Each call can be placed in a call queue when it is created. The queue is a user-defined code created in Call Queue Maintenance (11.1.21.7).

Each queue is a unique place where calls are routed according to their problem, status, or other criterion. Queues are simply tools for locating and tracking calls. You define call queues to fit your service process.

The Call Queue Manager (11.1.6) is used to review and update calls according to queue. Queues are also used with escalation sequences to redirect incomplete calls automatically so that they obtain needed attention.

In this example, new, unassigned calls are placed in the dispatch queue, where they await assignment to an engineer. The engineer queue is used for calls that have been assigned to engineers and are in the process of being resolved. The supervisor queue is for calls that must, for one reason or another, be brought to the attention of a supervisor. Note that each call in this queue has a status reflecting its urgency.