You will first need to navigate to control.callharbor.com and sign in using your manager portal credentials. You will then click on the "Call Queue" tab.

 

Once there, you will see a list of your queues. If you would like to edit a queue, you can click on the Call Queue name or the edit pencil icon to the right of the list.

 

 

After selecting the queue you want to edit, you will first see the "Basic" tab below. Here you can edit the queue name, department, ring type, call recording and statistic reporting. Please note, you can NOT change the queue extension.

 

There are multiple ring types that you can choose from to best suit your call flow:

 

• Round-robin will ring the agent that has been idle the longest.
  • e.g. John has not received a call for 10 minutes and Sue has not received a call for 15 minutes. Sue will receive the next call.
• Ring All will ring all agents that are online in the queue.
• Linear Hunt will ring agents based on their order that you set up in the agents tab. You can have multiple agents assigned to an certain ring order.
  • e.g. Sue is first in the ring order and John is second in the ring order. When a call comes in, it will ring Sue first. After a set amount of time, the call will stop ringing Sue and start ringing John.
• Linear Cascade is similar to Linear Hunt, however, the call will continue to ring the previous group in the order.
  • e.g. Sue is first in the ring order and John is second in the ring order. When a call comes in, it will ring Sue first. After a set amount of time, the queue will start ringing John's phone along with Sue.
• Call Park sets the queue as a system wide hold. Please note, this queue type is not meant to distribute calls. Please click here if you would like to learn how to set up a call park.

 

 

The next tab is "Pre Queue Options". Here you can adjust the options that are checked before the caller is put in the queue.

 

 

The next tab is "In Queue Options". The options in this tab will look a little different depending on which ring type you selected.

 

Ring All In Queue Options:

 

Round-robin In Queue Options:

 

Linear Hunt/Cascade In Queue:

 

 

• Queue Ring Timeout will set the time until the call follows the "If unanswered' rule.
• Agent Ring Timeout will set the time until the calls rollover to the next order (This is only available in Round-robin and Linear Hunt/Cascade)
• Initial Agent Group to Ring is the group/order that you would like to ring first. To learn more about call group orders for Linear Hunt/Cascade queues, please click here.
• Agent Group to Add After Timeout is to select how many groups you want to add after the Agent Ring Timeout has been reached.