> 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
This article aims to explain the main features of **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.
***
### What is the Initializer Block?
The **Initializer Block** is the configuration point in the call flow that defines:
* Whether the system can **Make Calls** (outgoing calls).
* Whether the system can **Receive Calls** (passive/incoming calls).
* How the service queue will work (waiting time and distribution mode).
It is essential to ensure an appropriate service flow, whether for small or large teams.
***
### Main Settings
#### Make and Receive Calls
1. **Make Calls**:
* When enabled, the system will be able to 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 Waiting Time
* Set in **seconds** how long the customer can wait 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 waiting 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: a on-call cell phone number, 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.
* Message example: “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 call distribution mode for operators:
1. **Simultaneous**
* All operators receive the call at the same time.
* The first one to answer takes over the service.
* Ideal for more agile teams, where everyone can answer at any time.
2. **Random**
* The system randomly chooses the operator who will receive the call.
* Useful for distributing the workload evenly when there is no priority among agents.
3. **Sequential**
* Calls go from one agent to another following the **configured priority** in the system (operators' queue order).
* Only if the first one does not answer does the next one in the list receive the call.
* Recommended for teams with different specialties or support levels.
***
### Make All Users Operators
At the bottom of the Initializer Block, there is a button to **“Make all users operators”**.
* When clicked, all users registered in the system become operators able to receive calls.
* It is a shortcut that speeds up mass configuration, if the whole team needs to answer calls.
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