--- title: HBX - Call Queue Setup description: A step-by-step guide for HBX Admins on how to review and configure call queue forwarding settings within the HBX Admin Portal, ensuring correct routing to the main line and voicemail. --- [Skip to content](https://knowledge.untangledict.com.au/hbx-call-queue-setup#main-content) English Show submenu for translations [Raise a Support Ticket](https://knowledge.untangledict.com.au/kb-tickets/new?hsLang=en) [![untangled\_logo\_hz\_pos](https://knowledge.untangledict.com.au/hs-fs/hubfs/untangled_logo_hz_pos.png?width=292&height=80&name=untangled_logo_hz_pos.png)](https://knowledge.untangledict.com.au/?hsLang=en) - Home - Products - Pricing - Blog - Company Open main navigation Close main navigation - Home - Products - Pricing - Blog - Company - English Show submenu for translations - [Raise a Support Ticket](https://knowledge.untangledict.com.au/kb-tickets/new) - Go to www.untangled.com Go to www.untangled.com Looking for answers? Search our knowledge base to find solutions quickly. - There are no suggestions because the search field is empty. 1. [Untangled Help Centre](https://knowledge.untangledict.com.au/?hsLang=en) 2. [Untangled HBX](https://knowledge.untangledict.com.au/untangled-hbx?hsLang=en) 3. [HBX Admin](https://knowledge.untangledict.com.au/untangled-hbx?hsLang=en#hbx-admin) # 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](https://knowledge.untangledict.com.au/hbx-call-queue-setup#login) 2. [Navigate to Users](https://knowledge.untangledict.com.au/hbx-call-queue-setup#user) 3. [Select the Main Line Call Queue](https://knowledge.untangledict.com.au/hbx-call-queue-setup#main) 4. [Verify Answering Rules](https://knowledge.untangledict.com.au/hbx-call-queue-setup#rules) 5. [Update Call Forwarding Settings](https://knowledge.untangledict.com.au/hbx-call-queue-setup#forwarding)   ### 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: - - **HBX Portal** - [https://hbx.untangled.com.au/](https://hbx.untangled.com.au/) - **PBX Portal** - [https://pbx.overthewire.com.au/portal/](https://pbx.overthewire.com.au/portal/) - 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. ![](https://knowledge.untangledict.com.au/hs-fs/hubfs/image-png-Sep-26-2025-06-03-25-6520-AM.png?width=670&height=89&name=image-png-Sep-26-2025-06-03-25-6520-AM.png)     ### 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**).   ![](https://knowledge.untangledict.com.au/hs-fs/hubfs/image-png-Sep-26-2025-06-13-12-9411-AM.png?width=670&height=66&name=image-png-Sep-26-2025-06-13-12-9411-AM.png)   ![](https://play.vidyard.com/5QbMt2MNoCwqU8wbnkvAGD.jpg)     📝**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: ![](https://knowledge.untangledict.com.au/hs-fs/hubfs/image-png-Sep-26-2025-06-23-09-9939-AM.png?width=670&height=205&name=image-png-Sep-26-2025-06-23-09-9939-AM.png)   ![](https://play.vidyard.com/ehyX52x4ArVJb6gZkLPeGU.jpg)     **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.   ![](https://knowledge.untangledict.com.au/hs-fs/hubfs/image-png-Sep-26-2025-06-37-09-3511-AM.png?width=670&height=116&name=image-png-Sep-26-2025-06-37-09-3511-AM.png)   ![](https://play.vidyard.com/zFKpCWnKvcWMeRDukNwiqb.jpg)     - 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.   ![](https://knowledge.untangledict.com.au/hs-fs/hubfs/image-png-Sep-26-2025-06-42-36-9169-AM.png?width=670&height=260&name=image-png-Sep-26-2025-06-42-36-9169-AM.png)   ##### **Contact Us.** Call or text our support team on **0480 006 410**, alternatively you can [raise a ticket](https://knowledge.untangledict.com.au/kb-tickets/new?hsLang=en) or email **support@untangled.com.au** - [Getting Started](https://knowledge.untangledict.com.au/getting-started?hsLang=en#main-content) - [Troubleshooting & Support](https://knowledge.untangledict.com.au/getting-started?hsLang=en#troubleshooting-support) - [First Time Set Up](https://knowledge.untangledict.com.au/getting-started?hsLang=en#first-time-set-up) - [Onboarding Guides](https://knowledge.untangledict.com.au/getting-started?hsLang=en#onboarding-guides) - [Using Dialpad](https://knowledge.untangledict.com.au/using-dialpad?hsLang=en#main-content) - [Dialpad Users](https://knowledge.untangledict.com.au/using-dialpad?hsLang=en#dialpad-users) - [Dialpad Admin](https://knowledge.untangledict.com.au/using-dialpad?hsLang=en#dialpad-admin) - [Hardware Configuration](https://knowledge.untangledict.com.au/using-dialpad?hsLang=en#hardware-configuration) - [Dialpad Knowledge Bites](https://knowledge.untangledict.com.au/using-dialpad?hsLang=en#dialpad-knowledge-bites) - [Untangled HBX](https://knowledge.untangledict.com.au/untangled-hbx?hsLang=en#main-content) - [HBX User](https://knowledge.untangledict.com.au/untangled-hbx?hsLang=en#hbx-user) - [HBX Admin](https://knowledge.untangledict.com.au/untangled-hbx?hsLang=en#hbx-admin) - [Devices](https://knowledge.untangledict.com.au/devices?hsLang=en#main-content) - [Yealink](https://knowledge.untangledict.com.au/devices?hsLang=en#yealink) - [Jabra](https://knowledge.untangledict.com.au/devices?hsLang=en#jabra) - [Mobiles](https://knowledge.untangledict.com.au/mobiles?hsLang=en) - [Internet](https://knowledge.untangledict.com.au/internet?hsLang=en) - [Accounts](https://knowledge.untangledict.com.au/accounts?hsLang=en#main-content) - [Active Billing](https://knowledge.untangledict.com.au/accounts?hsLang=en#active-billing) - Home - Products - Pricing - Blog - Company [![Untangled\_Logo\_Icon\_POS White background](https://knowledge.untangledict.com.au/hs-fs/hubfs/Untangled_Logo_Icon_POS%20White%20background.png?width=30&height=30&name=Untangled_Logo_Icon_POS%20White%20background.png "Untangled_Logo_Icon_POS White background")](https://www.untangled.com.au/) Untangled Help Centre | 0480 006 410  Copyright © 2025, Untangled