Known limitations and requirements

  • 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.

Prepare your CSV

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

Add or edit more than 50 agents at a time

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.

Bulk add 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.

Bulk edit call queues

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.