Call queues temporarily hold calls in the cloud when all users (agents) assigned to receive calls from the queue are unavailable. When agents become available, the queued calls are routed according to the call routing settings you have determined for the call queue.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click . |
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On the Basics page, enter the following information, and then click Next.
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On the Call Routing page, choose one of the following options, and click Next.
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On the Overflow Settings page, determine how overflow calls are handled. Choose one of the following options from the drop-down menu:
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You can also enable the following overflow settings:
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Click Next. |
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On the Announcements page, you can determine the messages and music that callers hear while waiting in the queue. You can enable any of the following options:
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Click Next. |
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On the Select Agents page, use the search tool to add users or workspaces to the call queue, and click Next.
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On the Review page, review your call queue settings to make sure you've entered the correct details. |
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Click Create and Done to confirm your call queue settings. |
Example
Want to see how it's done? Watch this video demonstration on how to create a new call queue in Control Hub.
You can disable a previously created call queue.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to disable from the list. |
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In the side panel, toggle Enable Call Queue to off to disable the call queue. |
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Click Save. |
You can change the language, number of calls for the queue, and the caller ID for your call queue.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Settings, click Manage. |
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Edit any of the following fields:
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Click Save. |
You can change your call queue phone number and add up to 10 alternate numbers.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Phone Number, click the number assigned. |
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Edit the Phone Number and/or Extension. |
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Add Alternate Numbers using the search function. |
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Enable or disable Distinctive Ringing for the alternate numbers assigned to the call queue by clicking the toggle. |
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In the table, select the ring pattern to assign to each alternate number using the drop-down menu in the Ring Pattern column. |
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Click Save. |
You can forward all incoming calls dependent on a set of criteria that you define.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, click Call Forwarding. |
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Toggle the Call Forwarding feature on. |
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Choose from one of the following options:
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Assign the number you want to forward calls to. If you have chosen Always Forward Calls, click Save.
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If you choose Selectively Forward Calls, create a rule by clicking Add When to Forward or Add When Not to Forward. |
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Create a Rule Name. |
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For When to Forward or When Not to Forward, select a Business Schedule and Holiday Schedule from the drop-down menu. |
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For Forward To, select at least one option from Default Phone Number or add a Different Phone Number. |
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For Calls From, select Any Number or Selected Numbers with at least one option from the following:
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For Calls To, select a number or alternative number from the drop-down menu, so that calls are forwarded when a call is received to this number in your organization that you define. |
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Click Save. |
What to do next
Once a rule is created, you can enable or disable a rule using the toggle beside the rule in the table. You can also change
or delete a rule at any time by clicking Edit or .
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Agents, click Manage. |
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Use the search tool to add users or workspaces. |
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To remove a user or workspace, click |
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Click Save. |
You can change the call routing pattern of your existing call queue.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Call Routing, click the call routing pattern assigned. |
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Edit the following options:
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Click Add User to edit the list of agents. |
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Click Save. |
The overflow settings determine how your overflow calls are handled when the call queue becomes full.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Overflow Settings, click Manage. |
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Check or uncheck the boxes next to the following settings to enable or disable:
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Choose how to handle new calls when the queue is full:
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Check or uncheck the boxes next to the following settings to enable or disable:
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Click Save. |
Bounced calls are those that were sent to an available agent, but the agent does not answer. These calls are then placed back into the queue at the top of all the queued calls. You can edit how bounced calls are handled.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Bounced Calls, click Manage. |
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Select the toggle next to any of the following options to enable or disable the setting:
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Enable or disable Distinctive Ringing for bounced calls. If enabled, choose the ring pattern from the drop-down menu.
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Click Save. |
Call queue announcements are messages and music that callers hear while waiting in queue. You can manage your announcement settings for an existing call queue.
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From the customer view in https://admin.webex.com, go to Services, and click . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Announcements, click Manage. |
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Edit any of the following announcement setting services: |
Play a message when callers first reach the queue.
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Enable Welcome Message.
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Select the Welcome message is mandatory check box.
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Choose a Message Type with one of the following:
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Click Save. |
Notify the caller with either their estimated wait time or position in the queue.
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Enable Estimated wait message for queued calls.
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Set the Default Handling Time in minutes. |
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Choose how you want to announce the queue position or wait time.
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Select Play high volume message to play an announcement when all volumes are higher than the maximum queue position defined. |
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Click Save. |
Allows callers to receive a Call Back to the phone number provided when their original position in the code reaches. The phone number verifies against a location’s outgoing calls policy.
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Enter Minimum estimated time for call back options in minutes. Determines at what estimated wait time, the caller receives the call-back option. |
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Allow iternational call-back number prompt. Allow International users wanting a Call Back to enter their country code. Call Back numbers validate against a location's policy on outgoing calls. |
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Click Save. |
Play a message after the welcome message and before hold music. It is typically a custom announcement that plays information, such as current promotions or information about products and services.
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Enable Comfort Message. |
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Set the time in seconds for a caller to hear the comfort message. |
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Choose from one of the following Message types:
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Click Save. |
Play music after the comfort message in a repetitive loop.
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Enable Hold Music.
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Select an alternate source of music for internal calls. |
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Choose from one of the following message types:
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Click Save. |
You can view queue and agent stats.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Call Queue, and then find the call queue from the list. |
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Click the |
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Select Call Queue Stats. You’re cross-launched to the Calling Admin Portal where you can generate a queue or agent stats report. For more information, click here. |
You can generate call queue reports with details on all inbound calls that reached the call queue.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click .You’re cross-launched to the Calling Admin Portal where you can generate a call queue report. For more information, click here. |
You can add and manage call queues in bulk using a call queue CSV. For more information, see Webex Calling call queue CSV file format reference.