You can add a new Call Queuepro plus to your account by following the instructions below:

  1. Log in to office.ooma.com as an administrator and navigate to the Settings page.
  2. Select the Add dropdown menu and select Call Queues.
  3. Fill in your queue’s basic details:
    • The queue’s name
    • Whether you’d like to prepend the queue’s name to its caller ID
    • A PIN for the queue’s voicemail box
    • An extension number
    • Optionally, one or more direct phone numbers
  4. Update the call handling preferences for your queue:
    • If you’d like an initial greeting, upload one or use the text-to-speech option
    • Choose a default comfort music option or upload your own
    • Choose your ringing mode:
      • Round Robin rings idle members one at a time in the order of their extension numbers. When the final member has been rung, the first member will be next in line to start the queue again.
      • Most Idle rings the queue member that has been idle the longest, then moves on to the member that has been idle the next longest, and so on.
    • Decide on a ring duration for how long you’d like each member’s phone to ring before the call moves on.
    • Choose what happens if no one picks up:
      • Call Queue’s voicemail will send the call to the queue’s dedicated voicemail
      • Play announcement and disconnect will play an announcement you upload or create with voice-to-text before hanging up the call
      • Send to another voicemail lets you redirect the call directly to another extension’s voicemail box
      • Transfer to extension redirects the call to another extension you choose

  5. Use the left and right arrows to add up to 25 Call Queue members. You can drag and drop up members within the list to reorder them. Every device assigned to a member will ring when that member receives a call. Keep in mind that a Round Robin ringing mode will ring members in the order they appear in this list.

    NOTE that external lines are not supported by Call Queues. If a user only has an external line, they cannot be a Call Queue member.

  6. Save your changes.

You have now completed the basic setup for your Call Queue! There are some additional features that you can now set up by editing the Call Queue’s settings. These include:

  • Setting up the Call Queue’s voicemail box and preferences
  • Configuring advanced settings like maximum callers in the queue and the amount of time a member will have between phone calls