A queue is a waiting area where incoming or outgoing phone callsare temporarily stored and managed until they can be distributed automatically to agents (or picked manually) for handling.

Leave or join a call queue

Your phone can have one or multiple lines as your administrator configures.

Your administrator configures call queue and customer assist for your phone. For more information on Webex calling call queue configuration, see Call Queue. For more information on Webex calling customer assist, see Customer Assist.

If you are added as an agent, you can join or leave a call queue.

Before you begin

Your administrator configures you as an agent in call queue or customer assist. For more information, see Configure call center on 9800/8875.

1

Choose one of the following methods to manage join or unjoin status of the call queue on the phones which are under same user account.

  • On the home screen of a single line phone:

    Select Queues.

  • For a multi-line phone select the primary line:

    For 9841, 9851, and 9861 phones Press Agents > Queues.

    Icon for 9871 and 8875 for common topics Tap More(…) > Queues.

Only the primary line supports the join/unjoin on the phone. Hence, no Queues softkey or button is available on any other lines.

You can see join/unjoin status queue in the Queues screen. Also, the join/unjoin status queue information of the phone and the server synchronizes.

2

For 9841, 9851, and 9861 phones Press Leave to leave the call queue.

The join/unjoin status of call queue on For 9841, 9851, and 9861 phones changes to Not joined. The Icon for 9871 and 8875 for common topics phone which is under the same user account, and the server attains the same join/unjoin status.

If an agent status is Not joined, they will not able to recieve any incoming calls for that queue.

3

Icon for 9871 and 8875 for common topics Tap Join.

The join/unjoin status of the call queue changes to Join for For 9841, 9851, and 9861 phones phone which is under the same user account, and the server.

If an agent status is Joined, they will be able to recieve any incoming calls for that queue.