Adding a call queue group

Last Updated : Mar 28, 2025 |

About this task

Create a call queue group to distribute incoming calls between a group of users. After you create a call queue group, Avaya Cloud Office™ sends an automatic email to the call queue group members and managers.

Procedure

  1. Click Phone System > Groups > Call Queues.
  2. Click New Call Queue.

    Avaya Cloud Office Service Web displays the Add Call Queue window.

  3. On the Add Call Queue Details tab, type a name and an extension number for the call queue group.
  4. If the Multi-Site feature is enabled, select the site to which you want to assign this call queue.
  5. Optional To copy the settings from an existing call queue group, click Select Call Queue and select the call queue group to copy.
  6. Click Next.
  7. On the Select Managers tab, enter the PIN code required to access the call queue voicemail.
  8. From the list, select the users you want to appoint as the call queue group manager.

    You can use the Search bar to find the users you want to appoint as manager.

  9. Next to the manager's name, under Permissions, select the permissions for the manager.

    You can click the Meeting Information icon for more information on different permission levels.

  10. Click Next.
  11. On the Select Members tab, select the call queue group members from the list.

    You can use the Search bar to find the users you want to add.

  12. Click Done.