Plan requirement
| Subscription | Any plan |
| Access | WMS administrator |
Seven ways to decide whose phone rings in a call group, and the two settings that decide whether the queue moves.
The seven strategies
| Strategy | What happens | Suits |
| Call All 10 | Rings ten members at a time until someone answers, then the next ten. | Larger teams where speed matters most |
| Call All 32 | The same, in blocks of 32. | Very large groups |
| Round Robin | Takes the next member after whoever got the last call. | Spreading work evenly |
| Longest Idle | Rings whoever answered a call the longest time ago. | Support queues |
| Fewest Calls | Rings whoever has answered the fewest calls. | Evening out call counts over a day |
| Linear | Works down the list from the first member. | Escalation, where seniority matters |
| Priority | Puts members on levels 1 to 5 and only rings the highest level that has somebody available. | A first line with a named fallback behind it |
With Linear, people added on the fly are called in the order they were added.
Priority is not an escalation timer
This is the one people misread. A call goes to level 1 and stays there while anybody on level 1 is available; it drops to level 2 only when everyone above is busy or in Do Not Disturb. It does not move down because time has passed. If you want "ring the seniors after thirty seconds", this is not the setting you are looking for.
Up to ten members share a level, so a Priority group tops out at fifty. Anyone added on the fly from the wallboard lands on level 1.
Set it
- Go to Dialplan > Call Groups.
- Select the group and click Edit strategy.
- Choose the strategy and save. For Priority, select the group again, click Edit, assign the levels and save.
Call All 10 has a timing trap. The group's timeout applies to each block of ten, not to the whole group. With sixteen members and a thirty-second timeout, the system tries the first ten for thirty seconds and the remaining six for thirty more. If the timeout in the dialplan is shorter than that, the second block never rings at all, and those people will swear the queue is ignoring them.
Two settings that decide whether the queue moves
On Round Robin and Longest Idle especially, the strategy alone is not enough. Both of these exist to stop a caller waiting behind somebody who was never going to answer.
Turn on Auto pause on no answer. It pauses a member who lets a call ring out, is offline, or has no device registered. Choose whether the pause applies only to the queue where it happened or to every queue that person is in. Two things to watch: the Auto pause on no answer timeout must not be left at zero, and Call All 32 does not support the feature at all.
Leave Call waiting off. It lets one member take more than one queue call at a time, which sounds efficient and in practice parks callers behind an agent who is already talking. It is off by default on new groups, it cannot be switched on while auto pause is enabled, and it does nothing at all if you have set a wrap-up time.
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