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Let's assume you have a queue managed by 3 agents. Agent2 logged in first, Agent3 second and Agent1 third. When a call is received, VoipNow searches for the first available operator using the login order: Agent2, Agent3, Agent1. If Agent2 is available, the call is transferred to them. If not, it will be transferred to Agent3. If Agent 3 is not available either, the call will be redirected to Agent1.Ring allIn this case, the queue distributes the call to agents taking into consideration their penalty level.