Create a call queue

A queue distributes incoming calls across a group of agents using a ring strategy — so callers wait in line and reach the next available person rather than getting a busy signal. Queues are the backbone of every support line, sales desk, or reception overflow in Dromlik.

Before you begin

• Decide which extensions will act as static agents (always in the queue) and which are dynamic agents (log in and out as needed).
• Pick a free extension number for the queue itself (typically in a 6xxx range).
• Have a prompt ready if you want callers to hear a greeting when they enter the queue.

Steps

1. 1

   Open the Queue page

   Sign in to the Dromlik admin console and go to Call Features → Queue.

2. 2

   Click Add

   Click Add in the top-right corner. A configuration panel opens.

3. 3

   Enter the basic details

   Give the queue a number (e.g. 6700) and a name that reflects its purpose, such as Support or Sales. Optionally set a password if agents should authenticate before logging in.

4. 4

   Choose a ring strategy

   Select how calls are offered to agents:

   • Ring All — every available agent rings at once.
   • Least Recent — the agent who has been idle longest.
   • Fewest Calls — the agent who has handled the fewest calls today.
   • Random — a random available agent.
   • Round Robin — cycles through agents in order.
   • Linear — always tries agents in a fixed priority order.
5. 5

   Add agents

   In the Members tab, move extensions from the left list to the right. Mark each as Static (always in queue) or Dynamic (must log in). You can also set individual penalties — higher-penalty agents only receive calls when lower-penalty ones are busy.

6. 6

   Configure timing

   Set the Agent Timeout (how long a single agent rings, typically 15–20 s), the Retry Interval before trying the next agent, and the Wrap-up Time that gives agents a short break after each call.

7. 7

   Set the failover

   Under Failover Destination, choose what happens when the queue times out or nobody answers — voicemail, another queue, an IVR menu, or an external number.

8. 8

   Save

   Click Save. Your queue is live immediately. You can now route calls to it from an inbound route, IVR, or call flow.

Next steps

• Fine-tune announcements, music-on-hold, and callback behaviour on the Queue preferences page.
• Point a phone number at the queue by configuring an inbound route.