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
- Open Queues from the sidebar
- Click +Add
- Fill in the Queue configuration tab:
- Queue name (required)
- Entity — the one you created (required)
- Language — default
en-US - Queue Type — enable CALL (voice) and/or CHAT
- Open the Agent Configuration tab:
- Select an Agent hunt strategy (start with Round Robin)
- Add agents from the Agents list search
- Click Save
Queue form tabs
The queue form is organized into six tabs:
| Tab | Purpose |
|---|---|
| Queue configuration | Name, Entity, language, music on hold, max wait time, queue capacity, wrap-up |
| Agent Configuration | Hunt strategy, Teams presence mapping, agent activities, agent roster with skill |
| Fallback | What happens when no agent is available (disconnect, transfer, overflow queue) |
| VIP | Priority callers who jump to the front of the queue |
| SLA | Target answer time and percentage threshold |
| Service integration | Webhook/CRM integration triggered on queue events |
See Queues for the complete field reference.
Good starting defaults
| Field | Value |
|---|---|
| Hunt strategy | Round Robin |
| Max wait time | 1200 s |
| Max calls in queue | 30 |
| Max agent alert time | 40 s |
| Wrap-up time | 0 s |
| SLA | 60 s at 50% |
You can refine everything later.
Next → 5. Create a call flow