# Setting up Webex Contact Center entry points and queues For Webex Contact Center administrators with Control Hub access configuring entry points and queues. Canonical: https://warmtransfer.net/guides/wxcc-entry-point-queue-setup Last verified: 2026-09-30 An entry point is the association of an inbound telephone number with an IVR service flow in Webex Contact Center[^10]. An inbound queue holds customer contacts before they are assigned to an agent, and outdial queues hold outbound customer contacts[^49]. ## Before you start Before starting, confirm that your Webex Calling PSTN connectivity is operational[^31]. Webex Contact Center supports mapping only PSTN numbers in globalized +E.164 format to entry points; extensions cannot serve as support numbers[^11]. ## What changes by situation - How should the queue choose an agent? Team-based queue; Skill-based queue, skills set on the queue; Skill-based queue, skills set in the flow. - Does each line of business get its own entry point? One entry point per line of business; One shared entry point for several lines of business. - Will agents place outbound calls? Yes, agents need outdial; No, inbound only. ## Step 1: Confirm numbers exist in Webex Calling and test PSTN connectivity ### Do In Control Hub, go to Locations, select the target location, then navigate to Calling and choose Set up calling[^31]. Select the PSTN provider type—such as Webex Contact Center PSTN, Cloud Connected PSTN, Local Gateway, or Cisco Calling Plan—and click Add Numbers Now to provision numbers in globalized +E.164 format[^11][^31][^35]. ### Verify Cisco advises successfully making inbound and outbound calls over the chosen Webex Calling PSTN connectivity option before deploying Webex Contact Center[^61]. Suggested check: verify that all numbers show in +E.164 format in the Calling numbers list. ### Rollback Suggested rollback: delete or unassign the provisioned PSTN numbers in Webex Calling. ## Step 2: Check design against system limits **Team-based queue** ### Do Verify your design against the limit of 10500 team-based routing queues per tenant[^28]. Ensure each queue remains within 20 call distribution groups, up to 50 teams per distribution group, and no more than 250 teams across all distribution groups[^25]. Maintain overall tenant entry points within 6000 active entry points, up to 1000 active outdial entry points, up to 500 dialed numbers per entry point, and up to 15000 total dialed numbers[^26][^27]. ### Verify Suggested check: compare planned queue and entry point counts against tenant limit tables. ### Rollback Suggested rollback: adjust the architecture worksheet to keep object counts within limits. **Skill-based queue, skills set on the queue** ### Do Verify your design against the tenant limit of 500 skill-based routing queues[^28]. Ensure the queue has no more than 50 skill requirements[^29]. Maintain overall tenant entry points within 6000 active entry points, up to 1000 active outdial entry points, up to 500 dialed numbers per entry point, and up to 15000 total dialed numbers[^26][^27]. ### Verify Suggested check: compare planned queue, skill requirement, and entry point counts against tenant limits. ### Rollback Suggested rollback: adjust the architecture worksheet to keep object counts within limits. **Skill-based queue, skills set in the flow** ### Do Verify your design against the tenant limit of 500 skill-based routing queues[^28]. Ensure contacts will carry no more than 50 skill requirements[^29]. Maintain overall tenant entry points within 6000 active entry points, up to 1000 active outdial entry points, up to 500 dialed numbers per entry point, and up to 15000 total dialed numbers[^26][^27]. ### Verify Suggested check: compare planned queue, skill requirement, and entry point counts against tenant limits. ### Rollback Suggested rollback: adjust the architecture worksheet to keep object counts within limits. ## Step 3: Prepare teams and skill profiles **Team-based queue** ### Do In Control Hub, create agent-based teams with specific agents assigned rather than capacity-based teams[^60]. Ensure agents can select their assigned team when signing in to switch queues[^55][^56]. ### Verify Suggested check: navigate to User Management > Teams and verify that all agents are assigned to their target teams. ### Rollback Suggested rollback: remove the assigned agents from the teams or delete the teams. **Skill-based queue, skills set on the queue** ### Do Create agent-based teams and build skill profiles containing skill definitions and proficiency values[^57][^60]. Assign the skill profiles to the teams or directly to individual agents; when assigned at the team level, an agent added to the team inherits the profile[^57][^59]. Ensure agents entirely satisfy the skill criteria planned for the queue[^53]. ### Verify Suggested check: inspect agent profiles to confirm proficiency values fully cover queue requirements. ### Rollback Suggested rollback: reassign or delete the created skill profiles. **Skill-based queue, skills set in the flow** ### Do Create agent-based teams and define skill profiles with proficiency values covering the skills the flow will request[^57][^60]. Assign the skill profiles to teams or individual agents, noting that team-level assignments automatically apply to newly added agents[^57][^59]. Ensure agents entirely satisfy the skills requested by the flow[^53]. ### Verify Suggested check: inspect agent profiles to confirm proficiency values cover all dynamic flow requirements. ### Rollback Suggested rollback: reassign or delete the created skill profiles. ## Step 4: Create the inbound queue **Team-based queue** ### Do Navigate to Services > Contact Center > Customer experience > Queues and click Create queue[^44]. Choose Inbound queue, select Telephony for the channel type, and assign a name of 80 characters or fewer[^39][^43][^49]. Configure advanced settings for Service monitoring and Allow recording as required[^36]. Set the routing type to team-based routing, which defaults to the Longest available pattern, and configure distribution groups with priority order, assigned teams, and the Add group after interval in seconds[^48]. ### Verify Suggested check: verify that the queue appears in the Queues list with all distribution groups and assigned teams displayed. ### Rollback A queue must be in the inactive state before it can be deleted[^40]. Suggested rollback: change the queue status to inactive and click delete. **Skill-based queue, skills set on the queue** ### Do Navigate to Services > Contact Center > Customer experience > Queues and click Create queue[^44]. Choose Inbound queue, select Telephony for the channel type, and assign a name of 80 characters or fewer[^39][^43][^49]. Configure advanced settings for Service monitoring and Allow recording as required[^36]. Select skill-based routing with either Longest available or Best available (highest proficiency), set the skill assignment type to assign skills to the queue, and enter the queue's skill requirements[^45][^46]. Note that Cisco positions skill-based queues for operational control when static skill assignment is desirable, and this assignment type cannot be changed after creation[^45][^54]. ### Verify Suggested check: confirm the queue displays skill-based routing with static queue skills configured. ### Rollback A queue must be in the inactive state before it can be deleted[^40]. Suggested rollback: mark the queue inactive and delete it. **Skill-based queue, skills set in the flow** ### Do Navigate to Services > Contact Center > Customer experience > Queues and click Create queue[^44]. Choose Inbound queue, select Telephony for the channel type, and assign a name of 80 characters or fewer[^39][^43][^49]. Configure advanced settings for Service monitoring and Allow recording as required[^36]. Select skill-based routing with either Longest available or Best available, and set the skill assignment type to assign skills in flows[^45][^46]. Note that this assignment type cannot be changed after queue creation[^45]. ### Verify Suggested check: verify that the queue displays skill-based routing with in-flow skill assignment. ### Rollback A queue must be in the inactive state before it can be deleted[^40]. Suggested rollback: mark the queue inactive and delete it. ## Step 5: Set service level threshold and maximum time in queue ### Do On the queue settings page, set the service level threshold to define how long a contact can wait before being flagged as outside the service level[^47]. Enter the maximum time in queue, which terminates contacts of any media type once reached[^42]. For telephony, ensure both values do not exceed the ceiling of 86400 seconds[^30]. ### Verify Suggested check: review the queue settings to ensure both threshold values are saved correctly. Note that the service level threshold field on an inbound telephony entry point has no functional impact on calculations, so queue-level configuration is required[^15]. ### Rollback Suggested rollback: adjust the threshold and timeout values on the queue. ## Step 6: Build the routing flow's queue selection **One entry point per line of business** ### Do In Flow Designer, add a Queue Contact activity to the flow and select Static Queue, selecting the line-of-business queue from the Queue drop-down[^20][^52]. Connect the failure path to handle error codes such as INVALID_QUEUE[^18]. ### Verify Suggested check: verify the Queue Contact activity references the static queue and the output variable QueueId is mapped[^18]. ### Rollback Suggested rollback: revert the flow changes or select a different queue in the drop-down. **One shared entry point for several lines of business** ### Do WarmTransfer's reading of the sources is that a shared entry point serving several lines of business needs flow logic setting a queue variable for Variable Queue selection, while one entry point per line of business can use a Static Queue[^23]. In Flow Designer, add logic to populate a String variable with the target queue ID, add a Queue Contact activity, select Variable Queue using that variable, and configure a Fallback Queue to handle invalid queue IDs[^22]. ### Verify Suggested check: verify that each flow branch sets a valid queue ID and that the Fallback Queue is specified and wired[^22]. ### Rollback Suggested rollback: revert the flow changes or remove the Variable Queue activity. ## Step 7: Attach skill requirements to the contact **Team-based queue** ### Do Leave the Queue Contact activity without skill requirements, as team-based queues route contacts to distribution group teams without skill checks[^48]. ### Verify Suggested check: confirm no skill requirements are configured in the Queue Contact activity. ### Rollback Suggested rollback: clear any skill requirement fields if accidentally added. **Skill-based queue, skills set on the queue** ### Do Leave the Queue Contact activity without flow-level skill requirements, as the queue's statically assigned skill requirements apply directly[^45]. ### Verify Suggested check: confirm that no contact skill overrides exist in the Queue Contact activity. ### Rollback Suggested rollback: clear any flow-level skill requirements. **Skill-based queue, skills set in the flow** ### Do In the Queue Contact activity, add one or more skill requirements to the contact[^19]. Ensure the requested criteria match agents who fully satisfy the requirements[^53]. ### Verify Suggested check: review the Queue Contact properties to ensure required skill names and values are attached. ### Rollback Suggested rollback: remove or update the attached skill requirements in the activity. ## Step 8: Validate and publish the routing flow ### Do If working-hours evaluation is required, place a Business Hours activity in the flow[^9]. In Flow Designer, run validation, resolve any reported errors, and publish the flow[^21]. ### Verify Suggested check: confirm the flow validates with zero errors and reports a published status[^21]. ### Rollback Suggested rollback: use the entry point version label drop-down to point to a previously published flow version[^17]. ## Step 9: Create inbound telephony entry point and map numbers **One entry point per line of business** ### Do In Control Hub, go to Services > Contact Center > Customer experience > Channels and click Create[^2]. Set Channel type to Inbound Telephony, enter a name of 80 characters or fewer using alphanumeric characters, underscores, or hyphens, and verify the Timezone[^1][^5][^16]. Note that channel type cannot be changed after creation[^4]. Select the routing flow and the desired version label[^13][^17]. Enter a placeholder in the Service level threshold field if prompted, as it has no functional impact[^15]. Under Support Number, choose the Webex Calling location and select the line-of-business PSTN numbers in +E.164 format, keeping the total numbers on this entry point to 500 or fewer[^11][^12][^14][^26]. ### Verify Suggested check: verify each channel appears in Channels with the assigned flow, location, and phone numbers. ### Rollback A channel that is in an active state cannot be deleted[^3]. Suggested rollback: remove the mapped phone numbers and set the channel inactive before deleting. **One shared entry point for several lines of business** ### Do In Control Hub, go to Services > Contact Center > Customer experience > Channels and click Create[^2]. Set Channel type to Inbound Telephony, enter a name of 80 characters or fewer using alphanumeric characters, underscores, or hyphens, and verify the Timezone[^1][^5][^16]. Note that channel type cannot be changed after creation[^4]. Select the shared routing flow and the desired version label[^13][^17]. Enter a placeholder in the Service level threshold field, as it has no functional impact[^15]. Under Support Number, choose the Webex Calling location and select all shared PSTN numbers in +E.164 format, ensuring the count does not exceed 500[^11][^12][^14][^26]. ### Verify Suggested check: confirm the shared channel shows all mapped support numbers and the shared routing flow. ### Rollback A channel that is in an active state cannot be deleted[^3]. Suggested rollback: remove the support numbers and set the channel inactive before deleting. ## Step 10: Create outdial queue and outdial entry point **Yes, agents need outdial** ### Do Create an Outdial queue under Services > Contact Center > Customer experience > Queues by selecting Outdial as the queue type and Telephony as the channel type[^39][^44][^49]. Next, go to Channels, click Create, and choose Outbound Telephony as the channel type[^2][^5]. Configure the entry point with a routing flow, music on hold audio, and the outdial queue[^32]. A flow is preferred over a routing strategy when advanced features are needed, and the Override Flow Settings toggle allows channel-level variable defaults[^33]. ### Verify Suggested check: verify the outbound channel is created and associated with the outdial queue. ### Rollback A queue must be inactive before deletion, and an active channel cannot be deleted[^3][^40]. Suggested rollback: deactivate the outbound channel, delete it, deactivate the outdial queue, and delete it. **No, inbound only** ### Do Navigate to Services > Contact Center > Customer experience > Queues to review current queues[^44]. ### Verify Suggested check: verify that no unnecessary outbound channels or outdial queues are configured. ### Rollback Suggested rollback: none required. ## Step 11: Configure outdial in desktop profiles **Yes, agents need outdial** ### Do Navigate to Services > Contact Center > Desktop experience > Desktop profiles and open the agent desktop profile[^62]. Under Dial plan settings, enable Outdial, choose the Outdial Entry Point, and assign the Outdial ANI list that agents may present as caller ID[^7][^8]. ### Verify Suggested check: verify that the desktop profile shows Outdial enabled with the selected entry point and ANI list. ### Rollback Suggested rollback: toggle Outdial off in the desktop profile. **No, inbound only** ### Do In the desktop profile under Dial plan settings, leave Outdial disabled[^8]. ### Verify Suggested check: confirm the Outdial toggle remains disabled in the profile. ### Rollback Suggested rollback: none required. ## Step 12: Test end-to-end routing ### Do Have an agent sign in to Agent Desktop, select their call-handling preference (Desktop, Extension, or Dial Number), and choose a team that serves the target queue[^56]. On the desktop header, set the agent state to Available, as contacts route only when Available and agents start in an idle state[^58]. Place a test call from an external line to the mapped +E.164 support number[^11]. When testing queue holding, verify that when no agent is available, contacts park in the queue[^51]. ### Verify Suggested check: confirm the call delivers to the Available agent. In skill-based queues, verify that contacts are offered only to agents who entirely satisfy the queue or contact skill requirements[^53]. For shared entry points, verify test calls route correctly over variable branches, and verify that invalid variable values route to the Fallback Queue[^22]. ### Rollback Suggested rollback: sign the agent out of Agent Desktop and remove test support numbers from the entry point. ## Applicability Applies to: Cisco Webex Contact Center. Deployments: multi-tenant. Sources checked 2026-09-30. ## What remains uncertain WarmTransfer's reading of the sources is that the routing and queueing documentation provides no vendor guidance on whether to use one entry point per line of business or shared entry points[^50]. Whether limits on agents per queue stand at 500 or 1000 is not covered by the sources below. Whether a single PSTN support number can be mapped simultaneously to more than one entry point is not covered by the sources below. Whether team-level or agent-level skill profiles take precedence when conflicting skills are assigned is not covered by the sources below. The exact call treatment or caller disconnection experience upon reaching maximum time in queue beyond the contact being terminated is not covered by the sources below. ## Sources [^1]: A channel name can be at most 80 characters and may contain alphanumeric characters, underscores and hyphens. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel procedure, Name field. Checked 2026-09-30. [^2]: Entry points are created as channels in Control Hub under Services > Contact Center > Customer experience > Channels by clicking Create. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel procedure, steps 1 to 3. Checked 2026-09-30. [^3]: A channel that is in an active state cannot be deleted. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Edit or delete a channel. Checked 2026-09-30. [^4]: A channel's channel type cannot be edited after the channel is created. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Edit or delete a channel. Checked 2026-09-30. [^5]: The channel types offered when creating a channel are Chat, Email, Social, Inbound Telephony and Outbound Telephony. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel procedure, Channel type field. Checked 2026-09-30. [^6]: A desktop profile controls which entry points or queues agents may select as transfer or consult targets, and consult to queue works only for queues with teams serving them. Source: [Create and manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles), Dial plan settings, Consult to queue note. Checked 2026-09-30. [^7]: A desktop profile's Outdial ANI field selects the named list of phone numbers an agent can use as caller ID on outdial calls. Source: [Create and manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles), Dial plan settings, Outdial ANI. Checked 2026-09-30. [^8]: In a desktop profile, enabling Outdial requires choosing an Outdial Entry Point that agents use to make outdial calls. Source: [Create and manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles), Dial plan settings, Outdial and Outdial Entry Point. Checked 2026-09-30. [^9]: Cisco recommends using the Business Hours activity in the routing flow for working-hours logic on an inbound telephony entry point. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Entry Point Settings, Routing flow. Checked 2026-09-30. [^10]: An entry point is the association of an inbound telephone number with an IVR service flow in Webex Contact Center. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/Set-Up-Voice-Channel-for-Webex-Contact-Center), Entry points section. Checked 2026-09-30. [^11]: Webex Contact Center supports mapping only PSTN numbers in globalized +E.164 format to entry points; extensions are not supported as support numbers. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Support Number section. Checked 2026-09-30. [^12]: Support numbers for an inbound entry point are selected, one or several, from numbers already configured under Webex Calling services. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Support Number section. Checked 2026-09-30. [^13]: An inbound telephony entry point is assigned its routing flow from a drop-down list in the entry point settings. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Entry Point Settings, Routing flow. Checked 2026-09-30. [^14]: When creating an inbound telephony entry point, the administrator selects a Webex Calling location and a PSTN number from drop-down lists before saving. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/Set-Up-Voice-Channel-for-Webex-Contact-Center), Create entry points procedure. Checked 2026-09-30. [^15]: The service level threshold field on an inbound telephony entry point has no functional impact on the system's calculations, and any placeholder value may be entered. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Entry Point Settings, Service level threshold. Checked 2026-09-30. [^16]: An inbound telephony entry point has a Timezone setting that defaults to the tenant timezone. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Entry Point Settings, Timezone. Checked 2026-09-30. [^17]: The entry point settings include a version label drop-down used to choose the preferred version of the assigned flow. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Entry Point Settings, Version label. Checked 2026-09-30. [^18]: The Queue Contact activity outputs a QueueId variable on success and has a failure path with error codes such as INVALID_QUEUE. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity, Output variables. Checked 2026-09-30. [^19]: When the selected queue is skill-based, the Queue Contact activity lets the flow add one or more skill requirements to the contact. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity, Skill requirements. Checked 2026-09-30. [^20]: In the Queue Contact activity, Static Queue routes every contact to the single queue chosen in the Queue drop-down list. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity, Static Queue. Checked 2026-09-30. [^21]: A flow must be validated and its errors fixed before it can be published. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Publish a flow. Checked 2026-09-30. [^22]: In the Queue Contact activity, Variable Queue selects the queue from a String flow variable, and a Fallback Queue receives the contact if the variable returns an invalid queue ID. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity, Variable Queue and Fallback Queue. Checked 2026-09-30. [^23]: A shared entry point serving several lines of business needs flow logic that sets a queue variable for Variable Queue selection, while one entry point per line of business can use a Static Queue (inferred). Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity, Static Queue and Variable Queue. Checked 2026-09-30. [^24]: The system limits page lists a maximum of 500 agents per queue (disputed). Source: [Webex Contact Center system limits](https://help.webex.com/en-us/article/n7s6ed7/Webex-Contact-Center-system-limits), Table 3, Active and maximum configuration limits. Checked 2026-09-30. [^25]: A queue can have up to 20 call distribution groups, up to 50 teams per distribution group and up to 250 teams across all its distribution groups. Source: [Webex Contact Center system limits](https://help.webex.com/en-us/article/n7s6ed7/Webex-Contact-Center-system-limits), Table 1 Contact service queue rows and Table 3 Active and maximum configuration limits. Checked 2026-09-30. [^26]: Up to 500 dialed numbers can be mapped to a single entry point and up to 15000 dialed numbers in total. Source: [Webex Contact Center system limits](https://help.webex.com/en-us/article/n7s6ed7/Webex-Contact-Center-system-limits), Table 1, Dialed numbers rows. Checked 2026-09-30. [^27]: Webex Contact Center allows up to 6000 active entry points and up to 1000 active outdial entry points per tenant. Source: [Webex Contact Center system limits](https://help.webex.com/en-us/article/n7s6ed7/Webex-Contact-Center-system-limits), Table 1, Configuration entities rows. Checked 2026-09-30. [^28]: The limits are 500 skill-based routing type queues and 10500 team-based routing type queues. Source: [Webex Contact Center system limits](https://help.webex.com/en-us/article/n7s6ed7/Webex-Contact-Center-system-limits), Table 1, Queues rows. Checked 2026-09-30. [^29]: A queue can have up to 50 skill requirements. Source: [Webex Contact Center system limits](https://help.webex.com/en-us/article/n7s6ed7/Webex-Contact-Center-system-limits), Table 1, Queues rows. Checked 2026-09-30. [^30]: For telephony, the service level threshold and the maximum time in queue can each be set up to 86400 seconds. Source: [Webex Contact Center system limits](https://help.webex.com/en-us/article/n7s6ed7/Webex-Contact-Center-system-limits), Table 1, Contact service queue rows. Checked 2026-09-30. [^31]: Numbers for the contact center are added in Control Hub under Locations, selecting a location, then Calling, Set up calling, choosing a PSTN provider type and using Add Numbers Now. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/Set-Up-Voice-Channel-for-Webex-Contact-Center), Configuration checklist, add and activate phone numbers. Checked 2026-09-30. [^32]: An outdial entry point is configured with a routing flow, a music on hold audio file and an outdial queue chosen from a list. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Outdial Entry Point settings. Checked 2026-09-30. [^33]: For an outdial entry point, a flow is preferred over a routing strategy when advanced features are needed, and an Override Flow Settings toggle lets flow variable defaults be customised at channel level. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Outdial Entry Point settings, Routing flow and Override Flow Settings. Checked 2026-09-30. [^34]: An entry point named Outdial Transfer to Queue is created automatically to support callback transfers. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel, note on system entry points. Checked 2026-09-30. [^35]: The PSTN provider types offered for a contact center location are Webex Contact Center PSTN, Cloud Connected PSTN, Local Gateway and Cisco Calling Plan. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/Set-Up-Voice-Channel-for-Webex-Contact-Center), Configuration checklist, PSTN connectivity. Checked 2026-09-30. [^36]: A queue's advanced settings include switches for Service monitoring and Allow recording, plus pause and resume recording settings. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Advanced settings. Checked 2026-09-30. [^37]: An agent-based queue sends contacts to the next available agent in a preconfigured order, with Circular as its default pattern. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Contact routing settings, agent-based. Checked 2026-09-30. [^38]: The queue setup page states a maximum of 1000 agents can be added to an agent-based queue (disputed). Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Contact routing settings, agent-based. Checked 2026-09-30. [^39]: A queue's channel type is one of Chat, Email, Social channel or Telephony. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Channel type field. Checked 2026-09-30. [^40]: A queue must be in the inactive state before it can be deleted. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Delete a queue. Checked 2026-09-30. [^41]: A queue has a Manual-assigned contacts by agents switch that lets agents self-assign contacts. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), General settings, Manual-assigned contacts by agents. Checked 2026-09-30. [^42]: A queue's maximum time in queue is the time after which the contact, of any media type, is terminated. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), General settings, Maximum time in queue. Checked 2026-09-30. [^43]: A queue name cannot exceed 80 characters. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), General settings, Name. Checked 2026-09-30. [^44]: Queues are created in Control Hub under Services > Contact Center > Customer experience > Queues by clicking Create queue. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Create a queue procedure, steps 1 to 3. Checked 2026-09-30. [^45]: A skill-based queue offers two skill assignment types, assign skills to the queue or assign skills in flows, and the choice cannot be changed after the queue is created. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Contact routing settings, skill-based, skill assignment type. Checked 2026-09-30. [^46]: A skill-based queue routes either to the Longest available agent or to the Best available agent, the one with the highest proficiency in the required skill. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Contact routing settings, skill-based. Checked 2026-09-30. [^47]: A queue's service level threshold is the time a customer request can wait in the queue before the system flags it as outside the service level. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), General settings, Service level threshold. Checked 2026-09-30. [^48]: A team-based queue uses Longest available as its default pattern and organises teams into distribution groups with priorities, using an Add group after value in seconds to move to the next group. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Contact routing settings, team-based. Checked 2026-09-30. [^49]: An inbound queue is where a customer contact waits before being assigned to an agent, while an outdial queue is a holding place for outbound customer contacts. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Queue type field. Checked 2026-09-30. [^50]: The routing and queueing article gives no vendor guidance on whether to use one entry point per line of business or shared entry points (inferred). Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Whole article; absence of guidance. Checked 2026-09-30. [^51]: When a contact is queued and no agent is available, the contact is parked in the queue and waits. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Contact routing flow section. Checked 2026-09-30. [^52]: A queue receives contacts when a flow's Queue Contact activity selects it. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Queues section. Checked 2026-09-30. [^53]: In skill-based routing an agent must entirely satisfy the skill criteria of the queue to be offered its contacts. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill-based routing section. Checked 2026-09-30. [^54]: Cisco positions skill-based queues for cases where static assignment of skills and management of queue-to-agent association is feasible and desirable for operational control. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill-based routing section. Checked 2026-09-30. [^55]: With team-based queues, agents can move between queues by choosing a different team when they sign in. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Team-based routing section. Checked 2026-09-30. [^56]: At Agent Desktop sign-in the agent chooses how to handle calls (Desktop, Extension or Dial Number) and chooses a team from the Team drop-down list. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in, Interaction Preferences and Team. Checked 2026-09-30. [^57]: A skill profile is a set of skills with assigned values, applied to an agent-based team or an individual agent, and its proficiency values determine which agents match skill-based queue criteria. Source: [Create and manage skill profiles](https://help.webex.com/en-us/article/arzaac/Create-and-manage-skill-profiles), Skill profiles overview. Checked 2026-09-30. [^58]: Contacts of any channel are routed to an agent only when the agent's state is Available; agents start in an idle state. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Set Availability. Checked 2026-09-30. [^59]: When skill profiles are enabled at team level, an agent added to a team is assigned the team's skill profile. Source: [Manage teams](https://help.webex.com/en-us/article/mqf72s/Manage-teams), Create a team, Skill profile. Checked 2026-09-30. [^60]: A team is either agent-based, with specific agents assigned, or capacity-based, with no agents assigned and intended for voice mailboxes or agent groups Webex Contact Center does not manage. Source: [Manage teams](https://help.webex.com/en-us/article/mqf72s/Manage-teams), Create a team, Team type. Checked 2026-09-30. [^61]: Cisco advises successfully making inbound and outbound calls over the chosen Webex Calling PSTN connectivity option before deploying Webex Contact Center. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/Set-Up-Voice-Channel-for-Webex-Contact-Center), PSTN connectivity, testing note. Checked 2026-09-30. [^62]: Desktop profiles are created under Services > Contact Center > Desktop experience > Desktop profiles > Create desktop profile, with sections General settings, Idle/wrap-up Codes, Collaboration, Voice, Agent Statistics and Desktop timeout. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Desktop-profiles), Create a desktop profile procedure. Checked 2026-09-30.