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.

You can create multiple call queues for your organization, so that when customers' calls can't be answered, they're provided with an automated answer, comfort messages, and/or hold music until someone can answer their call.

1

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

2

Click Call Queue > Create Call Queue.

3

On the Basics page, enter the following information, and then click Next.

  • Location—Select a location from the drop-down menu.


     
    A location is a container with location-specific calling configuration. See Configure Cisco Webex Calling for Your Organization, for more information.
  • Call Queue Name—Enter a name for the call queue.

  • Phone Number—Assign a primary phone number and/or an extension to the call queue.

  • Allow queue phone number for outgoing calls—Enable the toggle to allow the queue phone number for outgoing calls.

  • Number of Calls in Queue—Assign the maximum number of calls for this call queue. Once this number is reached, the overflow settings are triggered.


     
    Do not set the Number of Calls in Queue to 0. Incoming calls are not allowed if the Number of Calls in Queue is set to 0.
  • Caller ID—Assign the caller ID for the call queue. The caller ID assigned here, along with the calling party caller ID name and number, will show when the call queue agents are receiving an incoming call from the queue. The caller ID is also used for calls that are forwarded outside of this call queue.


     

    This field is mandatory to navigate to the next screen.

    • Direct Line—The primary phone number and extension from this queue.


       

      Direct line option does not appear if you do not specify a phone number.

    • Location Number—The number assigned to the location.

    • Assigned Number from the Call Queue’s Location—Select a number from the location.

  • Language—Select the call queue language from the drop-down menu.

4

On the Call Routing page, choose one of the following options, and click Next.

  • Priority Based
    • Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent.

    • Top Down—Sends calls through the queue of agents in order, starting from the top each time.

    • Longest Idle—Sends calls to the agent that has been idle the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on until the call is answered.

    • Weighted—Sends calls to agents based on percentages you assign to each agent in the call queue profile (up to 100%).

    • Simultaneous—Sends calls to all agents in a call queue at once.

  • Skill Based

     
    When you select skill based call routing, by default routing will happen only based on the skill level. If there are more than one agents, with same skill level, then the selected routing pattern(Circular/Top Down/Longest) is followed to resolve the contention to choose the next agent for call routing.
    • Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent.

    • Top Down—Sends calls through the queue of agents in order, starting from the top each time.

    • Longest Idle—Sends calls to the agent that has been idle the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on until the call is answered.

5

On the Overflow Settings page, determine how overflow calls are handled. Choose one of the following options from the drop-down menu:

  • Perform busy treatment—The caller hears a fast-busy tone.

  • Play ringing until caller hangs up—The caller hears ringing until they disconnect.

  • Transfer to phone number—Enter the number where you want to transfer overflow calls.

6

You can also enable the following overflow settings:

  • Enable overflow after calls wait x seconds—With this option you can enter a wait time (in seconds) for callers. Once this wait time is reached by the caller, the overflow treatment is triggered.

  • Play announcement before overflow processing—If this option is disabled, callers will hear hold music until the call is answered by a user.

7

Click Next.

8

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:

  • Welcome Message—Play a message when callers first reach the queue. For example, “Thank you for calling. An agent will be with you shortly.” It can be set as mandatory. If the mandatory option is not selected and a caller reaches the call queue while there is an available agent, the caller will not hear this announcement and is transferred to an agent.

  • Estimated wait message for Queued Calls—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.

  • Comfort Message—Play a message after the welcome message and before hold music. This is typically a custom announcement that plays information, such as current promotions or information about products and services.

  • Comfort Message Bypass—Play a shorter comfort message instead of the usual Comfort or Music On Hold announcement to all the calls that should be answered quickly. This feature prevents a caller from hearing a short portion of the standard comfort message that abruptly ends when they are connected to an agent.

  • Hold Music—Play music after the comfort message in a repetitive loop.

  • Call Whisper Message—Play a message to the agent immediately before the incoming call is connected. The message typically announces the identity of the call queue from which the call is coming from.

9

Click Next.

10

On the Select Agents page, use the search tool to add users or workspaces to the call queue.

11

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.


 
  • You can assign a skill level only when you select skill based routing type else you will not have the option to set the skill level.

  • By default, agents with skill level 1 (Highest skill level) are added.

12

(Optional) Select the check box if you want to allow agents on active calls to take additional calls.

13

(Optional) Select the check box if you want to allow agents to join or unjoin the queue.

14

Click Next.


 

Depending on which call routing option you chose previously, you may need to add extra information such as adding percentage weighting to users or workspaces, or in the case of circular or top-down call routing, drag and drop users and workspaces in the order of their queue position.

15

On the Review page, review your call queue settings to make sure you've entered the correct details.

16

Click Create and Done to confirm your call queue settings.


 
Once a queue is created, you can enable or disable the queue using the toggle beside Enable Call Queue in the side panel.

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.

1

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

2

Click Call Queue > Bulk Manage.

3

Select a location for the call queues you'd like to add.

4

Click Download .csv template.

5

Fill out the spreadsheet.

6

Upload the CSV file by dragging and dropping or clicking Choose a file.

7

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.

1

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

2

Click Call Queue > Bulk Manage.

3

Select a location for the call queues you’d like to modify.

4

Click Download data.


 

If the data for the call queues you’ve selected exceeds the maximum (more than 10,000 rows for each CSV), you will receive a zipped file with multiple CSV files included.

5

Make the necessary changes to the spreadsheet.

6

Upload the modified CSV file by dragging and dropping or clicking Choose a file.

7

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

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

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


 

Phone number must be on the Numbers tab in Control Hub.

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

Location

Mandatory

Mandatory

Enter the location to assign this call queue.

Example: San Jose


 

Location must be on the Locations tab in Control Hub.

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


 

UTF-8 only characters are supported.

Character length: 1-30

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


 

UTF-8 only characters are supported.

Character length: 1-30

Language

Optional

Optional

Enter the announcement language for your call queue.

Example: en_us

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

Call Queue Enable

Optional

Optional

Use this column to activate or deactivate the call queue.

ENABLED, DISABLED, enabled, disabled

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

Call Routing Type (Priority / Skill Based)

Optional

Optional


 
This field is mandatory when you edit the call routing pattern.

Select the call routing type for your call queue.

PRIORITY_BASED, SKILL_BASED

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.

Phone Number For Outgoing Calls Enable

Optional

Optional

Enable the queue phone number for outgoing calls.

TRUE, FALSE

Allow Agent Join Enable

Optional

Optional

Select this option for agents to join or unjoin the queue.

TRUE, FALSE

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

Overflow Transfer Number

Optional

Optional

Enter the number where you want to transfer overflow calls.

Example: 1112223333


 

Phone number must be on the Numbers tab in Control Hub.

Character length: 1-23

Overflow Transfer to Voicemail Enable

Optional

Optional

Enable or disable overflow transfer to voicemail.

TRUE, FALSE

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

Overflow Announcement Enable

Optional

Optional

Enable or disable to Play Announcement Before Overflow Processing.

TRUE, FALSE

Welcome Message Enable

Optional

Optional

Enable or disable to play a message when callers first reach the queue.

TRUE, FALSE

Welcome Message Mandatory

Optional

Optional

Enable or disable if you would like the welcome message to play for every caller.

TRUE, FALSE

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

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

Wait Message Handling Time

Optional

Optional

Enter the default number of call handling minutes.

Range: 1-100

Wait Message Play Position

Optional

Optional

Enter the number of position for which the estimated wait is played.

Range: 1-100

Wait Message Wait Time

Optional

Optional

Enter the number of minutes for which the estimated wait is played.

Range: 1-100

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

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

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

Hold Music Enable

Optional

Optional

Enable or disable hold music for queued calls.

TRUE, FALSE

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

Comfort Message Bypass Enable

Optional

Optional

Enable or disable comfort message bypass for queued calls.

TRUE, FALSE

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

Whisper Message Enable

Optional

Optional

Enable or disable whisper message for queued calls.

TRUE, FALSE

Allow Multiple Calls Per Agent

Optional

Optional

Enable or disable call waiting for agents.

TRUE, FALSE

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

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

Bounced Call If Agent Unavailable

Optional

Optional

Enable or disable Bounce calls if agent becomes unavailable while routing the call.

TRUE, FALSE

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

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

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

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

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

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

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

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

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

Alternate Number(s)

Optional

Optional

Enter the alternate number(s) to assign to the call queue.

Example: 1112223333


 

Phone number must be on the Numbers tab in Control Hub.

Character length: 1-23

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

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

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

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.

1

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.

2

On the next row, you only have to enter information in the following columns to add or edit additional agents:

  • Name—Enter the same name as the row above to add or edit more agents.

  • Location—Enter the same location as the row above to add or edit more agents.

  • Agent Action—Enter ADD to add the agents you list in this row. Enter REMOVE to remove the agents you list in this row.


     

    If you enter REPLACE, you will remove all previously entered agents and replace with the agents you are adding in this row only.

  • Agent1, Agent2, etc.—Enter the user’s email or workspace name that you’d like to add, remove, or replace.

  • (Optional) Agent1 Weight, Agent2 Weight, etc.— If the call routing policy for the call queue is weighted, enter the agent’s percentage weighting.

You can leave all other columns blank.

3

Continue to do this until you have added all of the agents you need to add or edit.

  • Before uploading your call queue CSV, make sure to read Bulk provisioning Webex Calling elements using CSV to understand the CSV conventions.

  • 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.

  • 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.

  • The maximum amount of rows is 1,000 (not including the header).

  • Agents can be users or workspaces. For users, enter the user’s email address. For workspaces, enter the workspace name.

  • Each row can hold a maximum of 50 agents. See Add or edit more than 50 agents at a time for more information.