1.4 - Call Queues

Now that you learned how to add agent accounts to your manager app you need to tackle the last step: add the agents to a queue so they can accept incoming calls. (In case you are integrating outbound calls only this won't be necessary as you won't use a queue. Of course, in case any of your customers want to call you back, this becomes relevant for you after all.)

Finding and creating queues

Like with agents, you can add as many queues as you want. For instance, if you go back to the first chapter, we theoretically implemented an IVR with three selections: Sales, Support, Tech. For each of these three departments or teams, you could create a separate queue. And this is how you do it:

  • Go to Routing & queuing > Queues
  • Click on the "Add" button in the upper right corner to create a new queue - at the beginning, you just need to add a name and click 'Save'.


Queue selections

After you've added the queue, you need to add a selection so the queue knows who to forward the calls to. Click on the name of the newly created queue to edit it (alternatively, you can also click on the pencil icon on the right). Then, under the Agent Selection rule part, click the Add button. Now you need to define the Trigger and the Selection.


You can select the agents using one of the options:

  • adding the agent's group to the queue
  • agent tags
  • selecting agents by name
  • or any combination (this can get rather complex)

So let's get a bit more concrete:

As you know already, all agents are in the group _all. Therefore, if you want any agent to take incoming calls, you could create a selection based on the group "_all". 

Besides selecting the group, you also have to add a trigger to make it work. For the beginning just select "Always" (you type in the drop-down field to find a particular trigger). This means that this group of agents will receive this call under any conditions.

Queue settings

The last part that you can modify is the settings section. You can open it in the queue editor view by clicking on the x button next to the Queue Settings.


You will find some default settings that can be edited, like wrap-up time for the agents in this queue or dial order. 

If you prefer to follow video instructions, check it here:

Further readings

If you feel like learning more, here are some further articles explaining more advanced selection and queue mechanisms. 

But don't feel pressured. You may dive deeper if you want but there is no need to do so at this point. We'll get to all these more advanced setups soon enough.

For now, you completed section 1 of chapter 2. Congratulations! You now know about Call Flow Modules, Triggers, Agents, the babelConnect app, and Queues.

You are ready for section 2: building your first basic call flow.

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