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HBX - Call Queue Setup

Published 26 September 2025

 

Overview

To ensure that calls to the main line are properly routed through the designated call queue and voicemail by configuring answering rules in the HBX Admin Portal.

 

Note: Only HBX Admins have the necessary permissions to manage or change call routing settings. If you require changes and are not an Admin, please contact your HBX Administrator for assistance.

 

Steps

  1. Login to HBX Admin Portal

  2. Navigate to Users

  3. Select the Main Line Call Queue

  4. Verify Answering Rules

  5. Update Call Forwarding Settings

 

1. Login to your HBX Admin Portal

  • Pull up a browser
  • Navigate to your HBX admin portal tenancy, which could either be of the two:
  • Enter your HBX Admin credentials to log in.

 

Note: Only HBX Admins have permissions to manage call routing settings. If you do not have access, contact your HBX Admin.

 

2. Navigate to Users

 

  • Once logged in and on the home screen, click on Users in the top navigation or dashboard.

 

 

3. Select the Main Line Call Queue

 

  • From the user list, locate and select the Main Line Call Queue.

  • This will typically have an Extension in the 5000 range (e.g., Call Queue - 5000).

 

 

 

 

📝Reminder: HBX Extension Numbering Guidelines

To help keep your phone system organized and running smoothly, we’ve set some simple rules for assigning extension numbers:

 

  • User Extensions: Assign extensions within the 2000–3999 range.
  • Call Queues: Assign extensions within the 5000–5999 range.
  • Park Queues: Assign extensions within the 7000–7050 range.
  • Auto Attendants (IVRs): Assign extensions within the 9000–9099 range.

 

Following these ranges ensures consistency across your system and avoids any conflicts.

 

 

4. Verify Answering Rules

 

  • On the Main Line Call Queue page, click on Answering Rules.

  • Under Default, ensure the setup reflects the following:

     

 

 

 

Note: If the setup appears to be incorrect, please refer to Step 5 to make the necessary adjustments.

 

 

5. Update Call Forwarding Settings

 

  • Click the pencil (edit) icon on the right-hand side of the Default rule.

 

 

 

 

  • Ensure Call Forwarding Always is checked.

    • Click the field and type 5000.

    • Select Call Queue - 5000 from the dropdown.

  • Ensure Forward When Unanswered is checked.

    • Click the field and type 5000.

    • Select Voicemail - 5000 from the dropdown.

  • Save Changes.

 

 

Contact Us.

Call or text our support team on 0480 006 410, alternatively you can raise a ticket or email support@untangled.com.au