An inbound queue is necessary in allowing agents to receive and route incoming calls.
To create an inbound queue, navigate to the Agents, Teams and Queues from the Configuration menu and select the Queues tab. Click Add queue on the top right of the page and select Inbound from the list.
Select a Campaign the queue will be assigned to, then enter a Queue Name and pick an Out of Hours Policy (if applicable). You have the option to create a custom script for the agents to use while on a call to a customer. Alternatively you can add one at a later stage by editing the inbound queue. Finally click Add to create the inbound queue.
See Edit an Inbound Queue for instructions on how to edit the settings of the queues you have created.