Agents (extensions) must be added to a queue before they can receive calls from it. You can add or remove agents at any time without affecting live calls.

What you need: Admin or supervisor access to the Nuacom portal.
Where to go: Settings → Queues → open the queue → Manage Agents.
After saving: Always click Update Queue and wait 3–5 seconds before testing.

How to add agents to a queue

Step 1. Open the queue and press Manage Agents:

Step 2. Select the agents you want to add to this queue.

Step 3. Press Update at the bottom of the queue interface to save.

Wait 3–5 seconds. Done — agents will now receive calls from this queue.

Static vs Dynamic agents — which should I use?

Static (default)
Always in the queue — cannot log out themselves.
Best for: dedicated agents who are available all day during business hours.

Dynamic
Can log in and out of the queue at any time using the Nuacom app or a shortcode.
Best for: shift-based teams, part-time staff, or agents covering multiple queues.

To make an agent Dynamic, tick the Dynamic checkbox next to their name when managing agents.

→ Learn more about Dynamic Extensions and all queue settings

Removing an agent from a queue

Same steps as above — open Manage Agents, deselect the agent, and press Update. The agent will stop receiving calls from that queue immediately after saving.

Things to keep in mind

• A queue needs at least one agent available. If no agents are online, the queue's Backup action runs (e.g. forward to mobile or voicemail).
• An agent can be a member of multiple queues at the same time.
• Adding an agent to a queue does not affect their direct extension — they still receive direct calls as normal.
• If you use Agent Priority, agents with a lower number receive calls first. Do not combine priorities with the Linear ring strategy.