# Inbound Call Queue Groups

### 📞 Inbound Call Queue Groups

**Overview:**\
Inbound Call Queue Groups allow you to route incoming calls to different groups of agents based on business needs. This helps manage call distribution effectively, ensuring that the right team handles the right type of call.

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#### 🔧 What is a Queue Group?

A **Queue Group** is a collection of agents who are assigned to handle a specific type of incoming call. Each group can have its own **ring strategy**, business hours, and agent members.

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#### 🧩 Why Use Multiple Queue Groups?

Using multiple queue groups helps:

* Separate teams by department (e.g., Sales, Support, Billing)
* Prioritize VIP customers to a special queue
* Route calls based on language preference, location, or service type

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#### ✅ Example Setup:

Let’s say your business has two teams: **Sales Team** and **Support Team**.

You can create two separate queue groups:

1. **Sales Queue Group**
   * Ring Strategy: Ring All
   * Agents: Alice, Bob, Carol
   * Used for: Inquiries from new customers or product demos
2. **Support Queue Group**
   * Ring Strategy: Fewest Calls
   * Agents: David, Emma, Frank
   * Used for: Existing customer support requests

When a customer calls:

* If the caller presses **1 for Sales**, they are routed to the **Sales Queue Group**
* If the caller presses **2 for Support**, they are routed to the **Support Queue Group**

**Call Queue Ring Strategies – How Incoming Calls Are Assigned to Agents:**

When a call enters the queue, the system uses a “ring strategy” to decide which agent gets the call. Here are the available options:

* **Ring All**: Rings all available agents at the same time. Whoever picks up first handles the call.
* **Least Recent**: Sends the call to the agent who hasn’t received a call in the longest time.
* **Fewest Calls**: Sends the call to the agent who has handled the fewest number of calls so far.
* **Random**: Rings agents in a completely random order.
* **Round Robin (Rrmemory)**: The system remembers the last agent it tried and rings the next agent in line.
* **Linear**: Always rings agents in a fixed order, starting from the top of the list every time.


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