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Collaboration, Voice & AV · Intermediate

Native Call Queuing

A CUCM hunt pilot feature that queues callers with announcements and music on hold until a line group member is available.

Definition

Native call queuing lets small groups queue calls without a contact center platform. Settings include the maximum number of callers in queue, maximum wait time and the destination when limits are exceeded or no agents are logged in. Queued callers hear a greeting announcement and MOH.

Example

A help desk hunt pilot queues up to 20 callers for 5 minutes, then sends them to voicemail.

Exam tip

Native queuing is basic; skills-based routing and reporting require UCCX or Webex Contact Center.

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