---
title: Call Queue Configuration
description: How to edit, delete, and create Call Queues.
---

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# Call Queue Configuration

## This guide reviews how to create, edit, and delete Call Queues.

### **Creating a New Queue**

1\) Navigate to the ‘**Call Routes**’ menu, then the ‘**Call Queues**’ sub menu.

 

![call queue menu select](https://help.univoxx.com/hs-fs/hubfs/call%20queue%20menu%20select.png?width=207&height=351&name=call%20queue%20menu%20select.png)

 

2\) Select the ‘**add**’ button.

 

![add new queue](https://help.univoxx.com/hs-fs/hubfs/add%20new%20queue.png?width=524&height=154&name=add%20new%20queue.png)

3\)  Listed below are the various **call queue settings**.

 

![Call Queue settings](https://help.univoxx.com/hs-fs/hubfs/Call%20Queue%20settings.png?width=662&height=165&name=Call%20Queue%20settings.png)

1 - **Name**: This is the identification for the call queue.

 

2 - **Extension Number**: A unique extension number to route and ID the call queue.

 

3 - **Strategy**: This option dictates how calls are routed to agents from the queue.

 

4 - **Description**: More information on what the call queue is used for.

 

5 - **Max Wait W/O Agents**: The amount of time the caller will wait in the queue until the call is forwarded to the timeout destination.

 

6 - **Timeout Destination**: The last resort routing option.

 

7 - **Create/Cancel**: Select ‘Create’ to finish creating the call queue.

 

4\) The final step is to add the agents that will be assigned calls from this queue. Navigate back to the ‘**Call Queue**’ page.

 

5\) Select the ‘add’ button in the ‘**agents**’ section.

 

![add agent](https://help.univoxx.com/hs-fs/hubfs/add%20agent.png?width=488&height=246&name=add%20agent.png)

6\) Listed below are the various options for setting each agent.

 

1 - Select the phone of the **agent**.

 

2 - The higher the **tier**, the higher **priority** that user has in the queue.

 

3 - The higher the **tier** position, the higher **priority** that user has in the tier level.

 

![select agents](https://help.univoxx.com/hs-fs/hubfs/select%20agents.png?width=559&height=214&name=select%20agents.png)

7\) Select the green **save** button to apply the changes.

 

### **Editing/Deleting Call Queues**

1\) Navigate to the ‘**Call Routes**’ menu, then the ‘**Call Queues**’ sub menu.

 

2\) There are two buttons next to each call queue. Select the **edit** button.

 

1 - **Edit**

 

2 - **Delete**

 

![edit delete queue](https://help.univoxx.com/hs-fs/hubfs/edit%20delete%20queue.png?width=593&height=154&name=edit%20delete%20queue.png)

 

3\) All settings for the call queue can be edited here.

 

![edit call queue](https://help.univoxx.com/hs-fs/hubfs/edit%20call%20queue.png?width=622&height=209&name=edit%20call%20queue.png)

 

4\) Select ‘**Update**’ at the end to commit any changes.

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