Configure Call Queue

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

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

Published

unknown

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

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

Claims citing this source

• 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-pattern 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-pattern 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. fact 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. fact 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-pattern 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. fact in context
• Neither the call queue article nor the hunt group article states how the 2 features differ, though each names the other. fact in context
• The call queue article does not mention call recording. fact 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. fact 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. fact 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. fact 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-pattern 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-pattern 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. fact 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-pattern 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. fact 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. fact 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. fact 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. fact in context

Cite this source record

APA

WarmTransfer. (2026, September 5). 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 2026-09-05}
}