Queue 1

sb.append("<h1>Queue</h1>");

        sb.append("Queues are used when you need to send a call to a group of phones.<br>");

        sb.append(

                "Queues provide advanced call management and reporting features and should be used if you need to track ");

        sb.append("call statistics such as 'Wait Times', 'Abandonment Rate' and 'Average Call times.<br><br>");

        sb.append("<h3>Queue</h3>");

        sb.append(

                "The name of the Queue to send the call to. You can create new Queues from the 'Queue' menu item under the 'Call Handling' menu.<br><br>");

        sb.append("<h3>Timeout</h3>");

        sb.append(

                "Controls how long the call should wait in the Queue before dropping out of the Queue and progressing to the ");

        sb.append("next Step. <br><br>");

        sb.append(

                "You can use the Timeout to fail over to a secondary Queue or send the caller to a Voicemail box if the call ");

        sb.append("isn't answered in a reasonable amount of time.<br><br>");

        sb.append("<h3>Priority</h3>");

        sb.append(

                "As calls enter the queue they can be assigned a priority. The priority can be used when calls from different DIDs ");

        sb.append(

                "are sent to a shared queue. You may have a special phone no. (DID) that you only give to your premium customers. ");

        sb.append(

                "Calls that come in via the premimum DID can be assigned a higher priority (where 1 is the highest).<br>");

        sb.append("Calls with a higher priority will jump ahead in the queue.");

        sb.append("Priorities can be set from 1 to 1000000, where 1 is the highest priority.<br><br>");

        sb.append("<h3>Record</h3>");

        sb.append("If checked start a new recording leg when call answered in queue.");