Edit Call Queue Policies

Call Queue policies are important to understand how calls get in and out of the queue. The services that are part of queue policies take precedence in the same order of priority mentioned below.
  • Holiday Service
  • Night Service
  • Forced Forwarding
  • Stranded Calls
The services enabled in the call queue take the order of precedence and enter the call queue to determine how the call is
  • handled when the call queue becomes full
  • bounced when the agent does not answer the calls
  • processed when the queue has no agents

1

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

2

Click Call Queue, and then select the call queue to edit from the list.

Holiday Service

Configure the call queue to route calls differently during the holidays

1

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

2

Click Call Queue, and then select the call queue to edit from the list.

3

In the side panel, beside Holiday Service, click Manage.

4

Enable Holiday Service.
5

Select an option from the drop-down list.

  • Perform a busy treatment
  • Transfer to phone number - Enter the phone number you want to transfer the call to.
6

Select Holiday Schedule from the drop-down list.

You can also configure new holiday schedules if a specific holiday schedule is not listed in the drop-down list.
7

Check the Play announcement before holiday service action checkbox to play the holiday service announcement.

8

Choose an Announcement Type with one of the following options:

  • Play Default Announcement.

  • Play Custom Announcement - you can upload a custom message.

    1. Click Attach a File to upload a custom announcement file from your local system.
    2. Select the uploaded custom announcement file from the drop-down list.
9

Click Save to save the service.

Night service

Configure the call queue to route calls differently during the hours when the queue is not in service. This is determined by a schedule that defines the business hours of the queue.

1

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

2

Click Call Queue, and then select the call queue to edit from the list.

3

In the side panel, beside Night Service, click Manage.

4

Enable Night Service.
5

Select an option from the drop-down list.

  • Perform a busy treatment
  • Transfer to phone number - Enter the phone number you want to transfer the call to.
6

Check the Play announcement before night service action checkbox to play the night service announcement.

7

Choose an Announcement Type with one of the following:

  • Default Announcement.

  • Custom Announcement - you can upload a custom message.

    1. Click Attach a File to upload a custom announcement file from your local system. You can upload a maximum of four files.
    2. Select the uploaded custom announcement file from the drop-down list.
8

Select Business Hours from the drop-down list.

You can also configure new business hours if a specific business hours is not listed in the drop-down list.
9

Enable Forced Night service now regardless of business hours schedule to force calls regardless of business hours.
10

Choose an Announcement Type with one of the following options:

  • Play Default Announcement.

  • Play Custom Announcement - you can upload a custom message.

    1. Click Attach a File to upload a custom announcement file from your local system.
    2. Select the uploaded custom announcement file from the drop-down list.
11

Click Save to save the service.

Forced Forwarding

Allows the queue to be put in an emergency mode to forward calls to a different location during the emergency. Configure the call queue to temporarily divert new incoming calls to a different route independent of the Night Service and Holiday Service route.

1

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

2

Click Call Queue, and then select the call queue to edit from the list.

3

In the side panel, beside Forced Forwarding, click Manage.

4

Enable Forced Forwarding.
5

Enter the phone number you want to transfer the call to.
6

Check the Play announcement before forwarding checkbox to play the forced forward announcement.

7

Choose an Announcement Type with one of the following options:

  • Default Announcement.

  • Custom Announcement - you can upload a custom message.

    1. Click Attach a File to upload a custom announcement file from your local system.
    2. Select the uploaded custom announcement file from the drop-down list.
8

Click Save to save the service.

Stranded Calls

A stranded call is processed by a queue that has no agents currently staffed. Configure the call queue routing policy for calls stranded in queue when all the agents are signed out.

1

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

2

Click Call Queue, and then select the call queue to edit from the list.

3

In the side panel, beside Stranded Calls, click Manage.

4

Select from the options what you wish to do with the stranded calls.

  • Leave in Queue - The call remains in the queue.
  • Perform Busy Treatment - Calls are removed from the queue and are provided with a busy treatment. If the queue is configured with call forwarding busy or voice messaging service, then the call is handled accordingly.
  • Transfer to Phone Number - Calls are removed from the queue and are transferred to the configured phone number.
  • Night Service - Calls are handled according to the night service configuration. If the night service action is not enabled, then the stranded calls remain in the queue.
  • Play ringing until caller hangs up - Calls are removed from the queue and are provided with ringing until the caller releases the call. The ringback tone played to the caller is localized according to the country code of the caller.
  • Play announcement until caller hangs up - Calls are removed from the queue and are provided with an announcement that is played in a loop until the caller releases the call.
    1. Choose an Announcement Audio with one of the following options:

      • Default Announcement.

      • Custom Announcement - you can upload a custom message.

        1. Click Attach a File to upload a custom announcement file from your local system.
        2. Select the uploaded custom announcement file from the drop-down list.
5

Click Save to save the service.