> ## 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, rosters and budgets

> What you may change about how calls are distributed, what stays with the organisation admin, and the one thing about team budgets worth checking before you rely on one.

Rostering is the part of the role with real write access. You can change how
calls reach people; you cannot change who the people are.

## Queues

You may create, edit and delete queues, and add and remove their members —
**any queue in the organisation**, not only your own team's. A queue carries
an optional team, and that is a label for filtering rather than a fence.

Adding somebody who is already a member is how you change their **priority**:
the add replaces it rather than failing. Priority decides who is offered a
call first.

<Note>
  The Members dialog adds everyone at priority 1 and has no editor for it.
  Setting a different priority is an API call today.
</Note>

A member must be an agent in that queue's own organisation. Nothing in the
database would stop one tenant's queue rostering another's agent, so the
server checks it and refuses by name.

A **virtual agent can be a queue member**. Nothing about a queue assumes a
member is a handset.

## Teams

You can see the teams, who is on them and what each is allowed to spend. You
cannot change any of it. Adding an agent to a team and setting their skill
level are the organisation admin's, because that is a statement about
somebody's job rather than about today's call distribution.

Two different numbers are easy to confuse:

|                                   | Set by                 | Decides                                 |
| --------------------------------- | ---------------------- | --------------------------------------- |
| **Priority**, on a queue member   | you                    | who a call is offered to first          |
| **Skill level**, on a team member | the organisation admin | how the team rates that person, 1 to 10 |

## Team budgets

A team can carry a budget and a period — daily, weekly or monthly — which is
a second limit alongside the organisation's balance: a team can be cut off
while the tenant still has credit. Where a budget is enforced, a prepaid call
is capped to the seconds the remaining budget will pay for, and the refusal
names the team rather than the balance, because *insufficient credit* against
a healthy balance is a baffling thing to read.

<Warning>
  **Check before you rely on one.** Enforcement reads a budget *period* for
  the team covering today. The amount and the cadence typed on the team are
  stored and displayed, and nothing in the product creates that period row, so
  a budget typed in the panel does not by itself stop a call. Treat a team
  budget as a figure you are tracking, not as a limit that will act.
</Warning>

Free calls are outside it either way. An internal call, or one over a carrier
you own, is not rated at all, so no budget applies to it.