Agents are the users who answer calls in a queue. You need to add at least one agent to a queue before it can handle calls.Documentation Index
Fetch the complete documentation index at: https://docs.astradial.com/llms.txt
Use this file to discover all available pages before exploring further.
Add agents to a queue
Scroll to the Members section
At the bottom of the edit dialog, you will see the current members list and an Add member dropdown.
Select a user
Click the dropdown and select a user. Only active users who are not already in the queue are shown. The dropdown shows each user’s name and extension.
Remove an agent from a queue
- Open the queue’s edit dialog
- Find the agent in the Members list
- Click the X button next to their name
- The agent is removed and will no longer receive calls from this queue
Removing an agent from a queue does not delete their user account. They just stop receiving calls from that specific queue. They can still be in other queues.
How call distribution works
When a call enters a queue, Astradial checks which agents are available and uses the queue’s strategy to decide who to ring:- The queue checks all members
- It filters out agents who are already on a call, paused, or unavailable
- It applies the strategy (Ring All, Round Robin, etc.) to pick which agent(s) to ring
- If the agent doesn’t answer within the ring timeout, it tries the next agent
- If no agent answers within the max wait time, the call goes to the timeout destination (if configured)
Best practices
- Add at least 2-3 agents to each queue so there is always someone available
- Use Ring All strategy for small teams (under 5 agents) so the fastest person answers
- Use Round Robin for larger teams to distribute calls evenly
- Set a timeout destination so calls don’t get lost if all agents are busy
- Monitor queue performance from the Calls page to see wait times and abandoned calls