.
Need Help?
Open a support ticket by emailing support@dvgvoip.com before calling — this helps us resolve your issue faster. Or call (807) 700-7111.