Knowledgebase: Hosted PBX > Call Queues
Add a Remote Agent to a Call Queue
Posted by Daniel Diaz, Last modified by Daniel Diaz on 17 August 2023 12:24 PM

After you have created a call queue you can then add Agents to it.

 a Remote Agent to a Call Queue

This requires Admin, Office Manager or Supervisor access to the PBX portal.

1. Log in to the PBX Dashboard and go to the Call Queues page.
2. On the right side of the page click the Edit Agents icon for the Queue you want to manage.
3. Click the Add Agent button.
4. In the Agent Phone field type the Remotes Agents full 11digit phone number and select it once completed. 
5. Click Save Agent.
6. Repeat to add more agents, then click Done when finished.


Advanced Add Agent Options.

  • Most agents will be added as Online (recommended). However, you may add an agent as Offline and they can login later using the Agent portal.
  • Request Confirmation will prompt for the agent for confirmation that they want to answer the call.

Remote Agent Disclaimer 

  • Please note that if you are using Remote Agents, the Queue Ring Timeout itself "MUST" be adjusted to a max of 25 seconds to avoid the Agents personal Voicemail from answering.
  • Also, Remote Agents cannot/should not reject inbound calls as that will trigger their Personal Voicemail to accept the call.
  • Lastly, if you are using the Remote Agent option as part of the service provided. You must take the PBX's 'Max External Calls' into consideration. 
    You must account for the Inbound calls to the PBX and also the Outbound calls to the Agents. The total should be the expected Inbound traffic and the exact number of Remote Agents.

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