Setting Up Inbound Campaigns - Documentation

Inbound campaigns handle incoming calls through queues with skill-based routing.

Creating an Inbound Queue

Navigate to Campaigns > Inbound

Click "Create Queue"

Configure the queue settings:

Queue Name (e.g., "Sales", "Support")

DID Number (the number callers dial)

Ring Strategy: Round Robin, Longest Idle, Random, or Ring All

Max Wait Time: How long callers wait before overflow

Overflow Destination: Voicemail, another queue, or external number

Navigate to the queue settings

Click **"Manage Agents"**

Select agents with matching skills

Set priority levels (higher priority agents are offered calls first)

Configure what callers hear while waiting:

Welcome Message: Played when the caller enters the queue

Hold Music: Background music while waiting

Position Announcement: "You are number X in the queue"

Estimated Wait Time: Based on current queue depth and agent availability

Set when the queue is active:

Navigate to **Queue Settings > Business Hours**

Define operating hours for each day of the week

Configure after-hours routing (voicemail, announcement, redirect)

Set holiday schedules