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🎧 Call Queuing Guide

Call Queuing lets you manage high call volumes by placing inbound callers into a virtual queue in the cloud — ideal for reception desks, sales teams, or call centres.

You can customise how calls are distributed, how often callers hear updates, and what happens when no one answers — all through your Kiwi VoIP Cloud PBX.

📈 Why Use Call Queuing?

  • Reduce missed calls and hang-ups

  • Improve customer satisfaction

  • Give your team time to respond without overwhelming any single agent

  • Route calls fairly using smart queue strategies

🔧 How to Enable Call Queuing

  1. Log in to your Kiwi VoIP portal: https://portal.kiwivoip.co.nz

  2. Select the number you want to queue calls on

  3. Navigate to Cloud PBX > Inbound Calls > Call Queuing

  4. Tick Enable Call Queuing

  5. Select the agents (extensions or numbers) to receive calls

  6. Click Save Settings

💡 You can combine queues with Auto Attendant, SimRing, voicemail, and other Cloud PBX tools.

⚙️ Call Queue Settings Explained

⏱️ Queue Time Settings

Set when the queue should be active:

  • All times

  • During/Outside work hours

  • During/Outside user-defined hours

  • During available/unavailable hours

🔁 Queuing Strategy

Control how the system selects which agent to ring:

  • Ring All – rings all agents at once

  • Round Robin – rotates between available agents

  • Least Recent – agent who hasn’t answered a call recently

  • Fewest Calls – agent with the lowest number of completed calls

  • Random – selects an agent at random

  • Round Robin with Memory – remembers the last agent called

🎚️ Additional Queue Options

Setting Description
Max Queue Length Limit how many callers can wait (0 = unlimited)
Agent Timeout How long to ring an agent before trying the next
Retry Timer Delay between re-attempting the queue strategy after agents are unavailable
Wrap-Up Time Time an agent gets to finish notes before getting another call
Queue Position Announcement How often to tell callers their position/hold time (0 = off)
Periodic Announcement Play “Thanks for holding” messages every X seconds (upload custom files)
Queue Timeout Max time a caller can stay in queue before being forwarded
Queue Identifier Label shown to agents (e.g. “Sales”) when receiving a queue call
Estimated Hold Time Includes estimate in caller announcements
Hold Time Notification to Agent Tells the agent how long the caller waited before the call connects
Answer Confirmation For external numbers — confirms agent wants to accept the call
 

🧩 Example Use Case

Your 0800 number routes to an Auto Attendant:
“Press 1 for Sales, 2 for Support, 3 for Accounts.”

Each option links to a dedicated call queue, with:

  • Ring All strategy

  • Custom hold music

  • Periodic messages every 30 seconds

  • Wrap-up time of 10 seconds