> ## Documentation Index
> Fetch the complete documentation index at: https://docs.firetone.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Queues

> Where an inbound caller waits, and who is offered the call.

A queue holds callers and offers them to agents.

<img src="https://mintlify.s3.us-west-1.amazonaws.com/firetone/images/queues-stats.png" alt="A queue and its live statistics" />

## Members

Agents are rostered onto a queue individually, with a priority. A queue member
is an **agent**, not an extension — which is what lets a virtual agent serve a
queue with no change to how the queue works.

## Strategy

How a waiting call is offered: ring all, longest idle, round robin, or top down.

## What you see live

Waiting calls and the longest wait, polled from the switch.

<Note>
  Where FreeSWITCH does not actually know a number, FireTone reports it as
  unavailable rather than guessing. A staffing decision made on an invented
  figure is worse than one made on an honest "unknown".
</Note>

## Where a queue sits in the product

Queues live under **Inbound**, next to processes and numbers, rather than with
extensions. A queue is a property of *how a number is answered* — not of a
shift, and not of the phone system's inventory.

## Recording

Calls answered through this queue can be recorded by switching **Record calls** on here.

Recording is on if **any** level says so — organisation, team, extension,
queue, trunk or process — so this can add recording and cannot switch off a
policy set above it.