There was a problem loading the comments.

How to Create a Call Queue?

Support Portal  »  Knowledgebase  »  Viewing Article

  Print
This article assumes that you are already signed into the CallHarbor portal with office manager privileges. If you do not have a login to CallHarbor or you do not have the correct privileges please reach out to CallHarbor support.

To add a call queue, click the Add Call Queue button. The Add a Call Queue popup window will appear.
3548dce088d09a4104a1490a386ccec618bcf2705a5eabd739b5e656ca8e333c7f8844d92a766750?t=65bc8e9736f74d78327e235bf16e6ca5
3. Click Create Call Queue
6d27f4973d93ea1d6c2bb730a5b0ffd24d9d7f615f8f087a6bdb2e8351919e377d8cab4e60f4af39?t=31ba544d9ac68aa536229d7e63f0bf7e
Enter the name you wish to give the call queue, as well as a new extension not currently in use on your system. Next select the type of call queue you are creating. The type of call queue will determine the settings that will need to be set. Call Parks is the only type without additional settings.
373eaf6fdb96919c8fba6887d64909f016a4d634011553d15030bd3cb6934ae3dd04b7e7cbe14b51?t=5cfd121223ed22dfb1071bdcaf52b653
Pre Queue Options
5b21e274cd1abece8f5ca0a2546302a54e483f29175c9bb9e9f85d71aaccd98014fcdf8fc73425e3?t=925562dfac952357794776c9f7f4a2bc

Pre Queue Options are the same for Round Robins, Ring Alls, Linear Hunts, and Linear Cascades.

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 will play music will the caller waits and Ringback will play a ringing sound back to the caller

Require intro MOH: If set to yes, any intro MOH files will be played in completion before the call is sent to agents. To learn about intro MOH files, please click here.

Max Expected Wait: the average wait time at which a call will follow forward unavailable instead of going to the call queue

Max Queue Length: the amount of callers that can be in the call queue before a call will follow forward unavailable instead of going to the call queue

Allow Callback option: If set to yes, will prompt the caller to leave call back options rather than waiting on hold

Forward if unavailable: The extension, number, or phone that the call should be forwarded to if the call queue is unavailable

Round Robin In Queue Options
48cb5a02ff0872efd9e472295a44c740e00686d422fea1306b8b4ef60ce21eda48ff4839875e340d?t=5acc9f2f08f243c38f52ac2649f2d855

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.

Forward if unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue

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 not set

Ring All In Queue Options
e000b46f1a423866ad98529bc92749406562a87516938d08d6221a6c83f4cad9a3041e21ddfcabe0?t=16cad98c47c768d32173f53454371882

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.

Forward if unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue

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 not set

Linear Hunt In Queue Options

747f0822f9b5947d1047619b55f70f5f2df7c8e8bbbddd563878c07c407a2b90645e191b76d99743?t=554e0ecab1eecd06e8265df6012da6ff

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 onto 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.

Forward if unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue

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 not set

Linear Cascade In Queue Options
cfa503253dcf5f7f636d2bc2165427f295a55acc22e2d2cb3b6bc3e4e421e3378349323993ba0a74?t=dfad4a111c27b642db3194eaaaa9511d

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.

Forward if unanswered: The extension, number, or phone that the call should be forwarded to if the call is not answered in the queue

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 not set

Share via
Did you find this article useful?  

Related Articles

© CallHarbor