4. Create a queue

Heedify supports call queue routing via the Queues module, integrated with Microsoft Teams — a queue is the routing destination that distributes inbound calls to your pool of provisioned agents with SLA, hunt method, music on hold and fallback.

Steps

  1. Open Queues from the sidebar
  2. Click +Add
  3. Fill in the minimum fields:
    • Queue name
    • Entity — the one you created
    • Language
    • Hunt method — how calls are distributed (start with Attendant for simple round-ringing)
  4. Add the agents you provisioned
  5. Click Save

Heedify queue configuration form showing queue name, Entity, hunt method, SLA threshold and attached agents

Good starting defaults

Field Value
Hunt method Attendant
Max wait time 120 s
Max queue size 10
Wrap-up time 10 s
SLA threshold 30 s at 80%

You can refine everything later. See Queues for the complete reference.

FAQ

What hunt method should I start with?

Start with Attendant — it rings all attached agents simultaneously and is the simplest behaviour to verify. Switch to Longest Idle, Skills-Based or Round-Robin later as you tune routing.

What is a good starting SLA threshold for a Heedify queue?

30 seconds at 80% is a common contact-center baseline: 80% of calls are answered within 30 seconds. Adjust to your service commitments from the Analytics Profile on the Entity.

Can a queue exist without agents?

Yes, but it will not route calls. Heedify lets you save an empty queue so you can wire the call flow first, then attach agents when ready.

Where do I upload the music on hold for the queue?

Media files (music on hold, prompts) are managed from the Media module. The queue form references existing Media files; upload first, then pick the file in the queue.

Works with: Microsoft Teams, Teams Phone, Heedify Media, Heedify Analytics, Call Flows.

Next → 5. Create a call flow