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You may use an Agent Group to queue the incoming calls and dispatch them automatically to a list of agents. Typical scenarios are sales and support teams which have a homogeneous skill profile. The members of this group are called "agents".

Within one agent group, there may be at most one call in ring back state. All other calls are queued until the ringing call gets connected and at least one agent is or becomes available. Even if there are several agents are available, the queue will have only one caller in the ringing state.

The agent group keeps track which extensions are busy and which agents are available. When an agent becomes available, the PBX automatically takes the next waiting call out of the queue, rings the agents and puts the call in ring back state.

Agents can be logged in or out. If they are logged out, the PBX will not dispatch calls to an agent group to them, but it will include them in regular calls and calls to hunt groups.

The difference between agent groups and hunt groups is that the calls in the agent groups are processed one after another, while the hunt group overlaps the processing of the calls. Hunt groups resemble multiple registrations.

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