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Home > Manager Portal > Call Handling > How to Create a Call Queue?
How to Create a Call Queue?
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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.

3. Click Create Call Queue

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.

Pre Queue Options


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


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


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



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


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

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