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This article assumes you are logged into the Manager Portal as an Office Manager, or Site Manager.
If you do not know your login name or password, please click here or contact CallHarbor Support.
1. Select the Call Queues tab
2. Click Add Call Queue
3. The Add a Call Queue popup window is opened
4. Enter a name and extension for the call queue. The extension should be in the 400-599/4000-5999 range, unless creating a call park. Call Parks must be in the 700-799/7000-7999 range in order to work. Enter a department and site, if necessary.
When entering the extension number, if the extension is not currently in use on the system, a New badge will appear. If the extension is in use by the system, a warning badge will appear
5. Select the type of call queue:
Call Park
To learn more about the call queue types, please click here.
Round Robin
Phone Number: Any phone numbers that are set to available in the inventory will be displayed in the list. Selecting a phone number will set it as the direct phone number to the queue.
Record Calls: Record all queue calls. Recordings of calls are available in the call history. This option will not be editable if recording is turned on for your entire phone system.
Statistics: Collect statistics of the call queue for the call center. Set to yes by default.
Message to Agent: Play a customizable message to the agent when they answer a call. This message plays when an agent has the Request Confirmation option enabled. The message is configurable after the call queue is added.
Pre Queue Options
Require Agents: If set to yes, at least one agent must be online, or the call will follow the forward if unavailable setting.
Queue Audio: Music on Hold (MOH) will play music while the caller waits, and Ringback will play a ringing sound back to the caller. To learn more about uploading MOH, please click here.
Require intro MOH: If set to yes, the introduction MOH file will be played in completion before the call is sent to agents. If set to no, the intro MOH file does not need to complete playing before dispatching to agents. If set to yes, an intro MOH must be uploaded or the queue will not work. To learn more about setting the intro MOH, please click here.
Max Expected Wait: The average wait time of the queue at which a call will follow forward unavailable instead of going to the call queue.
Max Queue Length: The number of callers that can be waiting in the call queue before a call will follow forward unavailable instead of going to the call queue
Forward if unavailable: The extension, number, or phone that the call should be forwarded to if the call queue is unavailable.
In Queue Options
Queue Ring Timeout: the amount of time that a caller can be on hold in a call queue before following the forward if unanswered setting.
Agent Ring Timeout: the amount of time that the phone will ring for each agent before transferring to another agent.
Logout agent on missed call: If set to yes, when an agent misses a call, they will be logged out or made offline in the call queue and will need to go online to receive calls from the queue again.
Enable Voicemail: Callers will be given the option to leave a voicemail if agents fail to answer before the Queue Ring Timeout and forward if unanswered is set to stay in queue or send to voicemail.
If unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue.
Stay In Queue
Once the queue timeout is hit for a caller, stay in queue will give the caller the option to continue holding in the queue or leave a voicemail if voicemail is enabled for the queue. If the caller chooses to stay in the queue, they will be returned to their spot in the queue, and if they choose voicemail, the voicemail message will be left in the queue's voicemail box. If voicemail is not enabled, the caller will not be given the option to leave a voicemail.
Forward to Destination
Once the queue timeout is hit for a caller, forward to destination will forward the caller to the destination entered in the Forward destination textbox. Auto Attendants, Voicemail boxes, Call Queues, Extension, or Phone numbers can be selected as the forward destination. The caller does not have the option to stay on hold in the queue.
Send to Voicemail
Once the queue timeout is hit for a caller, send to voicemail will send the caller to the queue's voicemail box. Voicemail must be enabled for the queue. The caller does not have the option to stay on hold in the queue.
SMS
SMS queues can be created, however, we do not recommend using the SMS queues as once a conversation is accepted by an agent, only that agent has access to view the conversation and another agent cannot take over.
CallHarbor Messenger, a premium feature, can handle sharing SMS conversations across users.
Tiered Round Robin
Phone Number: Any phone numbers that are set to available in the inventory will be displayed in the list. Selecting a phone number will set it as the direct phone number to the queue.
Record Calls: Record all queue calls. Recordings of calls are available in the call history. This option will not be editable if recording is turned on for your entire phone system.
Statistics: Collect statistics of the call queue for the call center. Set to yes by default.
Message to Agent: Play a customizable message to the agent when they answer a call. This message plays when an agent has the Request Confirmation option enabled. The message is configurable after the call queue is added
Pre Queue Options
Require Agents: If set to yes, at least one agent must be online, or the call will follow the forward if unavailable setting.
Queue Audio: Music on Hold (MOH) will play music while the caller waits, and Ringback will play a ringing sound back to the caller. To learn more about uploading MOH, please click here.
Require intro MOH: If set to yes, the introduction MOH file will be played in completion before the call is sent to agents. If set to no, the intro MOH file does not need to complete playing before dispatching to agents. If set to yes, an intro MOH must be uploaded or the queue will not work. To learn more about setting the intro MOH, please click here.
Max Expected Wait: The average wait time of the queue at which a call will follow forward unavailable instead of going to the call queue.
Max Queue Length: The number of callers that can be waiting in the call queue before a call will follow forward unavailable instead of going to the call queue
Forward if unavailable: The extension, number, or phone that the call should be forwarded to if the call queue is unavailable.
In Queue Options
Queue Ring Timeout: the amount of time that a caller can be on hold in a call queue before following the forward if unanswered setting.
Agent Ring Timeout: how long the queue will ring an agent before moving on to the next one.
Logout agent on missed call: If set to yes, when an agent misses a call, they will be logged out or made offline in the call queue and will need to go online to receive calls from the queue again.
Enable Voicemail: Callers will be given the option to leave a voicemail if agents fail to answer before the Queue Ring Timeout and forward if unanswered is set to stay in queue or send to voicemail.
If unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue.
Stay In Queue
Once the queue timeout is hit for a caller, stay in queue will give the caller the option to continue holding in the queue or leave a voicemail if voicemail is enabled for the queue. If the caller chooses to stay in the queue, they will be returned to their spot in the queue, and if they choose voicemail, the voicemail message will be left in the queue's voicemail box. If voicemail is not enabled, the caller will not be given the option to leave a voicemail.
Forward to Destination
Once the queue timeout is hit for a caller, forward to destination will forward the caller to the destination entered in the Forward destination textbox. Auto Attendants, Voicemail boxes, Call Queues, Extension, or Phone numbers can be selected as the forward destination. The caller does not have the option to stay on hold in the queue.
Send to Voicemail
Once the queue timeout is hit for a caller, send to voicemail will send the caller to the queue's voicemail box. Voicemail must be enabled for the queue. The caller does not have the option to stay on hold in the queue.
SMS
SMS queues can be created, however, we do not recommend using the SMS queues as once a conversation is accepted by an agent, only that agent has access to view the conversation and another agent cannot take over.
CallHarbor Messenger, a premium feature, can handle sharing SMS conversations across users.
Ring All
Phone Number: Any phone numbers that are set to available in the inventory will be displayed in the list. Selecting a phone number will set it as the direct phone number to the queue.
Record Calls: Record all queue calls. Recordings of calls are available in the call history. This option will not be editable if recording is turned on for your entire phone system.
Statistics: Collect statistics of the call queue for the call center. Set to yes by default.
Message to Agent: Play a customizable message to the agent when they answer a call. This message plays when an agent has the Request Confirmation option enabled. The message is configurable after the call queue is added
Pre Queue Options
Require Agents: If set to yes, at least one agent must be online, or the call will follow the forward if unavailable setting.
Queue Audio: Music on Hold (MOH) will play music while the caller waits, and Ringback will play a ringing sound back to the caller. To learn more about uploading MOH, please click here.
Require intro MOH: If set to yes, the introduction MOH file will be played in completion before the call is sent to agents. If set to no, the intro MOH file does not need to complete playing before dispatching to agents. If set to yes, an intro MOH must be uploaded or the queue will not work. To learn more about setting the intro MOH, please click here.
Max Expected Wait: The average wait time of the queue at which a call will follow forward unavailable instead of going to the call queue.
Max Queue Length: The number of callers that can be waiting in the call queue before a call will follow forward unavailable instead of going to the call queue
Forward if unavailable: The extension, number, or phone that the call should be forwarded to if the call queue is unavailable.
In Queue Options
Queue Ring Timeout: the amount of time that a caller can be on hold in a call queue before following the forward if unanswered setting.
Enable Voicemail: Callers will be given the option to leave a voicemail if agents fail to answer before the Queue Ring Timeout and forward if unanswered is set to stay in queue or send to voicemail.
If unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue.
Stay In Queue
Once the queue timeout is hit for a caller, stay in queue will give the caller the option to continue holding in the queue or leave a voicemail if voicemail is enabled for the queue. If the caller chooses to stay in the queue, they will be returned to their spot in the queue, and if they choose voicemail, the voicemail message will be left in the queue's voicemail box. If voicemail is not enabled, the caller will not be given the option to leave a voicemail.
Forward to Destination
Once the queue timeout is hit for a caller, forward to destination will forward the caller to the destination entered in the Forward destination textbox. Auto Attendants, Voicemail boxes, Call Queues, Extension, or Phone numbers can be selected as the forward destination. The caller does not have the option to stay on hold in the queue.
Send to Voicemail
Once the queue timeout is hit for a caller, send to voicemail will send the caller to the queue's voicemail box. Voicemail must be enabled for the queue. The caller does not have the option to stay on hold in the queue.
SMS
SMS queues can be created, however, we do not recommend using the SMS queues as once a conversation is accepted by an agent, only that agent has access to view the conversation and another agent cannot take over.
CallHarbor Messenger, a premium feature, can handle sharing SMS conversations across users.
Linear Hunt
Phone Number: Any phone numbers that are set to available in the inventory will be displayed in the list. Selecting a phone number will set it as the direct phone number to the queue.
Record Calls: Record all queue calls. Recordings of calls are available in the call history. This option will not be editable if recording is turned on for your entire phone system.
Statistics: Collect statistics of the call queue for the call center. Set to yes by default.
Message to Agent: Play a customizable message to the agent when they answer a call. This message plays when an agent has the Request Confirmation option enabled. The message is configurable after the call queue is added
Pre Queue Options
Require Agents: If set to yes, at least one agent must be online, or the call will follow the forward if unavailable setting.
Queue Audio: Music on Hold (MOH) will play music while the caller waits, and Ringback will play a ringing sound back to the caller. To learn more about uploading MOH, please click here.
Require intro MOH: If set to yes, the introduction MOH file will be played in completion before the call is sent to agents. If set to no, the intro MOH file does not need to complete playing before dispatching to agents. If set to yes, an intro MOH must be uploaded or the queue will not work. To learn more about setting the intro MOH, please click here.
Max Expected Wait: The average wait time of the queue at which a call will follow forward unavailable instead of going to the call queue.
Max Queue Length: The number of callers that can be waiting in the call queue before a call will follow forward unavailable instead of going to the call queue
Forward if unavailable: The extension, number, or phone that the call should be forwarded to if the call queue is unavailable.
In Queue Options
Queue Ring Timeout: the amount of time that a caller can be on hold in a call queue before following the forward if unanswered setting.
Agent Ring Timeout: how long the queue will ring an agent before moving on to the next one.
Logout agent on missed call: If set to yes, when an agent misses a call, they will be logged out or made offline in the call queue and will need to go online to receive calls from the queue again.
Enable Voicemail: Callers will be given the option to leave a voicemail if agents fail to answer before the Queue Ring Timeout and forward if unanswered is set to stay in queue or send to voicemail.
If unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue.
Stay In Queue
Once the queue timeout is hit for a caller, stay in queue will give the caller the option to continue holding in the queue or leave a voicemail if voicemail is enabled for the queue. If the caller chooses to stay in the queue, they will be returned to their spot in the queue, and if they choose voicemail, the voicemail message will be left in the queue's voicemail box. If voicemail is not enabled, the caller will not be given the option to leave a voicemail.
Forward to Destination
Once the queue timeout is hit for a caller, forward to destination will forward the caller to the destination entered in the Forward destination textbox. Auto Attendants, Voicemail boxes, Call Queues, Extension, or Phone numbers can be selected as the forward destination. The caller does not have the option to stay on hold in the queue.
Send to Voicemail
Once the queue timeout is hit for a caller, send to voicemail will send the caller to the queue's voicemail box. Voicemail must be enabled for the queue. The caller does not have the option to stay on hold in the queue.
SMS
SMS queues can be created, however, we do not recommend using the SMS queues as once a conversation is accepted by an agent, only that agent has access to view the conversation and another agent cannot take over.
CallHarbor Messenger, a premium feature, can handle sharing SMS conversations across users.
Linear Cascade
Phone Number: Any phone numbers that are set to available in the inventory will be displayed in the list. Selecting a phone number will set it as the direct phone number to the queue.
Record Calls: Record all queue calls. Recordings of calls are available in the call history. This option will not be editable if recording is turned on for your entire phone system.
Statistics: Collect statistics of the call queue for the call center. Set to yes by default.
Message to Agent: Play a customizable message to the agent when they answer a call. This message plays when an agent has the Request Confirmation option enabled. The message is configurable after the call queue is added
Pre Queue Options
Require Agents: If set to yes, at least one agent must be online, or the call will follow the forward if unavailable setting.
Queue Audio: Music on Hold (MOH) will play music while the caller waits, and Ringback will play a ringing sound back to the caller. To learn more about uploading MOH, please click here.
Require intro MOH: If set to yes, the introduction MOH file will be played in completion before the call is sent to agents. If set to no, the intro MOH file does not need to complete playing before dispatching to agents. If set to yes, an intro MOH must be uploaded or the queue will not work. To learn more about setting the intro MOH, please click here.
Max Expected Wait: The average wait time of the queue at which a call will follow forward unavailable instead of going to the call queue.
Max Queue Length: The number of callers that can be waiting in the call queue before a call will follow forward unavailable instead of going to the call queue
Forward if unavailable: The extension, number, or phone that the call should be forwarded to if the call queue is unavailable.
In Queue Options
Queue Ring Timeout: the amount of time that a caller can be on hold in a call queue before following the forward if unanswered setting.
Agent Ring Timeout: How long the queue will ring agents before moving on to the next available
Initial Agent Group to Ring: The first group of agents to ring based in the predefined order. All agents in the set group and lower will ring. For example, if you choose 2, the first 2 groups will ring
Agent Group to Add after Timeout: The number of groups that should be added to ring when the Agent Ring Timeout is reached. The queue will ring the first group and added agents simultaneously. For example, if you choose 2 as the previous option and 1 as this option, the first 2 groups would ring, then the 3rd would be added, followed by the 4th
Logout agent on missed call: If set to yes, when an agent misses a call, they will be logged out or made offline in the call queue and will need to go online to receive calls from the queue again.
Enable Voicemail: Callers will be given the option to leave a voicemail if agents fail to answer before the Queue Ring Timeout and forward if unanswered is set to stay in queue or send to voicemail.
If unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue.
Stay In Queue
Once the queue timeout is hit for a caller, stay in queue will give the caller the option to continue holding in the queue or leave a voicemail if voicemail is enabled for the queue. If the caller chooses to stay in the queue, they will be returned to their spot in the queue, and if they choose voicemail, the voicemail message will be left in the queue's voicemail box. If voicemail is not enabled, the caller will not be given the option to leave a voicemail.
Forward to Destination
Once the queue timeout is hit for a caller, forward to destination will forward the caller to the destination entered in the Forward destination textbox. Auto Attendants, Voicemail boxes, Call Queues, Extension, or Phone numbers can be selected as the forward destination. The caller does not have the option to stay on hold in the queue.
Send to Voicemail
Once the queue timeout is hit for a caller, send to voicemail will send the caller to the queue's voicemail box. Voicemail must be enabled for the queue. The caller does not have the option to stay on hold in the queue.
SMS
SMS queues can be created, however, we do not recommend using the SMS queues as once a conversation is accepted by an agent, only that agent has access to view the conversation and another agent cannot take over.
CallHarbor Messenger, a premium feature, can handle sharing SMS conversations across users.
Call Park
Call Parks do not require additional setup beyond the name and extension.
For naming and assigning extensions to call parks, we recommend using the following schema:
Park 1 - 701
Park 2 - 702
Park 3 - 703
Park 4 - 704
Using the same ending number for the park as the park name allows users to easily dial a park without a park button.
