Call Queues allow calls to be queued whilst agents (members of a call queue) answer calls. Calls do not go unanswered but are queued until an agent is available to take the call. For example, you can define a group of 3 sales people, and have the general sales number route to a sales call queue. If all 3 sales people are busy, callers will be kept in the queue until the next sales person is free. When you create a call queue, you also assign it a virtual extension number. This will be the number used by the phone system to “address” the Call Queue.
Note: The features are only available in the Standard and Pro editions of 3CX Phone System.