Webex Calling Call Queue as a product

Verified 2026-09-15 · 13 claims · sources tier 2 · 1 disputed

Also known as Call Queue, call whisper, comfort message bypass.

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 5. The call queue documentation does not mention call recording 7.

Call treatments and supervision

A call queue publishes 5 caller and agent treatments that a hunt group lacks: a welcome message, an estimated wait message, a comfort message, a comfort message bypass, and hold music, in addition to a call whisper played to the agent 4. A call queue also supports supervisor monitoring, coaching, barge in, and take over, which are scoped to call queue calls and reached by feature access codes 11.

The word drop does not occur in the call queue article 8. A bounced call returns to the head of the queue, and the nearest outcome to a loss is busy treatment, which is reachable from overflow, holiday, night, and stranded settings 8.

Configuration settings and bounds

The call queue documentation publishes defaults alongside bounds for several parameters, including 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 3. Other call queue settings publish a bound without a default, including 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 9.

Documentation discrepancies

In the field, 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 1. Additionally, field reports suggest that the call queue article is served under 2 identifiers whose rendered content is identical, with the article's own body linking the second identifier under the text Configure call forwarding for a call queue 10. Neither the call queue article nor the hunt group article states how the 2 features differ, although each names the other 6.

Sources disagree on the allowable queue capacity: 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 2.

See also

See also Webex Calling hunt groups. See also Webex Calling Customer Assist as a product. See also The Webex Calling feature access codes. See also A documentation template and the defects it carries.

Applicability

Across the claims in this article, the evidence covers Cisco Webex Calling, verified as of 2026-09-05. The deployment model is not covered by any claim in this article.

What remains uncertain

A Cisco statement of how a call queue differs from a hunt group is not covered by any claim in this article. What happens to a recording when a call queue distributes a call is not covered by any claim in this article. This is disputed: whether a call queue may be configured to hold 0 calls is subject to conflicting ranges in documentation 2.

WarmTransfer. (2026, September 15). Webex Calling Call Queue as a product. WarmTransfer. https://warmtransfer.net/knowledge/webex-calling-call-queue

@misc{warmtransfer-webex-calling-call-queue,
  title  = {Webex Calling Call Queue as a product},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-calling-call-queue},
  note   = {Verified 2026-09-15}
}