Create a queue

Documentation Index

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A call queue is a waiting line for callers. When someone calls and all your agents are busy, the caller hears hold music and waits until an agent becomes available. Queues are essential for support teams, sales teams, and any group that handles incoming calls.

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Create a new queue

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Queue strategies

The strategy determines how Astradial picks which agent to ring:

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Edit queue settings

Click the three-dot menu on any queue and select Edit to open the full settings dialog:

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Basic settings

• Name and Extension — Change the queue’s identity
• Strategy — Change how calls are distributed
• Ring Timeout — How many seconds to ring agents before giving up (default: 15)
• Max Wait — Maximum seconds a caller will wait in the queue (default: 45)
• Status — Active, Inactive, or Paused

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Timeout routing

When no agent answers within the timeout, you can route the call somewhere else:

• Extension — Send to a specific person’s extension
• Queue — Send to another queue
• Phone Number — Forward to an external number

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Music on hold

Choose what callers hear while waiting:

• Default — The system’s built-in hold music
• Custom classes — Music you have uploaded (see Music on hold)

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Greeting

Select a greeting that plays when a caller first enters the queue. You can create custom greetings using text-to-speech.

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Members

View and manage the agents assigned to this queue:

• See all current members with their names and extensions
• Remove a member by clicking the X button
• Add new members from the dropdown (only shows active users not already in the queue)

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Music on hold

You can upload custom audio files for callers to hear while waiting.

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Upload audio

1. Click the Upload Audio button at the top of the Queues page
2. Enter a class name (like “custom” or “jazz”)
3. Choose an audio file (MP3, WAV, OGG, FLAC, M4A, or AAC)
4. Click Upload

The file is automatically converted to the correct format for Asterisk.

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Preview audio

Click the Play button next to any audio file to hear it. A player bar appears at the bottom of the screen.

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Delete audio

Click the Trash icon next to a custom audio file to remove it. System default files cannot be deleted.

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Greetings (text-to-speech)

Create spoken greetings that play when callers enter a queue.

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Create a greeting

1. Click Create Greeting at the top of the Queues page
2. Enter a name for the greeting
3. Type the greeting text — what you want the voice to say
4. Select a language (English India, English US, Hindi, or Tamil)
5. Select a voice (male or female options)
6. Click Create

Astradial generates the audio using Google’s Wavenet voices. Once generated, you can:

• Preview it by clicking the Play button
• Enable/Disable it by clicking the status badge
• Select it in any queue’s edit dialog under the Greeting dropdown
• Delete it from the dropdown menu

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Example greeting text

“Welcome to Grand Estancia. Please hold while we connect you to a team member. Your call is important to us.”