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Add a Virtual Queue

A Virtual Queue (vqueue) is a queue without statically defined agents — it routes calls to other queues, ring groups, or dynamic destinations based on real-time conditions (caller ID, time of day, etc.). Useful for skill-based routing or routing to whichever real queue has the shortest wait.

Module availability

Virtual Queue is part of commercial queue extensions. If the Group Attributes → Virtual Queue menu item isn't visible, the module may not be installed/licensed on this UnifiedBX system.

Before You Start

  • Real queues / ring groups exist as the routing targets.
  • You've decided the routing logic (round-robin, shortest-wait, by-caller-ID, etc.).

Steps

  1. Go to Group Attributes → Virtual Queue.
  2. Click + Add Virtual Queue.
  3. Fill in:
    • Description — e.g. Smart Sales Routing.
    • Virtual Queue Number — e.g. 7900.
    • Routing Logic — pick the strategy:
      • Shortest Wait — picks the configured target queue with fewest waiting callers.
      • Round Robin — alternates between targets.
      • Skill Match — routes by caller-ID-derived skills (advanced).
    • Targets — list the destination queues / ring groups in priority order.
    • Failover Destination — where to send if no target is reachable.
  4. Click Submit.
  5. Click Apply Config.

Verify

Dial the virtual queue number. The call should route into one of the configured targets per the strategy. Monitor:

asterisk -rx "queue show"

Common Issues

  • Calls always go to first target. Shortest Wait picks the first when all are tied (idle). With actual load, the routing distributes.
  • Skill Match doesn't match. Caller ID format mismatch — Skill Match needs the caller's CID to match a configured skill rule. Validate rules.
  • Module missing. Confirm vqueue is installed in System Admin → Modules.