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Collaboration, Voice & AV · Intermediate

Webex Calling Call Queue

A Webex Calling feature that holds callers in a queue with announcements and distributes calls to agents.

Definition

Call queues support routing types such as priority-based, circular, top-down, longest idle, weighted and simultaneous, with overflow, comfort messages and estimated wait time. They are suited to basic queuing; full contact center features require Webex Contact Center. Agents can join and unjoin queues.

Example

A support call queue offers callers comfort messages every 60 seconds and overflows to voicemail after 10 minutes.

Exam tip

Call queues are basic queueing; hunt groups ring members without queuing callers.

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