Queues

Method	Path	Body	Response
PUT	/v1/tenants/{t}/queues/{queueRef}	see below	{ queue }
GET	/v1/tenants/{t}/queues	—	{ queues }
GET	/v1/tenants/{t}/queues/{queueRef}/members	—	{ members }
PUT	/v1/tenants/{t}/queues/{queueRef}/members	{ members: [{ agent_ref, priority? }] } — replaces the list	{ members }
DELETE	/v1/tenants/{t}/queues/{queueRef}	—	204 — see Deleting

{
  "name": "Sales",
  "strategy": "ROUND_ROBIN",
  "ring_timeout_seconds": 20,
  "max_wait_seconds": 120,
  "overflow_queue_ref": "sales-backup",
  "max_active_calls": null,
  "hold_audio_asset_id": 12,
  "status": "ACTIVE"
}

queue: { id, ref, name, strategy, ringTimeoutSeconds, maxActiveCalls, maxWaitSeconds, overflowQueueId, holdAudioAssetId, status }. members: [{ id, ref, name, role, availability, priority }].

Field	Values	Omitted
name	required, ≤255 chars	—
strategy	RING_ALL, ROUND_ROBIN, PRIORITY	ROUND_ROBIN
ring_timeout_seconds	5–60	null
max_wait_seconds	5–86400	null
overflow_queue_ref	another queue of this tenant (not the queue itself)	null
max_active_calls	1–10000	null
hold_audio_asset_id	an audio asset id (a positive integer)	null
status	ACTIVE, DISABLED	ACTIVE
members	at most 1000, each agent once	—
member agent_ref	an agent of this tenant	—
member priority	1–1000	1

• strategy:
  • RING_ALL — every available member is offered the call at once; the first to accept takes it; a decline withdraws it only for that agent.
  • ROUND_ROBIN — one available member at a time, longest-available first.
  • PRIORITY — lowest priority member first, then by agent id.
  • With ROUND_ROBIN and PRIORITY, a decline passes the call to the next member; the customer keeps waiting. An agent who declined is not offered that call again. Once every member has declined, the call waits until someone new becomes available, its max_wait_seconds runs out, or the customer hangs up.
• ring_timeout_seconds (ROUND_ROBIN / PRIORITY) — how long one member is offered a call before it passes to the next member. It counts as a missed offer for the tenant's auto-offline policy. A member who missed it is skipped until every other available member has had it; then a new round starts, so a lone member is offered it again. null: an offer rings until it is answered or the customer hangs up. RING_ALL ignores it.
• max_wait_seconds — how long a call may wait unanswered after entering the queue (on arrival, or when an IVR transfers it). After that it moves to overflow_queue_ref and waits again there, up to 3 hops. With no overflow queue, or after 3 hops, it ends as TIMEOUT (terminatedBy: SYSTEM). null: no limit. Calloop still ends a call that has rung unanswered for about a minute, the lifetime of a ringing WhatsApp call, in case the provider's end event is lost.
• max_active_calls — cap on calls being handled from this queue at once (e.g. 1 for a single shared line).
• hold_audio_asset_id — what customers hear while waiting after an IVR transfer.