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

Join or leave a call queue

As an agent, you can join or leave a call queue. Users who receive calls from the queue are known as agents.

Before you begin

Your administrator configures Call Queue and Customer Assist for your phone. For more information on Webex Calling Call Queue configuration, see Configure Call Queue. For more information on Webex Calling Customer Assist, see Webex Calling Customer Assist.

1

Choose one of the following methods to join or leave the call queue.

  • For a single line phone, select Queues on the phone screen.
  • For a multi-line phone, select the primary line, then do one of the following actions depending on your phone model:

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

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

  • If the agent has mulitple phones, any change in the call queue status on one phone will be synced to other phones.
  • The Queues softkey or button is only available with the primary line of the phone.

You can see call queue status in the Queues screen. The status can be Joined or Not joined.

2

Select Join to join a call queue.

The status of the call queue changes to Joined.

You will be able to recieve any incoming calls for that queue.

3

Select Leave to leave the call queue.

The status of call queue changes to Not joined.

You will not able to recieve any incoming calls for that queue.