3CX Queues — Complete Configuration
Queues let you distribute incoming calls among several agents according to configurable strategies.
Creating a queue
- 3CX Console → Queues → Add
- Set the queue extension number (e.g., 800)
- Add the agents (extensions) who are members of the queue
- Choose the distribution strategy
- Configure the hold music and messages
Distribution strategies
| Strategy | Behavior | Recommended use |
|---|---|---|
| Round Robin | Fair circular distribution among all agents | Equal-sized teams |
| Ring All | All agents ring simultaneously | Small teams (< 5 agents) |
| Hunt by Threes | Rings 3 agents at a time, then the next 3 | Large teams |
| Priority | Priority agent first, next one if busy | Expert agent + backup |
| Skills Based | Distribution based on declared skills | Multilingual support |
Timeout and overflow configuration
Key settings: - Agent ring timeout: 15-20 seconds - Maximum wait time: 120-300 seconds - SLA wait threshold: 20 seconds (standard) Actions when exceeded: → Redirect to your voicemail → Transfer to another queue/extension → Send a reminder SMS (with the WebTic SMS module) → Hang up with an automatic callback message
Messages and hold music
- Hold music: MP3/WAV files uploaded in Settings → Music on Hold
- Position message: "You are the 3rd caller, estimated wait time: 5 minutes"
- Periodic messages: Every 60s — "Thank you for holding, an agent will take your call"
- Callback: The "Automatic callback" option saves customers from waiting
SLA and reports
In the 3CX Dashboard → Reports → Queues:
- Answer rate within SLA (target: > 80% of calls answered in under 20s)
- Average wait time per period
- Abandoned calls and reason (timeout, hang-up)
- Individual agent performance
Agent mode (presence)
Agents manage their availability from the 3CX app:
- Available: Receives calls from the queue
- Break: Temporarily excluded from distribution
- Wrap-up: Configured delay between calls (e.g., 30s to process the record)
