Step 1: Go to the TMS URL: 

Step 2: Choose the correct account

Step 3: Click on the PBX Manager menu item.

Step 4: Click on the Queues sub-menu item.

Step 5: Click on “Create New Queue”.

Step 6: Create a queue name, description and decide if the queue is Inbound or outbound. 

(Please do not choose a similar name to your PBX name, this will cause the Queue not to work.)

Step 7: Fill in and decide on all basic details.

  •  Entry Conditions: Decide how many callers can be on hold and waiting for an operator at any one time. For a  small business, 20 should be fine. For a large Inbound call centre, consider 300. Set how the callers can enter the queue; by default, Windows callers enter the queue regardless of agents presence or availability.

  • Position and hold time: 

  • Periodic Announcement.

  • Connections and ring strategy.

  • Agent/Member  Settings.

  • Service Level Agreement.

  • Miscellaneous.

  • Dispositions.

Step 8: Click “Apply” to save all changes.