Intro to inbound queue events in
RingCX
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When customers contact your company, inbound queue events direct calls or digital interactions to agents or other queues. Events can be as simple as playing hold music or as advanced as using DTMF (Dual-Tone Multi-Frequency) input to let callers select their preferred routing destination.
Admins can configure two types of queue events:
* **Regular queue events** occur when the queue is open and operating normally. When you create a regular queue event, you assign it a rank that determines when it occurs relative to other queue events.
* **Priority queue events** occur when specific conditions exist, such as if the queue is closed or has reached maximum capacity.
Configuring and editing queue events
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After you select a queue group, you can configure or edit the following in the Queue Events tab:
* **Queue event settings**: Define how long calls or digital interactions remain in the queue before routing, when busy signals occur, and queue capacity limits.
* **Queue event configuration** :
* Assign event types (for example, route to agent, voicemail, or call termination), set ranks, and add audio prompts.
* Create DTMF options to allow callers to select routing destinations using their phone keypad.
* **[Priority queue events](#about "")**: Create special queue events that occur when specific conditions exist.
For more information, visit [Configuring inbound voice queue events in
RingCX
](https://support.ringcentral.com/article-v2/Configuring-inbound-queue-events-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
### About priority queue events
Priority queue events can also be configured based on **Automatic Number Identification (ANI)**, which is the phone number of an incoming caller. This allows you to create special routing rules for specific callers.
There are two types of ANI-based priority events:
* **Special ANI**: Routes specific callers, such as VIP customers, to a designated queue for priority handling.
* **Velocity ANI** : Flags phone numbers that call frequently within a set timeframe and applies customized routing rules. Once a caller meets the frequency threshold, their call is processed through the **Velocity ANI queue event**.
For more details, visit [Managing inbound priority queue events](https://support.ringcentral.com/article-v2/Managing-inbound-priority-queue-events-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").