Published 10 March 2025
Only HBX Admins have the necessary permissions to manage or change call routing settings. If you need adjustments made to your call routing, please reach out to your HBX Admin for assistance.
In the HBX Admin Portal, Call Queues are used to manage and organise call routing within your system. This feature allows you to assign specific operators to departments, branches, ensuring efficient call handling. By adding operators to a call queue, you can ensure that calls are routed appropriately, whether they are directed to your mainline or a specific team or location.
1. Login to your HPBX Admin Portal:
- https://hbx.untangled.com.au/
- https://pbx.overthewire.com.au/portal/
2. Once you reach the home screen, select Call Queues.
3. On the Call Queue Page, select the specific call queue or call routing you wish to update by clicking on the desired queue listed under the Agents Column.
4. Click on Add Agent
Here is our setup guide to adding a new operator within your call routing:
- Agent Phone: Choose the user extension
- Naming conventions by default:
|
extension numberd Example: 2026d |
Where d means Deskphone |
|
extension numberm Example: 2026m |
Where m means Mobile App (OTW Mobile or Snap Mobile) |
|
extension numberp or wp Example 2026p or 2026wp |
Where p or wp means Desk webphone |
Once you've selected the agent phone, the only thing we suggest editing is Maximum Simultaneous calls, by default we leave this at 3 calls to be active simultaneously in the queue. Any additional calls will be queued until there's an available line. This is particularly useful for managing call traffic during peak times, ensuring smooth and efficient handling of calls without overloading your system. However, this may still vary depending on client requests.
Lastly, don’t forget to click Save Agent to ensure that your updates are applied successfully.
And that’s it! You’ve successfully added an operator to your designated call routing. If you find the steps complicated or if your team doesn’t have the time to make these updates, feel free to reach out to our concierge support team and we are always ready to provide assistance via phone call 0480 006 410 or email support@untangled.com.au