Call Queue

Call Queues allow you to organize and distribute incoming calls among available agents. You can configure multiple queues with different distribution strategies.

Training guide — Service queues (Filas de Atendimento)

Search keywords: Fila de Atendimento · Identificador · Nome · Estratégia · Timeout · Buscar · Novo.

What the screenshot shows: Queue list with Identificador (e.g. Q37), Nome, Estratégia (e.g. Todos ao mesmo tempo), Timeout, and actions to view, edit, or delete each queue.

HitManager service queues list — strategy, timeout, actions

Create, edit, or remove queues and manage members from this central screen.

Create a queue

Go to Telephony → Queues
Click New queue
Configure basic parameters:
- Name — queue identifier
- Number — queue extension
- Distribution strategy
- Hold music
Add agents to the queue
Save

Distribution strategies

Strategy	Description
RoundRobin	Distributes in rotation among agents
LeastRecent	Sends to the agent who has been longest without a call
FewerCalls	Sends to the agent with the fewest calls
Random	Random distribution
Linear	Always to the first available agent

Timeout configuration

Max time in queue — seconds before redirecting to an alternate destination
Timeout destination — extension, voicemail, or IVR
Position announcement — informs the client of their position in the queue

Tip: Use agent penalty to configure backup agents who only receive calls when primary agents are busy.