Edit Call Queue Policies
- Holiday Service
- Night Service
- Forced Forwarding
- Stranded Calls
- 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 . |
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Click Call Queue, and then select the call queue to edit from the list. |
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 . |
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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 Holiday Service, click Manage. |
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Enable Holiday Service. |
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Select an option from the drop-down list.
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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.
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Check the Play announcement before holiday service action checkbox to play the holiday service announcement. |
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Choose an Announcement Type with one of the following options:
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Click Save to save the 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 . |
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.
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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:
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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.
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Enable Forced Night service now regardless of business hours schedule to force calls regardless of business hours. |
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Choose an Announcement Type with one of the following options:
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Click Save to save the service. |
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 . |
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. |
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Enter the phone number you want to transfer the call to. |
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Check the Play announcement before forwarding checkbox to play the forced forward announcement. |
7 |
Choose an Announcement Type with one of the following options:
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8 |
Click Save to save the service. |
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 . |
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. |
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Select from the options what you wish to do with the stranded calls.
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5 |
Click Save to save the service. |