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Running your system · Inbound queue tuning

Configure an inbound queue and its exits

Review agent selection, call time, no-agent behavior and timeout destinations for SALESDEMO.

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By Vicigeek Editorial DeskStep-by-step guide5 minute readUpdated November 7, 2026

01 / 04

1. Inspect the test in-group

These steps target VICIdial Admin 2.14-969a, SVN 4037 / database schema 1748. Substitute unused IDs for LAB01, LABTEAM, learner1, 8001, 90001, SALESDEMO and DEMOIVR if any already exist. Labels and options may differ on other builds. The configuration checks below do not establish that a call, audio, or carrier route has been tested.

  1. Open Inbound → In-Groups → SALESDEMO.
  2. Record Active, Next Agent Call, Call Time ID, no-agent behavior, drop timeout and drop action.
  3. Confirm the call-time schedule and its time zone with the installation owner.

You should seeYou have a before-change record and can identify each current destination. If the schedule or target is unclear, stop before changing it.

02 / 04

2. Set the queue and exits

This worked timeout branch ends only the isolated test call: Drop Action HANGUP after 60 seconds, with Drop Lead Reset N. It requires no new extension, voicemail or external destination. Keep the original DID/queue settings for recovery. Existing recordings remain separate welcome/hold choices; this branch does not promise a timeout announcement.

  1. Open the saved SALESDEMO group and record current Next Agent Call, Call Time ID, Drop Call Seconds, Drop Action, Drop Exten and Drop Lead Reset. Confirm no real DID is routed to this isolated group.
  2. Set Next Agent Call to longest_wait_time and Call Time ID to the approved open test schedule. Set Drop Call Seconds60, Drop Action HANGUP and Drop Lead Reset N. Leave the action’s unused Drop Exten blank; do not enter a dialable number for HANGUP.
  3. For the timeout test, keep No Agents No Queueing and In-Queue No Agents Check from preempting the queue: the owner records and temporarily sets the isolated group’s relevant no-agent gates to N. Keep the test agent paused so no delivery occurs. Confirm these exact controls exist before saving.
  4. Save once and reopen. Check HANGUP, 60, N and the no-agent test gates against the change record before any separately approved test call. If HANGUP is absent or a different action is saved, stop and inspect this build’s help instead of substituting a destination.
  5. During a separately authorized test, follow queue entry to the approximately60-second timeout and record whether the caller channel ends; processing and earlier prompt timing can affect observed elapsed time. Compare the matching inbound record and caller observation. No queue call was performed for this article.
  6. Restore all recorded timeout, selection, schedule and no-agent values through the same saved group; reopen and check the original DID target and intended inactive/idle test state.
Next Agent Call
longest_wait_time
Call Time ID
Approved open schedule;24hours is open, not an after-hours test
Drop Call Seconds / Drop Action
60 / HANGUP
Drop Exten
Blank: unused for HANGUP
Drop Lead Reset
N
No-agent gates for timeout branch
Owner-reviewed N in this isolated test; record and restore both
Choose a complete exit rather than a blank actionScroll sideways to compare columns
ActionRequired destinationAcceptance
HANGUP — worked branchNone; no Drop ExtenCaller leaves queue and the call ends.
EXTEN or another routing actionExisting reviewed internal target and required action fieldsCaller reaches that exact target; test separately.
MESSAGE / VOICEMAIL alternativesExisting approved prompt/mailbox plus the build’s required fieldsCorrect content/recipient and final call state, verified separately.

Enter a queue timeout without resetting leads

Duration 0:04
Real form entry · not saved
Steps and result4 steps

Actual native VICIdial controls, filled with example values in the browser. This recording stops before submission. Use the field notes to distinguish lab fixtures, missing prerequisites and deployment-specific values.

Entry shownReal native Modify controls with example values entered only in browser state. The form was not submitted; no configuration, route, permission, registration or call was changed.

Read the chapter notes
  1. Actual native form — not submitted

    Real native Modify controls with example values entered only in browser state. The form was not submitted; no configuration, route, permission, registration or call was changed.

  2. Enter a 60-second example timeout

    Drop Call Seconds 60 is a demonstration value, not a production queue recommendation.

  3. Keep lead reset off

    Drop Lead Reset N is distinct from choosing and testing a valid timeout destination. No branch is executed.

  4. Review the unsaved example

    Real native Modify controls with example values entered only in browser state. The form was not submitted; no configuration, route, permission, registration or call was changed.

November 4, 2026 · VICIdial 2.14-969a build 261102-0125. Real native Modify controls with example values entered only in browser state. The form was not submitted; no configuration, route, permission, registration or call was changed. ViciGeek attribution is encoded in the video and poster. Use fullscreen to read the original field labels.

View a still screenshot

Enter a queue timeout without resetting leads

Open to enlarge
Drop Call Seconds 60 and Drop Lead Reset N in the native in-group controls.
Drop Call Seconds 60 and Drop Lead Reset N in the native in-group controls.
Capture detailsThis is an incomplete unsaved example: Drop Action and Drop Exten are blank. Configure and test an approved exit before using any real queue; no timeout branch was exercised. Actual browser capture, November 4, 2026; VICIdial 2.14-969a build 261102-0125.

You should seeThe reopened test group has a complete HANGUP timeout branch. A saved setting is configuration evidence; only a separately observed queue exit establishes runtime success. The retained older screenshot still has a blank action and illustrates field location only.

03 / 04

3. Check the no-agent controls

No Agents No Queueing and In-Queue No Agents Check are separate controls on the saved in-group. Check both and their associated actions before routing callers to the group.

  1. Open Inbound → In-Groups → SALESDEMO and find No Agents No Queueing and In-Queue No Agents Check.
  2. Record each current value and inspect the no-agent action and destination on the same in-group before changing either control.
  3. Save only the intended changes and reopen the group to confirm them.
No Agents No Queueing
Y in the unsaved example
No Agent No Queue Action
MESSAGE in the unsaved example
No Agent No Queue Delay
0 in the unsaved example
Audio File
beep in the unsaved exampleConfirm the filename exists and is approved on your system; the illustration does not test playback.

Enter a no-agent message example

Duration 0:06
Real form entry · not saved
Steps and result5 steps

Actual native VICIdial controls, filled with example values in the browser. This recording stops before submission. Use the field notes to distinguish lab fixtures, missing prerequisites and deployment-specific values.

Entry shownReal native Modify controls with example values entered only in browser state. The form was not submitted; no configuration, route, permission, registration or call was changed.

Read the chapter notes
  1. Actual native form — not submitted

    Real native Modify controls with example values entered only in browser state. The form was not submitted; no configuration, route, permission, registration or call was changed.

  2. Find the no-agent gate

    No Agents No Queueing Y is an unsaved example. It does not prove which agents are logged in or ready.

  3. Choose the message branch and delay

    MESSAGE and delay 0 illustrate the available fields. Validate the chosen audio file in Audio Store before enabling a real branch.

  4. Enter an illustrative prompt name

    beep is only a filename example here. This recording does not verify its existence or play audio.

  5. Review the unsaved example

    Real native Modify controls with example values entered only in browser state. The form was not submitted; no configuration, route, permission, registration or call was changed.

November 4, 2026 · VICIdial 2.14-969a build 261102-0125. Real native Modify controls with example values entered only in browser state. The form was not submitted; no configuration, route, permission, registration or call was changed. ViciGeek attribution is encoded in the video and poster. Use fullscreen to read the original field labels.

View a still screenshot

Enter a no-agent message example

Open to enlarge
No Agents No Queueing Y, action MESSAGE, delay 0 and illustrative filename beep.
No Agents No Queueing Y, action MESSAGE, delay 0 and illustrative filename beep.
Capture detailsUnsaved example only. This capture neither verifies that the audio file exists nor plays it, and it does not demonstrate actual agent availability or a no-agent branch. Actual browser capture, November 4, 2026; VICIdial 2.14-969a build 261102-0125.

You should seeReopen your in-group and verify both no-agent controls and the intended destination against your change record. The separate unsaved example shows Y, MESSAGE, delay 0 and beep; it does not establish that beep exists or that the branch plays.

04 / 04

4. Verify the branches

Arrange supervised test calls only after the group, trunk and test numbers are authorized.

  1. Test the normal route with an eligible available test agent.
  2. In a separate controlled window test the no-agent and timeout paths, then the after-hours path with an approved schedule.
  3. Record the test timestamp, delivered DID, in-group and observed destination for each branch; inspect the corresponding inbound report for that interval. Restore and reopen the prior settings after the test.

You should seeRecord the observed destination and time for each branch. If a caller remains in queue unexpectedly, inspect agent eligibility, timeout and fallback separately. No call drill was performed for this article.

Checks and sources

What was checked

  • These steps target VICIdial Admin 2.14-969a, SVN 4037 / database schema 1748. Substitute unused IDs for LAB01, LABTEAM, learner1, 8001, 90001, SALESDEMO and DEMOIVR if any already exist. Labels and options may differ on other builds. The configuration checks below do not establish that a call, audio, or carrier route has been tested.
  • Admin form captures are visual orientation only; no live call, audio, or carrier drill was performed for this guide.

Primary references

Sources

  1. VICIdial source and documentationVICIdial · accessed November 4, 2026
  2. VICIdial Non-Agent API referenceVICIdial · accessed November 4, 2026
  3. VICIdial statuses referenceVICIdial · accessed November 4, 2026