IVR, ring groups and queues

Build menus for callers, ring teams together, and queue callers for agents.

IVR / auto-attendant

An IVR answers the call and plays options, like "Press 1 for Sales, 2 for Support".

  1. Go to PBX → Inbound Routing → IVR / Auto-Attendant and add an IVR menu.
  2. Enter a Menu Name and a Virtual Extension Number (the internal number for this menu, e.g. 825).
  3. Enter the Greeting — type the text and it will be spoken to callers.
  4. Add an option for each key and choose where it sends the caller.
  5. Route a phone number to the IVR (PBX → DID Numbers).
An IVR menu with a greeting and keypad options pointing at queues and a ring group
An IVR menu: a greeting, and where each key sends the caller.

Ring groups

A ring group rings several extensions from one number.

FieldMeaning
NameA label, e.g. Sales team.
Virtual Extension NumberThe internal number that rings the group.
Ring StrategyRing All rings every member at once. Prioritized Hunt rings members one after another in priority order.
Ring Timeout (sec)How long to ring before giving up.
Destination if No AnswerWhere the call goes if nobody picks up.

Call queues

A queue holds callers until an agent is free, and tracks how long they waited. Add a queue under PBX → Inbound Routing → Call Queues, add the agents' extensions, then route a number to it.

Watch queues live in Analytics → Queue Wallboard.

The Call Queues page showing queue name, extension, ring strategy and assigned agents
Queues, their ring strategy and the agents in them.