A call queue extension can be saved as a contact for quick access. How this works depends on which product you are using.

Web Phone (Hosted PBX Portal)

You can manually add a call queue extension to your webphone contact list. This is done user by user -- each user who wants the queue in their contacts needs to add it themselves.

To add a call queue to your web phone contacts:

1. Log in to the Hosted PBX portal
2. Navigate to the webphone Contacts section
3. Click Add Contact
4. Enter a name for the queue (e.g. Maintenance Queue) and the queue extension number (e.g. 5202)
5. Click Save

The queue will now appear in your webphone contact list and can be dialled with a single click.

Note: This adds the contact for your account only. Other users who want the queue in their contacts need to repeat these steps individually.

UC Advanced Softphone

The UC Advanced Softphone does not support dialling a call queue extension directly from a contact entry. This is a platform-level limitation related to how the app handles DTMF signalling - the UC Advanced Softphone transmits DTMF out-of-band via RFC2833 after a call is connected and does not support pre-encoded dial strings or direct queue-extension dialling from the contact field.

To reach a call queue from the UC Advanced Softphone:

1. Save the main DID for the customer's phone system as a contact
2. Tap the contact to dial
3. Once the Auto Attendant answers, tap the keypad icon in the active call screen
4. Enter the Auto Attendant selection and queue extension as DTMF digits manually

This is the only supported method for reaching a call queue via the UC Advanced Softphone.

Alternative: BLF Speed Dial on a Desk Phone

For users on a physical desk phone, programming the queue extension as a BLF speed dial key is the most practical option. This provides one-touch dialling and displays the queue's live availability status.