Queues are a standard feature in CRM. Dynamics Telephony can monitor a CRM queue, or queues, and pop any “Queue Items” out for a user to autodial.
Follow these steps to set up a Dynamics CRM Queue
1. Go to CRM > Settings > Business Management > Queues
2. Click the ” + New ” button
3. Enter the new queue Name.
4. Set the queue as Private (where you can control who is a member), or Public (where everyone has access)
Now you can set the membership per this article