This option allows the admin to set up the queue. This is separate from the Call Center Queues. Here are the steps to follow:
From the Dashboard, click on Phone System and select  PBX Queues.

Under Show Queues page, click on Add Queue.

Once you are on the Add Queue page you can now set up the PBX Queue.

This option allows the admin to set up Add Queue, General Queue Options and Failover Destination.

Add Queue Section

• Queue Number - The number of this Queue.
• Description - Provide a descriptive title for this Queue.
• Password - You can require agents to enter a password before they can log in to this queue.
• Generate Device Hints - This setting is optional.
  The password is only used when logging in with the legacy queueno* code. When using the toggle codes, you must use the Restrict Dynamic Agents option in conjunction with the Dynamic Members list to control access.
  • If checked, individual hints and dial plan will be generated for each SIP and IAX2 device that could be part of this queue. These are used in conjunction with programmable BLF phone buttons to log into and out of a queue and generate BLF status as to the current state. The format of the hints is
    *45ddd*qqq 
    where *45 is the currently defined toggle feature code, ddd is the device number (typically the same as the extension number) and qqq is this queue's number.
• Call Confirm - If checked, any queue member that is actually an outside telephone number, or any extensions Follow-Me or call forwarding that is pursued and leave the PBX will be forced into Call Confirmation mode where the member must acknowledge the call before it is answered and delivered.
• Call Confirm Recording - Announcement played to the Queue Member announcing the Queue call and requesting confirmation prior to answering. If set to default, the standard call confirmation default message will be played unless the member is reached through a Follow-Me and there is an alternate message provided in the Follow-Me. This message will override any other message specified...
  To add additional recordings please use the Recordings MENU to the left.
• CID Name Prefix - You can optionally prefix the CallerID name of callers to the queue. i.e.: If you prefix with Sales:, a call from John Doe would display as Sales: John Doe on the extensions that ring.
• Wait Time Prefix - When set to Yes, the CID Name will be prefixed with the total wait time in the queue so the answering agent is aware of how long they have waited. It will be rounded to the nearest minute, in the form of Mnn: where nn is the number of minutes.
  If the call is subsequently transferred, the wait time will reflect the time since it first entered the queue or reset if the call is transferred to another queue with this feature set.
• Static Agents - Static agents are extensions that are assumed to always be in the queue. Static agents do not need to 'log in' to the queue, and cannot 'log out' of the queue.
  If your 'Agent Restrictions' is not set to 'Extension Only' you will have problems with subsequent transfers to voicemail and other issues may also exist.
• Add External Number - Add custom phone number to Static Agents.
• Dynamic Members - Dynamic Members are extensions or callback numbers that can log in and out of the queue. When a member logs in to a queue, their penalty in the queue will be as specified here. Extensions included here will NOT automatically be logged in to the queue.
• Restrict Dynamic Agents - Restrict dynamic queue member logins to only those listed in the Dynamic Members list above. When set to Yes, members not listed will be DENIED ACCESS to the queue.
• Agent Restrictions - When set to 'Call as Dialed' the queue will call an extension just as if the queue were another user. Any Follow-Me or Call Forward states active on the extension will result in the queue call following these call paths.
  When set to 'No Follow-Me or Call Forward', all agents that are extensions on the system will be limited to ringing their extensions only. Follow-Me and Call Forward settings will be ignored. Any other agent will be called as dialed. This behavior is similar to how extensions are dialed in Ring Groups. 
  When set to 'Extensions Only' the queue will dial Extensions as described for 'No Follow-Me or Call Forward'. Any other number entered for an agent that is NOT a valid extension will be ignored. No error checking is provided when entering a static agent or when logging on as a dynamic agent, the call will simply be blocked when the queue tries to call it. For dynamic agents, see the 'Agent Regex Filter' to provide some validation.

General Queue Options Section

• Ring Strategy:
  • ringall: ring all available agents until one answers (default) 
    leastrecent : ring agent which was least recently called by this queue 
    fewestcalls : ring the agent with fewest completed calls from this queue 
    random : ring random agent 
    rrmemory : round robin with memory, remember where we left off last ring pass 
    rrordered : same as rrmemory, except the queue member order from config file, is preserved 
    linear : rings agents in the order specified, for dynamic agents in the order they logged in 
    wrandom : random using the member's penalty as a weighting factor.
• Autofill - If this is checked, and multiple agents are available, the PBX will send one call to each waiting agent (depending on the ring strategy). Otherwise, it will hold all calls while it tries to find an agent for the top call in the queue making other calls wait.
• Skip Busy Agents - When set to 'Yes' agents who are on an occupied phone will be skipped as if the line were returning busy. This means that Call Waiting or multi-line phones will not be presented with the call and in the various hunt style ring strategies, the next agent will be attempted.
  • When set to 'Yes + (ringinuse=no)' the queue configuration flag 'ringinuse=no' is set for this queue in addition to the phone's device status being monitored. This results in the queue tracking remote agents (agents who are a remote PSTN phone, called through Follow-Me, and other means) as well as PBX connected agents, so the queue will not attempt to send another call if they are already on a call from any queue.
  • When set to 'Queue calls only (ringinuse=no)' the queue configuration flag 'ringinuse=no' is set for this queue also but the device status of locally connected agents is not monitored. The behavior is to limit an agent belonging to one or more queues to a single queue call. If they are occupied from other calls, such as outbound calls they initiated, the queue will consider them available and ring them since the device state is not monitored with this option.
    
    WARNING: When using the settings that set the 'ringinuse=no' flag, there is a NEGATIVE side effect. An agent who transfers a queue call will remain unavailable by any queue until that call is terminated as the call still appears as 'inuse' to the queue UNLESS 'Agent Restrictions' is set to 'Extensions Only'.
• Queue Weight - Gives queues a 'weight' option, to ensure calls waiting in a higher priority queue will deliver its calls first if there are agents common to both queues.
• Music on Hold Class - Music (MoH) played to the caller while they wait in line for an available agent. Choose inherit if you want the MoH class to be what is currently selected, such as by the inbound route. MoH Only will play music until the agent answers. Agent Ringing will play MoH until an agent's phone is presented with the call and is ringing. If they don't answer, MoH will return. Ring Only makes callers hear a ringing tone instead of MoH ignoring any MoH Class selected as well as any configured periodic announcements. This music is defined in the Music on Hold Menu.
• Join Announcement - Announcement played to callers prior to joining the queue. This can be skipped if there are agents ready to answer a call (meaning they still may be wrapping up from a previous call) or when they are free to answer the call right now. To add additional recordings please use the Recordings MENU to the left.
• Call Recording - Incoming calls to agents can be recorded.
• Recording Mode - Choose to 'Include Hold Time' in the recording so it starts as soon as they enter the queue, or to defer recording until 'After Answered' and the call is bridged with a queue member.
• Caller Volume Adjustment - Adjust the recording volume of the caller.
• Agent Volume Adjustment – Adjust the recording volume of the queue member (Agent).
• Mark calls answered elsewhere - Enabling this option, all calls are marked as 'answered elsewhere' when canceled. The effect is that missed queue calls are *not* shown on the phone (if the phone supports it).

Fail Over Destination - Click on the drop-down arrow to select the Destination for Fail-Over.

At the lower right-hand corner, click on Apply Changes to save the settings.