> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/voip/how-the-voip-queue-works/initializer-block-voip.md).

# Initializer Block - VoIP

<figure><img src="/files/696d288bacbfee171f0e58dbb27ecbe282ab868d" alt=""><figcaption></figcaption></figure>

This article aims to explain the main features of the **Initializer Block** in Sprinthub's VOIP system. This block is responsible for managing how calls are distributed to agents and what happens if the waiting time is exceeded.

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### What is the Initializer Block?

<figure><img src="/files/244efd4521c88ecb193681fdf47fa6840a6cfae2" alt=""><figcaption></figcaption></figure>

The **Initializer Block** it is the configuration point in the call flow that defines:

* Whether the system can **Make Calls** (outgoing calls).
* Whether the system can **Receive Calls** (incoming/passive calls).
* How the service queue will operate (waiting time and distribution mode).

It is essential to ensure an appropriate service flow, whether for small or large teams.

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### Main Settings

<figure><img src="/files/fc6f66d0f59f511197cf5d9b452eeccf2df475c2" alt=""><figcaption></figcaption></figure>

#### Make and Receive Calls

1. **Make Calls**:
   * When enabled, the system can initiate outgoing calls to customers or other numbers.
2. **Receive Calls**:
   * When enabled, the system will be able to receive external calls.
   * If disabled, no calls can enter the queue.

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#### Maximum Wait Time

* Set in **seconds** how long the customer can remain waiting in the queue until the next action.
* Example: if set to 120 seconds, after this period the call takes a defined destination (redirect or message).

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#### Action After Maximum Time

When the maximum wait time is reached, you have two options:

1. **Redirect to Number**
   * Enter the phone number to which calls will be forwarded if the maximum time is exceeded.
   * Example: the number of an on-call mobile, another team, or even an external provider.
2. **Play Message**
   * When the configured time is exceeded, the system plays an audio message to the customer.
   * Example message: "Hello, no agent is available at the moment. Please try again later."

> **Note:** Choose only **one** of these options (redirect **or** play message).

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### Service Modes

The Initializer Block allows you to define the distribution mode of calls to operators:

1. **Simultaneous**
   * All operators receive the call at the same time.
   * The first to answer takes the call.
   * Ideal for more agile teams where everyone can answer at any time.
2. **Random**
   * The system randomly selects the operator who will receive the call.
   * Useful to distribute load evenly when there is no priority among agents.
3. **Sequential**
   * Calls pass from one agent to another following the **configured priority** in the system (operators' queue order).
   * Only if the first does not answer does the next on the list receive the call.
   * Recommended for teams with different specialties or support levels.

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### Make All Users Operators

At the bottom of the Initializer Block, there is a button to **"Make all users operators"**.

* By clicking, all users registered in the system become operators eligible to receive calls.
* It is a shortcut that speeds up mass configuration in case the entire team needs to answer calls.


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