The queues follow the FIFO (first in, first out) principle, meaning that the caller that entered the queue first will be the first caller offered to an agent. Each queue has a limited amount of positions, which are configurable in the call limit settings, see also 7.5.13 Call limit.

Once a call is answered, ended by the caller or forwarded to another destination, the call will leave the queue and all remaining callers in the queue will move one position up in the queue.

When a new caller enters the queue, the caller will be added to the first free position in the queue.