When an extension is offline or already in use, you may want the call to bypass or ignore that agent. This will allow the call to ring normally and be answered in a timely manner or pass onto the timeout destination.
To activate this setting, sign into the dashboard and open Configuration > Call Queues
Then open the queue you wish to have the changes made to and scroll down to the section with the heading Agents
Change the option marked Ring when in use/offline and change the setting to Yes
Scroll to the bottom of the page and press Save