- Create a Call Queue
- Disable a Call Queue
- Edit Call Queue General Settings
- Edit Call Queue Phone Numbers
- Configure Call Forwarding for a Call Queue
- Add or Delete Users in an Existing Call Queue
- Edit Call Queue Routing Pattern
- Edit Call Queue Overflow Settings
- Edit Call Queue Bounced Calls Settings
- Edit Call Queue Announcement Settings
Create 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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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, use the search tool to add users or workspaces to the call queue, and 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. |
Disable a Call Queue
You can disable a previously created 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 disable from the list. |
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In the side panel, toggle Enable Call Queue to off to disable the call queue. |
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Click Save. |
Edit Call Queue General Settings
You can change the language, number of calls for the queue, and the caller ID for your 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 Settings, click Manage. |
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Edit any of the following fields:
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Click Save. |
Edit Call Queue Phone Numbers
You can change your call queue phone number and add up to 10 alternate numbers.
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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 Phone Number, click the number assigned. |
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Edit the Phone Number and/or Extension. |
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Add Alternate Numbers using the search function. |
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Enable or disable Distinctive Ringing for the alternate numbers assigned to the call queue by clicking the toggle. |
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In the table, select the ring pattern to assign to each alternate number using the drop-down menu in the Ring Pattern column. |
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Click Save. |
Configure Call Forwarding for a Call Queue
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 .
Add or Delete Users in an 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 Agents, click Manage. |
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Use the search tool to add users or workspaces. |
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To remove a user or workspace, click |
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Click Save. |
Edit Call Queue 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. |
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Edit the following options:
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Click Add User to edit the list of agents. |
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Click Save. |
Edit Call Queue 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 Call Queue 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 Queue Announcement Settings
Call queue announcements are messages and music that callers hear while waiting in queue. You can manage your announcement settings for an 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 Announcements, click Manage. |
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Click the toggle next to any of the following services to edit the announcement setting:
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Click Save. |