3CX Academy Intermediate Certification Practice Test

The "Call Queues" feature in 3CX is designed to efficiently manage incoming calls by placing them in a waiting line until an available agent can take the call. This helps ensure that callers are not left hanging or greeted with a busy signal. Instead, they can wait in the queue while being informed about their position in line or provided with musical hold options. This functionality is particularly useful in scenarios where a business experiences high call volume and needs to manage calls in a structured manner, connecting them to agents as soon as they become available.

While the other choices describe useful functionalities of a phone system, they do not specifically pertain to the purpose of call queues. Routing calls to external numbers, recording calls, and conferencing calls together are distinct features that serve different needs within a telephony system, but none encapsulate the core function of managing incoming calls in a queue similar to option B.