Call Queues are the Soft Switch mechanisms that direct calls to appropriate agents. (They also control various settings that affect calls before
they’re connected to agents. For example, they determine how long a call will ring one agent before being presented to another agent, how many callers can be waiting in the Queue at the same time, and so on.) Call Queues are defined at Switch Config > Call Queues ; the association between Call Queues and incoming calls is defined in Scenarios. Call Queues typically correspond to Affinity Groups in the Admin Controls Affinity Groups plug-in.