Make sure customers are reaching the right agents at the right time when they call into a call queue. You can configure and edit incoming call settings like call forwarding, routing pattern, overflow settings, bounced call settings, and call back settings for a call queue in Control Hub.
Forward calls
You can forward all incoming calls dependent on a set of criteria that you define.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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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, click Call Forwarding. |
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Toggle the Call Forwarding feature on. |
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Choose from one of the following options:
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Assign the number you want to forward calls to. If you have chosen Always Forward Calls, click Save.
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If you choose Selectively Forward Calls, create a rule by clicking Add When to Forward or Add When Not to Forward. |
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Create a Rule Name. |
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For When to Forward or When Not to Forward, select a Business Schedule and Holiday Schedule from the drop-down menu. |
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For Forward To, select at least one option from Default Phone Number or add a Different Phone Number. |
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For Calls From, select Any Number or Selected Numbers with at least one option from the following:
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For Calls To, select a number or alternative number from the drop-down menu, so that calls are forwarded when a call is received to this number in your organization that you define. |
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Click Save. ![]() |
What to do next
Once a rule is created, you can enable or disable a rule using the toggle beside the rule in the table. You can also change
or delete a rule at any time by clicking Edit or .
Edit routing pattern
You can change the call routing pattern of your existing call queue.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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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 Call Routing, click the call routing pattern assigned. |
Edit overflow settings
The overflow settings determine how your overflow calls are handled when the call queue becomes full.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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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 Overflow Settings, click Manage. |
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Check or uncheck the boxes next to the following settings to enable or disable:
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Choose how to handle new calls when the queue is full:
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Check or uncheck the boxes next to the following settings to enable or disable:
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Click Save. |
Edit bounced calls settings
Bounced calls are those that were sent to an available agent, but the agent does not answer. These calls are then placed back into the queue at the top of all the queued calls. You can edit how bounced calls are handled.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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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 Bounced Calls, click Manage. |
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Select the toggle next to any of the following options to enable or disable the setting:
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Enable or disable Distinctive Ringing for bounced calls. If enabled, choose the ring pattern from the drop-down menu.
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Click Save. |
Edit call back settings
Allows callers to receive a call-back to the phone number provided when their original position in the queue reaches. The phone number is verified against a location’s outgoing calls policy.
Before you begin
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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 Call Back, click Manage. |
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Toggle the Call Back option on. |
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Enter Minimum estimated time for call back option in minutes. This determines at what estimated wait time, the caller receives the call-back option. |
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Check the Allow international call-back number prompt check box. This allows international users wanting a call-back to enter their country code. The call-back numbers validate against a location's policy on outgoing calls. |
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Click Save. |