Configure Call Queue

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nzkg083/Configure-Call-Queue

Published

2026-07-23

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• When a Webex Calling call queue sends a call to an agent, the agent's own call forwarding does not apply. in context
• When a Webex Calling call queue is full, overflow can play busy (fast-busy), play ringing until the caller hangs up, or transfer to a phone number, and a separate option overflows calls after a set wait time. in context
• Webex Calling call queue overflow has a transfer-to-voicemail setting (Overflow Transfer to Voicemail Enable). in context
• A Webex Calling call queue can hold 0 to 250 calls, and Cisco advises against setting Number of Calls in Queue to 0. in context
• A Webex Calling call queue CSV import may contain at most 1,000 rows, not counting the header. in context
• Each row of a Webex Calling call queue CSV can list at most 50 agents. The agent action column accepts ADD, REMOVE or REPLACE, and REPLACE overwrites all previously entered agents. in context
• To add a call queue by CSV, the row must include Name, Location, Call Routing Pattern, and either a Phone Number or an Extension. in context
• Call forwarding settings for a Webex Calling call queue cannot be modified in bulk through the CSV. in context
• When a call queue sends a call to an agent, the agent's own call forwarding does not apply to that call. in context
• Webex Calling call queue agents can be users, workspaces or virtual lines. in context
• Call queue bounced-call settings can bounce a call after 1 to 20 unanswered rings, bounce it if the agent becomes unavailable, and alert the agent or bounce the call when it has been on hold for 1 to 600 seconds. in context
• Call queue call forwarding can always forward, selectively forward by business or holiday schedule and by caller, or forward by operating mode, and 'Not to Forward' rules take precedence over 'Forward' rules. in context
• The call queue comfort message plays after the welcome message and before hold music, at an interval of 1 to 600 seconds. in context
• An administrator creates a call queue in Control Hub under Services > Calling > Features by selecting the Call Queue card and clicking Add new; the wizard runs through Basics, Call Routing, Overflow Settings, Announcements, Select Agents and Review pages. in context
• The estimated wait message tells the caller either their queue position or the estimated wait time, plays after the welcome message and before the comfort message, uses a configurable default handling time of 1 to 100 minutes, and can replay every 10 to 600 seconds. in context
• Forced forwarding puts a call queue into an emergency mode that diverts new incoming calls to an entered phone number, independent of the night service and holiday service routes. in context
• A custom call queue announcement such as the welcome or comfort message accepts up to four announcement files, and custom announcement media is WAV. in context
• Call queue hold music loops after the comfort message and can use the default audio or custom audio files. in context
• The call queue setting 'Allow agents to join or unjoin the queue' lets agents control their own membership, and agents added when the queue is created start as joined. in context
• Webex Calling Call Queue is offered as part of the Webex Calling professional license at no additional cost. in context
• The 'Allow agents on active calls to take additional calls' check box lets a call queue offer calls to agents who are already on a call. in context
• A call queue's holiday service routes calls differently according to a selected holiday schedule, and its night service routes calls differently outside the business hours schedule selected for the queue. in context
• A call queue must have a phone number or an extension; an extension is 2 to 10 digits, and if the extension is left blank the system assigns the last four digits of the phone number. in context
• When a call queue is full, the overflow treatment is one of: perform busy treatment (fast-busy tone), play ringing until the caller hangs up, or transfer to a phone number. in context
• A call queue can start overflow processing once callers have waited a set number of seconds (1 to 7200 in the CSV reference), and can play an announcement before overflow processing. in context
• A call queue using Circular, Top Down or Longest Idle routing supports up to 1,000 agents, Weighted supports up to 100 agents and Simultaneous supports up to 50 agents. in context
• Priority-based routing on a Webex Calling call queue offers five patterns: Circular (continues from the agent after the last one who took a call), Top Down (starts from the top of the agent list each time), Longest Idle, Weighted and Simultaneous (rings all agents at once). in context
• The Number of Calls in Queue setting on a call queue accepts 0 to 250, and 250 is the maximum number of calls a queue can hold at one time. in context
• If a call queue's Number of Calls in Queue is set to 0, incoming calls to the queue are not allowed. in context
• Skill-based routing on a call queue sends calls to agents by skill level from 1 (highest) to 20 (lowest), uses Circular, Top Down or Longest Idle to pick between agents with the same skill level, and defaults each agent to level 1. in context
• Stranded call handling on a call queue can leave the call in queue, perform busy treatment, transfer to a phone number, apply night service, play ringing until the caller hangs up, or play an announcement until the caller hangs up. in context
• Call queue supervisors silent-monitor with #82, coach with #85, barge in with *33 and take over with #86, each followed by the agent extension, and a supervisor can be assigned up to 100 agents. in context
• Weighted routing on a call queue sends calls to agents according to a percentage (0 to 100) that the administrator assigns to each agent. in context
• A call queue welcome message plays when callers first reach the queue, and it can be marked mandatory so it plays even when an agent is available. in context
• A call whisper message plays only to the agent, just before the queue call connects, so an agent in several queues can tell which queue the call came from. in context
• By default, a call queue does not route calls to agents who are in the Wrapping Up state. in context
• When a queue call is sent to an agent, the agent's own call forwarding does not apply to it. in context
• Users, workspaces and virtual lines can be call queue agents and can be assigned to multiple call queues. in context
• A call queue using circular, top-down or longest-idle routing (priority-based or skill-based) supports up to 1,000 agents. in context
• Admins control whether agents may join or unjoin a call queue themselves through the 'Allow agents to join or unjoin the queue' setting. in context
• A bounced call is a queue call that was sent to an available agent who did not answer; it is placed back into the queue. in context
• Bounced-call settings can bounce a call that an agent has held longer than a set time (1-600 seconds) and can separately alert the agent when a call has been on hold for a set time. in context
• The 'Bounce calls after set number of rings' option accepts 1 to 20 rings. in context
• Bounced-call settings include 'Bounce if agent becomes unavailable', which returns a call to the queue when the agent it was offered to becomes unavailable. in context
• A call queue offers new calls to agents already on an active call only if the admin enables 'Allow agents on active calls to take additional calls'. in context
• Call queue forced forwarding temporarily diverts new incoming calls to another route, independent of the night service and holiday service routes. in context
• Agents are added to a new call queue with joined state TRUE; if an agent's joined state is FALSE, calls are not routed to that agent even when the agent is available. in context
• Call queue holiday service and night service each route calls by a selected schedule (busy treatment or transfer to a number), and night service can be forced on regardless of the business-hours schedule. in context
• An agent who looks Available but gets no queue calls is most likely explained by one of the documented conditions: joined state FALSE, signed out, in wrap-up, already on a call without the call-waiting option, a queue in night, holiday or forced-forward routing, or (Customer Assist) set Unavailable automatically after a bounce. inferred in context
• When a call queue overflows, the admin-selected overflow treatment is one of: perform busy treatment (fast-busy tone), play ringing until the caller hangs up, or transfer to a phone number. in context
• The overflow-after-wait time accepts 1 to 7200 seconds. in context
• With 'Enable overflow after calls wait x seconds' set, the overflow treatment is triggered once a caller has waited the configured number of seconds, even if the queue is not full. in context
• Priority-based call queue routing offers five patterns: circular, top down, longest idle, weighted and simultaneous. in context
• A call queue has its own call forwarding settings (always, selective, or by mode), separate from agent forwarding. in context
• A Webex Calling call queue can hold at most 250 calls (queue size). in context
• If Number of Calls in Queue is set to 0, the call queue allows no incoming calls; the configurable range is 0-250. in context
• Webex Calling allows up to 1,000 call queues per location. in context
• A call queue using the simultaneous routing pattern supports at most 50 agents. in context
• Skill-based call queue routing routes first on agent skill level and, among agents with the same skill level, applies the selected pattern, which can only be circular, top down or longest idle. in context
• Call queue agent skill levels range from 1 (highest) to 20 (lowest). in context
• A stranded call is a call processed by a queue that has no agents currently staffed, and the stranded-calls policy decides what happens to it. in context
• Stranded-call treatment options are leave in queue, perform busy treatment, transfer to phone number, night service, play ringing until the caller hangs up, and play an announcement until the caller hangs up. in context
• The stranded-calls option 'Trigger policy when all agents are unreachable' applies the stranded treatment even when agents are logged in but unreachable, for example after a power or network outage. in context
• Stranded-call handling does not activate while at least one staffed agent is in the wrap-up or busy state. in context
• A call queue supervisor can be assigned up to 100 agents. in context
• A call queue using the weighted routing pattern supports at most 100 agents. in context
• Unless the welcome message is set as mandatory, a caller who reaches the queue while an agent is available does not hear it. in context
• By default, call queue calls are not routed to agents who are in the Wrapping Up state. disputed in context
• Webex Calling call queue supervisors use #82 for silent monitoring, #85 for coaching, *33 for barge-in and #86 for take over, each followed by the agent's extension or number. in context
• Basic Call Queue is included in the Webex Calling Professional license and is not available on the Standard license. in context
• Basic Webex Calling call queues support Weighted routing with at most 100 agents, alongside Circular, Top Down, Longest Idle and Simultaneous. in context
• The call queue article documents no record artefact: the words recording, call detail record and call history do not occur in it anywhere, so nothing states what a queue leg leaves behind. field report in context
• The call queue article's caller identity setting reproduces the hunt group article's wording and still says hunt group, and its hold music section calls itself the customer assist queue hold music feature. field report in context
• The call queue article states the number of calls allowed in a queue as a range beginning at 0 in its configuration steps and as a range beginning at 1 in its own import file reference. disputed in context
• The call queue publishes a default alongside the bound for several settings, among them a 30 second comfort message bypass, 3 call-back retries 5 minutes apart, a 60 second bounce time and a 30 second alert on hold. in context
• A call queue publishes 5 caller and agent treatments a hunt group has none of: a welcome message, an estimated wait message, a comfort message, a comfort message bypass and hold music, plus a call whisper played to the agent. in context
• Four call queue policies are evaluated in a stated order of priority: holiday service, then night service, then forced forwarding, then stranded calls. field report in context
• Cisco describes a call queue as a collection of core call centre features including voice queues, analytics and reports, available with the Webex Calling professional licence. in context
• Neither the call queue article nor the hunt group article states how the 2 features differ, though each names the other. in context
• The call queue article does not mention call recording. in context
• The word drop does not occur in the call queue article; a bounced call returns to the head of the queue and the nearest outcome to a loss is busy treatment, reachable from overflow, holiday, night and stranded settings. in context
• Other call queue settings publish a bound and no default, among them the number of calls in queue, an overflow wait of up to 7200 seconds, a bounced call ring count of up to 20, 100 supervisors and 100 dialled numbers. in context
• Overflow offers three treatments: a fast busy tone, ringing until the caller hangs up, or a transfer to a phone number, and it can be triggered by a wait time in seconds as well as by a full queue. in context
• The set of routing patterns available depends on the routing type: priority based routing offers circular, regular, simultaneous, uniform and weighted, while skill based routing offers only circular, regular and simultaneous. field report in context
• The call queue article is served under 2 identifiers whose rendered content is identical, and the article's own body links the second identifier under the text Configure call forwarding for a call queue. field report in context
• A call queue supports supervisor monitoring, coaching, barge in and take over, reached by feature access codes and scoped to call queue calls. in context
• The call queue article uses three different words for three different exits and defines each: a call is handled when the queue becomes full, bounced when the agent does not answer, and processed when the queue has no agents. field report in context
• The estimated wait message tells the caller either their estimated wait time or their position in the queue, and it plays after the welcome message and before the comfort message. in context
• The welcome message can be marked mandatory, and when it is not, a caller who reaches the queue while an agent is available does not hear it and is transferred to the agent. in context
• The number of calls allowed in a queue has a documented range of 1 to 250 and the article warns that setting it to 0 stops incoming calls being allowed at all. in context
• Where the 3 bulk sections differ they mostly differ by feature: the call park table has 4 columns where the others have 5, and the call queue table adds skill level, weight and time zone columns for its routing. in context

Cite this source record

APA

WarmTransfer. (2026, July 23). Configure Call Queue. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nzkg083-webex-calling-configure-call-queue

BibTeX

@misc{warmtransfer-cisco-help-nzkg083-webex-calling-configure-call-queue,
  title  = {Configure Call Queue},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nzkg083-webex-calling-configure-call-queue},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}