Call queues
Call queues routes callers to agents who can help with a particular issue or question. Calls are distributed one at a time to the agents in the queue.
Call queues temporarily hold calls when all users (agents) assigned to receive calls from the queue are unavailable. When agents become available, the queued calls are routed according to the call routing settings you have determined for the 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 . |
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On the Basics page, enter the following information, and then click Next.
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On the Call Routing page, choose one of the following options, and click Next.
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On the Overflow Settings page, determine how overflow calls are handled. Choose one of the following options from the drop-down menu:
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You can also enable the following overflow settings:
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Click Next. |
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On the Announcements page, you can determine the messages and music that callers hear while waiting in the queue. You can enable any of the following options:
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Click Next. |
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On the Select Agents page, click Add User or Workspace or Virtual Line drop-down, then search or select the users, workspaces, or virtual lines to add to the call queue. |
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Assign a skill level (1 being the highest skill level and 20 being the lowest skill level) to each user or workspaces added to the call queue.
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(Optional) Select the check box if you want to allow agents on active calls to take additional calls. |
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(Optional) Select the check box if you want to allow agents to join or unjoin the queue. |
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Click Next.
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On the Review page, review your call queue settings to make sure you've entered the correct details. |
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Click Create and Done to confirm your call queue settings.
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Example
Want to see how it's done? Watch this video demonstration on how to create a new call queue in Control Hub.
You can add and manage call queues in bulk using a call queue CSV. This article covers the specific fields and values needed for the CSV upload of Webex Calling call queues.
To add call queues in bulk, you’ll simply download and fill out a blank CSV template.
Call forwarding settings for a call queue can’t be modified in bulk. To edit call forwarding for a call queue, see Configure call forwarding for a 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 . |
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Select a location for the call queues you'd like to add. |
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Click Download .csv template. |
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Fill out the spreadsheet. |
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Upload the CSV file by dragging and dropping or clicking Choose a file. |
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Click Upload. When successfully uploaded, you can click See Tasks Page for details to view the status of the changes. |
To modify a call queues in bulk, you’ll simply download the current CSV data and make the necessary changes to the spreadsheet.
Call forwarding settings for a call queue can’t be modified in bulk. To edit call forwarding for a call queue, see Configure call forwarding for a 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 . |
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Select a location for the call queues you’d like to modify. |
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Click Download data.
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Make the necessary changes to the spreadsheet. |
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Upload the modified CSV file by dragging and dropping or clicking Choose a file. |
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Click Upload. When successfully uploaded, you can click See Tasks Page for details to view the status of the changes. |
Use this table to see what fields are mandatory or optional, and what you’ll need to determine when adding or editing call queues in bulk.
Columns are either mandatory or optional fields. This varies depending on whether you are using the CSV to add a new call queue or edit an existing call queue. |
Column |
Mandatory or optional (Add a call queue) |
Mandatory or optional (Edit a call queue) |
Description |
Supported values |
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Name |
Mandatory |
Mandatory |
Enter the name of the of the call queue. Call queue names within the same location need to be uniquely identifiable. If the call queues are in a different locations, they can have the same call queue name. |
Example: San Jose Call Queue Character length: 1-30 |
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Phone Number |
Mandatory (if extension is left blank) |
Optional |
Enter the call queue phone number. You must have either a phone number or an extension. |
Only E.164 numbers are allowed for CSV import. Example: +12815550100
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Extension |
Mandatory (if phone number is left blank) |
Optional |
Enter the call queue extension. You must have either a phone number or an extension. |
Two to six digit extension. 00-999999 |
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Location |
Mandatory |
Mandatory |
Enter the location to assign this call queue. |
Example: San Jose
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Caller ID First Name |
Optional |
Optional |
Enter the first name to display for the call queue’s calling line ID (CLID). The caller ID is used when call forward is enabled and calls are forwarded out. |
Example: San
Character length: 1-30 |
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Caller ID Last Name |
Optional |
Optional |
Enter the last name to display for the call queue’s calling line ID (CLID). The caller ID is used when call forward is enabled and calls are forwarded out. |
Example: Jose
Character length: 1-30 |
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Language |
Optional |
Optional |
Enter the announcement language for your call queue. |
Example: en_us |
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Timezone |
Optional |
Optional |
Enter the call queue time zone key. This time zone applies to the schedules applied to this call queue. |
Example: America/Chicago Character length: 1-127 |
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Call Queue Enable |
Optional |
Optional |
Use this column to activate or deactivate the call queue. |
ENABLED, DISABLED, enabled, disabled |
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Number of Calls in Queue |
Optional |
Optional |
Enter the limit for the number of calls the system will keep in queue, waiting for an available agent. |
Range: 1-50 |
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Call Routing Type (Priority / Skill Based) |
Optional |
Optional
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Select the call routing type for your call queue. |
PRIORITY_BASED, SKILL_BASED |
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Call Routing Pattern |
Mandatory |
Optional |
Enter the call queue routing pattern. Choose one of the following supported policies. |
When Call Routing Type is Priority Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS, UNIFORM, WEIGHTED When Call Routing Type is Skill Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS. |
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Phone Number For Outgoing Calls Enable |
Optional |
Optional |
Enable the queue phone number for outgoing calls. |
TRUE, FALSE |
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Allow Agent Join Enable |
Optional |
Optional |
Select this option for agents to join or unjoin the queue. |
TRUE, FALSE |
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Overflow Action |
Optional |
Optional |
Enter the call queue overflow processing action. Choose from one of the supported actions. |
PERFORM_BUSY_TREATMENT, TRANSFER_TO_PHONE_NUMBER, PLAY_RINGING_UNTIL_CALLER_HANGS_UP | ||
Overflow Enable |
Optional |
Optional |
Enable or disable overflow treatment after a set amount of time. If enabled, enter the Overflow After Wait Time in the next column. |
TRUE, FALSE |
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Overflow Transfer Number |
Optional |
Optional |
Enter the number where you want to transfer overflow calls. |
Example: 1112223333
Character length: 1-23 |
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Overflow Transfer to Voicemail Enable |
Optional |
Optional |
Enable or disable overflow transfer to voicemail. |
TRUE, FALSE |
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Overflow After Wait Time |
Optional |
Optional |
Enter the time to wait (in seconds) for any agent to answer before forwarding the caller elsewhere. |
Range: 1-7200 |
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Overflow Announcement Enable |
Optional |
Optional |
Enable or disable to Play Announcement Before Overflow Processing. |
TRUE, FALSE |
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Welcome Message Enable |
Optional |
Optional |
Enable or disable to play a message when callers first reach the queue. |
TRUE, FALSE |
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Welcome Message Mandatory |
Optional |
Optional |
Enable or disable if you would like the welcome message to play for every caller. |
TRUE, FALSE |
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Wait Message Enable |
Optional |
Optional |
Enable or disable to notify the caller with either their estimated wait time or position in the queue. If this option is enabled, it plays after the welcome message and before the comfort message. If enabled, make sure to enter the Wait Message Mode in the next column. |
TRUE, FALSE |
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Wait Message Mode |
Optional |
Optional |
Choose what you want your wait message to communicate to callers. Choose from one of the supported options. |
TIME, POSITION |
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Wait Message Handling Time |
Optional |
Optional |
Enter the default number of call handling minutes. |
Range: 1-100 |
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Wait Message Play Position |
Optional |
Optional |
Enter the number of position for which the estimated wait is played. |
Range: 1-100 |
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Wait Message Wait Time |
Optional |
Optional |
Enter the number of minutes for which the estimated wait is played. |
Range: 1-100 |
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Wait Message High Volume Message |
Optional |
Optional |
Enable or disable the wait message to play a message informing callers that there is a high volume of calls. |
TRUE, FALSE |
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Comfort Message Enable |
Optional |
Optional |
Enable or disable to play a message after the welcome message and before hold music. If enabled, make sure to enter the number of seconds in the Comfort Message Time column. |
TRUE, FALSE |
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Comfort Message Time |
Optional |
Optional |
Enter the interval in seconds between each repetition of the comfort message played to callers in the queue. |
Range: 1-600 |
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Hold Music Enable |
Optional |
Optional |
Enable or disable hold music for queued calls. |
TRUE, FALSE |
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Hold Music Alternate Source Enable |
Optional |
Optional |
Enable or disable a non-default music-on-hold file. Select the alternate source file in Control Hub. |
TRUE, FALSE |
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Comfort Message Bypass Enable |
Optional |
Optional |
Enable or disable comfort message bypass for queued calls. |
TRUE, FALSE |
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Comfort Message Bypass Call Wait Time |
Optional |
Optional |
Enter the interval in seconds for the comfort message bypass call wait time for callers in the queue. |
Range: 1-120 |
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Whisper Message Enable |
Optional |
Optional |
Enable or disable whisper message for queued calls. |
TRUE, FALSE |
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Allow Multiple Calls Per Agent |
Optional |
Optional |
Enable or disable call waiting for agents. |
TRUE, FALSE |
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Bounced Call Enable |
Optional |
Optional |
Enable or disable bounced calls for this call queue. Bounced calls are those that were sent to an available agent, but the agent does not answer. If enabled, make sure to enter the number of rings in the Bounced Call Number of Rings column. |
TRUE, FALSE |
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Bounced Call Number of Rings |
Optional |
Optional |
Enter the number of rings to wait for the currently hunted agent to answer before hunting to the next available agent. |
Range: 1-20 |
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Bounced Call If Agent Unavailable |
Optional |
Optional |
Enable or disable Bounce calls if agent becomes unavailable while routing the call. |
TRUE, FALSE |
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Bounce Call After Set Time Enable |
Optional |
Optional |
Enable or disable Bounce calls after being on hold by agent for longer than <X> seconds. If enabled, make sure to enter the number of seconds after which a held call should be bounced. |
TRUE, FALSE |
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Bounce Call After Set Time |
Optional |
Optional |
Enter the number of seconds after which a held call should be bounced. If above column is set true, then by default is 60. |
Range: 1-600 |
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Alert Agent If Call On Hold Enable |
Optional |
Optional |
Enable or disable the Alert agent if call is on hold for longer than <X> seconds. If enabled, make sure to enter the number of seconds after which to alert the agent about the held call. |
TRUE, FALSE |
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Alert Agent If Call On Hold Time |
Optional |
Optional |
Enter the number of seconds after which to alert the agent about the held call. If above column is set true, then by default is 30. |
Range: 1-600 |
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Distinctive Ringing Enable |
Optional |
Optional |
Enable or disable distinctive ringing for the call queue calls. If enabled, agents will hear distinctive ringing when they receive calls from the call queue. If enabled, enter the type of distinctive ring pattern you’d like to assign in the next column. |
TRUE, FALSE |
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Distinctive Ringing Pattern |
Optional |
Optional |
If distinctive ringing is enabled, choose the distinctive ringing ring pattern. Choose from one of the supported options. |
NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT |
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Alternate Number Distinctive Ringing Enable |
Optional |
Optional |
Enable or disable a distinctive ringing for alternate numbers. If enabled, enter the ring patter in the Alternate Numbers Ring Pattern column. |
TRUE, FALSE |
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Alternate Numbers Action |
Optional |
Optional |
Enter ADD to add the alternate numbers you list in this row. Enter REMOVE to remove the alternate numbers you list in the row. If you enter REPLACE, you will remove all previously entered alternate numbers and replace with the alternate numbers you are adding in this row only. |
ADD, REPLACE, REMOVE |
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Agent Action |
Optional |
Optional |
Enter ADD to add the agents you list in this row. Enter REMOVE to remove this agents you list in the row. If you enter REPLACE, you will remove all previously entered agents and replace with the agents you are adding in this row only. |
ADD, REPLACE, REMOVE |
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Alternate Number(s) |
Optional |
Optional |
Enter the alternate number(s) to assign to the call queue. |
Example: 1112223333
Character length: 1-23 |
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Alternate Numbers Ring Pattern |
Optional |
Optional |
If distinctive ringing is enabled for alternate numbers, choose the distinctive ringing ring pattern. Choose from one of the supported options. |
NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT |
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Agent1 ID, Agent2 ID… Agent50 ID |
Optional |
Optional |
Enter the agents you’d like to assign to the call queue. Agents can be users or workspaces. For users, enter the user’s email address. For workspaces, enter the workspace name. |
Example: test@example.com Character length: 1-161 |
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Agent1 Weight, Agent2 Weight... Agent50 Weight |
Optional |
Optional |
If the call routing policy for the call queue is weighted, enter the agent’s percentage weighting. |
Range: 0-100 |
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Agent1 Skill Level, Agent2 Skill Level... Agent50 Skill Level |
Optional |
Optional |
Select the agent skill level for the assigned agents. |
Range: 1-20 |
Each row can hold a maximum of 50 agents and their associated call routing weight percentage (if applicable). To add or edit more than 50 agents, using the CSV file, follow these steps.
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Enter the 50 agents, and their associated call routing weight percentage (if applicable), that you’d like to add or edit on the first row for the call queue you’re adding or editing. |
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On the next row, you only have to enter information in the following columns to add or edit additional agents:
You can leave all other columns blank. |
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Continue to do this until you have added all of the agents you need to add or edit. |
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Before uploading your call queue CSV, make sure to read Bulk provisioning Webex Calling elements using CSV to understand the CSV conventions.
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You can either export your current call queues, which allows you to add, delete, or modify your existing data set, or you can export a sample set of call queues. Once modified, the file can be uploaded through the bulk features.
Exporting CSV file into ZIP file format: When exporting data to a CSV file, the number of records may exceed 1000. In such cases, the ZIP file is downloaded, where the ZIP file contains the fullset of record(s) in a single CSV file. A separate folder containing all the data is brokendown into multiple CSV files with less than 1000 records. These files are generated for the administrators to quickly import any updates and upload.
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It is important to know the mandatory and optional columns, and information that you’ll need to provide when filling out the CVS template. The specific fields for the call queue CSV are found in the table below.
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The maximum amount of rows is 1,000 (not including the header).
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Agents can be users or workspaces. For users, enter the user’s email address. For workspaces, enter the workspace name.
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Each row can hold a maximum of 50 agents. See Add or edit more than 50 agents at a time for more information.