Create and Manage Auto Attendants

Ensure that calls are answered and that callers' needs are met. You can add greetings, set up menus, and route calls to an answering service, a hunt group, a voicemail box, or a real person. You can create a 24-hour schedule or provide different options when your business is open or closed.

For information about how to create and manage Auto Attendants, see Manage Auto Attendants in Cisco Webex Control Hub.

Set Up a Hunt Group

You can use hunt groups to automatically route incoming calls to users in your organization. You can define how to route the calls based on the needs of your organization.

You may want to set up hunt groups in the following scenarios:

  • A Sales team that wants sequential routing. An incoming call rings one phone, but if there's no answer, the call goes to the next agent in the list.

  • A Support team that wants phones to ring all at once so that the first available agent can take the call.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Features.

2

Click New Feature and then choose Hunt Group.

3

Enter a Pilot Number and then indicate whether you own the number, if it's been provided to you by your partner, or if you want to port the number over.

4

If you're porting a number over, you must enter the billing number associated with your current service provider as well as the billing number associated with your new service provider.

5

Click Save.

What to do next

When processing is complete, you can configure the calling feature further by selecting the hunt group from Services > Calling > Features. You're brought to Advanced Services in the Calling Admin Portal, where you can complete your configuration. For more information, see Modify Hunt Groups.

Create a Receptionist Client

Help support the needs of your front-office personnel. You can set up users as telephone attendants so that they can screen all incoming calls to certain people within your organization.

For information about how to set up and view your receptionist clients, see Receptionist Clients in Cisco Webex Control Hub.

Configure a Paging Group

Group Paging allows a user to place a one-way call or group page to up to 75 target users and workspaces by dialing a number or extension assigned to a specific paging group.

For information about how to set up and edit Paging Groups, see Configure a Paging Group in Cisco Webex Control Hub.

Create a Call Queue

You can set up a call queue so that when customers' calls can't be answered, they're provided with an automated answer, comfort messages, and music on hold until someone can answer their call.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Features.

2

Click New Feature and then choose Call Queue.

3

Enter a Pilot Number and then indicate whether you own the number, if it's been provided to you by your partner, or if you want to port the number over.

4

If you're porting a number over, you must enter the billing number associated with your current service provider as well as the billing number associated with your new service provider.

5

Click Save.

What to do next

You can configure the calling feature further by selecting the call queue instance from Services > Calling > Features. You're brought to Advanced Services in the Calling Admin Portal, where you can complete your configuration. For more information, see Configuring Call Queues.

Set Up Call Pickup

You can enhance teamwork and collaboration by creating a call pickup group so users can answer each others calls. When you add users to a call pickup group and a group member is away or busy, another member can answer their calls.

For information about how to set up a call pickup group, see Call Pickup in Cisco Webex Control Hub.

Set Up Call Park

Call park allows a defined group of users to park calls against other available members of a call park group. Parked calls can be picked up by other members of the group on their phone.

For more information about how to set up call park, see Call Park in Cisco Webex Control Hub.

Allow Users to Barge in to Other People's Phone Calls

1

From the customer view in https://admin.webex.com, go to Users, and then select the user you want to modify.

2

Select Calling, go to Advanced Call Settings, and then select Barge In.

3

Turn on Barge In, choose whether you want the phone to play a sound when someone barges into a call, and then click Save.

Turn on Hoteling for a Webex Calling User

Hoteling consists of two features: Hoteling Host and Hoteling Guest. These features work together to allow you to designate specific phones (hosts) that users (guests) can temporarily sign into and use as their own phone. When a guest signs in to a host phone, their user profile is automatically transferred to the device. The host device becomes the user’s primary device for a specified period of time.

The steps presented here can be followed to configure a user as a hoteling guest. For information about the host phone, see Configure Host Phone.

1

From the customer view in https://admin.webex.com, go to Users and then select the user you want to modify.

2

Select Calling, choose Advanced Call Settings, and click Hoteling.

3

Turn on Hoteling, and then click Save.

Prevent Someone from Monitoring a User's Line Status

1

From the customer view in https://admin.webex.com, go to Users, and select the user you want to modify.

2

Select Calling and then go to Privacy.

3

Choose the appropriate Auto Attendant Privacy settings for this user.

4

Check the Enable Privacy check box. You can then decide whether to block everyone by leaving the Search user by name field empty or choose who can monitor this user's line status.

Using the executive example above, you'd search for the name of their administrative assistant.

5

Click Save.

Allow a User to See the Line Status on Someone Else's Phone or on a Call Park Extension

The maximum number of monitored lines is 50 but you should consider bandwidth. The maximum may also be determined by the number of line buttons on the user's phone.

1

From the customer view in https://admin.webex.com, go to Users, and select the user you want to modify.

2

Select Calling, choose Advanced Call Settings, and then go to Monitoring.

3

Choose from the following:

  • Add Monitored Line
  • Add Call Park Extension
4

Choose whether you want this user to be notified about parked calls, search for the person or call park extension to be monitored, and then click Save.


 

The monitored lines list in Control Hub corresponds with the order of monitored lines that show on the user’s device. You can re-order the list of monitored lines at anytime.