Overview 

Call Queues are used to distribute incoming calls between agents, as shown in the below image.

This article provides the required steps to configure these Call Queues in Kerio Operator.

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Process

1. In Kerio Operator's administration interface, navigate to Configuration > Call Queues.

   

2. Click Add to open the Add Call Queue window. On the General tab, enter the new queue extension number.

3. Choose the Queue Strategy as per your needs. Refer to Queue Strategy in Kerio Control for more information.

   

4. Click the Agents tab.

5. If you want your agents to log in dynamically, enter a login and logout code, e.g., 12345 as login (in the Agents log in by dialing field), and 54321 as log out (in the Agents log out by dialing). The calls will only go to agents logged in the queue. If you want to assign specific agents permanently to the queue, click Add to choose their extensions.

   
   Note: Both methods can be combined. One queue may have agents who are assigned permanently and agents who log in dynamically.

6. Click the Announcements tab. An announcement is a pre-recorded message that callers hear while waiting in a call queue.

   

7. You can import pre-recorded announcements into Kerio Operator or record them by navigating to Configuration > PBX Services > Record audio.

   

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