Overview

For every webex call initiated, you will be provided with a business CLID. This business CLID can either be a call queue phone number or the agents configured phone Number. The agent can decide either to provide this information during a call through persistent configuration or through temporary configuration.

Before you begin

  • The control hub administrator has to enable the phone number of the queue to be used as the outgoing phone number by the agents. For more information, see enable call queue phone numbers.

  • Once the phone number is enabled, the administrator can set the agents outgoing phone number with the specific queue CLID as per Persistent Configuration.

  • The agents can also select Temporary Configuration to use the FAC code #80 for outgoing call center as the phone number displayed as CLID and #81 for outgoing call to show as the personal configured external caller id as the CLID.

1

From the customer view in https://admin.webex.com go to Users and select a user you want to configure agent setting for.

2

Select Calling and choose Agent Settings.

3

Select the Agent Call Queue ID.

You can set the agent call queue ID to either a configured caller ID or specify a number or call queue.
4

Configure the agent call queue ID from the following options:

  • Configured Caller ID - The caller ID already configured to the agent.

  • Call Queue Caller ID - Search by number or queue name and select the Call Queue Caller ID from the drop-down list.


     
    When the agent you have selected is not part of the call queue,by default, this option is disabled.

Change your caller ID

Before you begin

The control hub administrator has to enable the phone number of the queue to be used as the outgoing phone number by the agents. For more information, see enable call queue phone numbers.

Add or edit agents

Users who receive calls from the queue are known as agents. You can add or delete users, workspaces and virtual lines from a call queue. Users, workspaces, and virtual lines can be assigned to multiple call queues.

1

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

2

Click Call Queue, and then select the call queue to edit from the list.

3

In the side panel, beside Agents, click Manage.

4

(Optional) Select a default skill level value for the agents if you are adding them based on their skills from the Assigned Skill Level drop-down list.


 
Call routing is based on an agent's skill and competence level. The highest skill level is 1 while the lowest is 20.
5

From the Add User or Workspace or Virtual Line drop-down, search or select the users, workspaces, or virtual lines to add to the call queue.

6

(Optional) Select the check box if you want to allow agents on active calls to take additional calls.
7

(Optional) Select the check box if you want to allow agents to join or unjoin the queue.
8

(Optional) Edit the skill level and the Joined toggle for each user, workspace or virtual line in the queue.

9

(Optional) To remove a user, workspace or virtual line, click the icon next to the user, workspace, or virtual line.

10

(Optional) Click Remove All to remove all users, workspaces or virtual lines from the queue.

11

Click Save.


 

  • All agents are added with joined state as TRUE during queue creation.

  • Calls are not routed to the agent even though the agent is available when an agent's joined state is set to FALSE.
Agent dashboard allows an administrator to have a consolidated view of all agents across call queues. The dashboard displays the agents information and their call queue participation. This allows an administrator to make appropriate call queue staffing decisions and also change the join status of an agent easily.

1

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

2

Click Call Queue.

3

Select the Agents tab.

4

Select an agent from the default list of agents displayed or search for an agent name or the primary number or extension associated with the agent.


 

You can filter the agent list based on Call queues, Queue locations and Join/Unjoin status.

The agent dashboard in the default collapsed view displays:

  • Agent Name

  • Number of call queues associated to the agent - Displays the number of call queues the agent is associated to

  • Call queue locations - Displays the number of locations where the call queues are created

  • Primary number - Primary contact number assigned to the agent

  • Extension if available

  • Join/Unjoin status - Displays the number of queues an agent has joined or unjoined when collapsed.
5

Click > to expand on the agent details.

The agent dashboard displays:

  • Agent Name

  • Number of call queues associated to the agent - Lists the call queue names the agent is associated to

  • Call queue locations - Lists each call queue location

  • Primary number - Primary contact number assigned to the call queue

  • Extension if available

  • Join/Unjoin status - Displays the join or unjoin status.
6

Toggle to join or unjoin an agent to the specific call queue.

7

(Optional) Click Export CSV to export a spreadsheet with a comprehensive agent details.

Use this table to find the details in the exported CSV.

Column

Description

Agent First Name

Displays the agents's first name to display for the call queue’s calling line ID (CLID).

Agent Last Name

Displays the agents's last name to display for the call queue’s calling line ID (CLID).

Agent Phone Number

 Displays the agent phone number.

Agent Extension

Displays the agent extension.

Queue Name

Displays the name of the of the call queue.

Queue Phone Number

Displays the call queue phone number.

Queue Extension

Displays the call queue extension.

Queue Location Name

Displays the call queue location.

Queue Join Status

Displays the join or unjoin the call queue.