UC Call Queues
Creates a native NetSapiens call queue in the Xima UCaaS Admin Portal, with its own routing method, pre-queue, and in-queue behavior.
A UC Call Queue is a queuing and distribution construct native to the NetSapiens platform, configured entirely within the Xima UCaaS Admin Portal.
Not the Same as a CCaaS SkillA UC Call Queue is separate from a CCaaS skill. Calls intended for Contact Center agents and reporting are generally routed into a skill using the Caller ID Prefix method described in UC Inventory or UC Auto Attendants, rather than pointed at a UC Call Queue.
Accessing Call Queues
- Select
Call Queuesfrom the top of the Xima UCaaS Admin Portal - Existing queues are listed with their
Name,Extension,Department,Site,Type, and liveCallers in QueueandAgents (Available)counts
Creating a Call Queue
Selecting Add Call Queue opens the Add a Call Queue form, starting on its Basic tab:
| Field | Description |
|---|---|
| Name | A descriptive name for the queue |
| Extension | An unused extension for the queue. Fixed once the queue is created and cannot be changed afterward. |
| Department | The department the queue belongs to |
| Site | The queue's physical location |
| Type | The routing method used to distribute calls to agents — see below |
Type
| Type | Description |
|---|---|
| Round-Robin (longest idle) | Distributes calls to the agent who has been idle the longest |
| Tiered Round-Robin | Distributes calls round-robin within a tier, escalating to the next tier as needed |
| Ring All | Rings every available agent at once |
| Linear Hunt | Rings agents in a fixed order, one at a time |
| Linear Cascade | Rings agents in a fixed order, adding each next agent into the ring rather than replacing the previous one |
| Call Park | Parks a call in a slot for pickup from another extension, rather than distributing it to an agent |
Additional DetailHovering over the
iicon next to eachTypeoption in the Xima UCaaS Admin Portal explains its specific behavior in more depth than summarized here.
Selecting a routing Type reveals the rest of the Basic tab, along with three additional tabs — Pre Queue Options, In Queue Options, and SMS:
| Field | Description |
|---|---|
| Phone Number | Optional. Selected from the domain's available numbers to call the queue directly |
| Record Calls | Whether calls to this queue are recorded; defaults to No |
| Statistics | Enables reporting on this queue; defaults to Yes |
| Message to Agent | Configured after the queue is first created — not editable from this form |
Adding Agents to a Call Queue
- Select
Call Queuesfrom the top of the Xima UCaaS Admin Portal, thenEdit Agentsfor the queue - Search for the agent by extension and select the
Agent Phonedevice to add
Multiple Devices per AgentAn agent can have more than one device configured, and more than one of an agent's devices can be added to the same queue. Each selected device is included in the queue's routing.
Calls route to an agent's added devices the same way the queue's Type routes calls between different agents — for example, Ring All rings every selected device at once, while Round-Robin (longest idle) rotates between them one at a time.
Pre Queue Options
Options for before the caller is put in queue:
| Field | Description |
|---|---|
| Require Agents | Whether the queue accepts calls only when at least one agent is present; defaults to No |
| Queue Audio | The audio played while a caller waits; defaults to Music on Hold — see UC Music On Hold |
| Require Intro MOH | Whether the intro hold audio must play in full before the queue attempts any agent — useful for a required legal or compliance notice; defaults to No |
| Max Expected Wait (sec) | A slider ranging from Unlimited up to 1000 seconds |
| Max Queue Length | A slider ranging from Unlimited up to 99 callers |
| Allow Callback Option | Prompts the caller for a callback instead of waiting; defaults to No, since Xima CCaaS is the recommended path for queued callback calls |
| Forward if Unavailable | An extension, number, or phone to send the call to if nothing is available in the pre-queue — uses the queue's default Time Frame |
In Queue Options
Options for while callers are queued and being routed to agents:
| Field | Description |
|---|---|
| Queue Ring Timeout (sec) | A slider ranging from 5 seconds up to Unlimited |
| Agent Ring Timeout (sec) | A slider ranging from 5 to 90 seconds |
| Logout Agent on Missed Call | Defaults to No |
| Enable Voicemail | Defaults to Yes |
| If Unanswered | Defaults to Stay in Queue, which prompts the caller for a callback or voicemail if either is enabled |
Additional DetailHovering over the
iicon next to each field in the Xima UCaaS Admin Portal explains additional available options beyond what's summarized here.
SMS Options
A Call Queue can also be enabled for SMS — see UC SMS/MMS Queues.
Updated about 3 hours ago