Webex Calling Call Queue as a product
Verified 2026-09-24 · 23 sources · tier 2 · 1 disputed
Also known as Call Queue, call whisper, comfort message bypass.
Cisco describes a Webex Calling call queue as a collection of core call centre features including voice queues, analytics, and reports, available with the Webex Calling professional licence 9. Neither the call queue article nor the hunt group article states how the 2 features differ, though each names the other 10.
Caller treatments and routing
A call queue publishes 5 caller and agent treatments that a hunt group does not have: 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 7. 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 directly to the agent 20. The estimated wait message plays after the welcome message and before the comfort message, and it conveys either the estimated wait time or the position in the queue, but not both 19.
In the field, the available routing patterns depend on the selected routing type: priority-based routing provides circular, regular, simultaneous, uniform, and weighted options, whereas skill-based routing provides only circular, regular, and simultaneous 15.
Queue policies and call exits
In the field, 4 call queue policies follow an explicit evaluation order of priority: holiday service, then night service, then forced forwarding, and finally stranded calls 8.
In the field, documentation employs 3 specific terms to define distinct queue exits: a call is handled when the queue becomes full, bounced when an agent fails to answer, and processed when no agents are in the queue 18. The word drop is not used in the call queue article 12. A bounced call returns to the head of the queue, and the nearest outcome to a call loss is busy treatment, which is reachable via overflow, holiday, night, and stranded settings 12.
Overflow can be triggered by reaching a queue wait time in seconds or by encountering a full queue, and it provides 3 treatment outcomes: a fast busy tone, continuous ringing until the caller disconnects, or a transfer to a phone number 14.
Supervisory controls and configuration bounds
A call queue supports supervisor monitoring, coaching, barge in, and take over scoped specifically to call queue calls, reached through feature access codes 17.
Several configuration bounds include published default values, such as a 30-second comfort message bypass, 3 call-back retries spaced 5 minutes apart, a 60-second bounce time, and a 30-second alert on hold 6. Conversely, other limits publish no default value alongside their bounds, including the number of calls in queue, an overflow wait of up to 7200 seconds, a bounced call ring count of up to 20, a limit of 100 supervisors, and up to 100 dialled numbers 13.
The allowed range for the number of calls in queue has a documented range of 1 to 250, accompanied by a warning that setting the value to 0 stops incoming calls from being allowed at all 21. However, sources disagree on the lower limit of this setting, as the configuration steps list a range beginning at 0 while the import file reference gives a range beginning at 1 5.
Documentation patterns and absences
In the field, the call queue documentation reproduces wording from other features: its caller identity setting still states hunt group, and its hold music section names itself the customer assist queue hold music feature 4. In the field, the documentation is also served under 2 distinct identifiers that render identical content, with the article's own text linking to the second identifier under the anchor text Configure call forwarding for a call queue 16.
The call queue documentation does not mention call recording 11. In the field, it contains no reference to record artefacts whatsoever: the terms recording, call detail record, and call history are entirely absent, leaving unstated what artefacts a queue leg creates 3.
See also
- See also Webex Calling hunt groups.
- See also Webex Calling Customer Assist as a product.
- See also A documentation template and the defects it carries.
- See also The Webex Calling feature access codes.
Applicability
Applies to: Cisco Webex Calling. Deployments: multi-tenant. Sources checked 2026-09-15.
What remains uncertain
What a queued and overflowed call leaves in the call detail records is not covered by the sources below. Whether a handled count means the same thing in calling and in contact centre is not covered by the sources below. A Cisco statement of how a call queue differs from a hunt group is missing from vendor documentation 10. What happens to a recording when a call queue distributes a call is not covered by the sources below. Sources disagree on whether a call queue may be configured to hold 0 calls, as configuration steps state the range starts at 0 while the import file reference defines the range as 1 to 250 5 21.
See also
Related to
- The Webex Calling feature access codes — Supervisor monitoring is reached by dialled codes
- Webex Calling hunt groups — Two features documented as siblings with no stated difference
Referenced by
- Customer Assist and Call Queue in Webex Calling and the missing Contact Center comparison — The smaller Calling offering it is compared with
- A documentation template and the defects it carriesstub — The third
- A documentation template and the defects it carries — The third
- The Webex Calling Attendant Console — A transfer destination it can show no presence for
- The Webex Calling Receptionist Client — Retrieve and reorder are per-call actions on a queue
- What each Webex Calling licence type includes — Workspace includes call queue and Standard does not
Sources
- 1In the feature matrix the call queue row is Y for Professional (User), Professional (Workspace) and Workspace, and N for Standard.Features available by license type for Webex Calling · feature table; Call Queue row · Checked 2026-09-24
- 2Standard is the only one of the four licence types without call queue, so a Workspace licence can do call queue work that a Standard user licence cannot.inferredFeatures available by license type for Webex Calling · feature table; Call Queue row compared with Voicemail and Call Recording rows · Checked 2026-09-24
- 3The 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 reportConfigure Call Queue · Configure Call Queue, whole article · Checked 2026-09-15
- 4The 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 reportConfigure Call Queue · Configure Call Queue, caller identity and hold music sections · Checked 2026-09-05
- 5The 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.disputedConfigure Call Queue · Configure Call Queue, incoming call settings against the comma-separated file field table · Checked 2026-09-05
- 6The 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.Configure Call Queue · Configure Call Queue, timer settings · Checked 2026-09-05
- 7A 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.Configure Call Queue · Configure Call Queue, announcements · Checked 2026-09-05
- 8Four call queue policies are evaluated in a stated order of priority: holiday service, then night service, then forced forwarding, then stranded calls.field reportConfigure Call Queue · Configure Call Queue, Manage call queue policies · Checked 2026-09-15
- 9Cisco 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.Configure Call Queue · Configure Call Queue, overview · Checked 2026-09-05
- 10Neither the call queue article nor the hunt group article states how the 2 features differ, though each names the other.Configure Call Queue · Configure Call Queue and Manage hunt groups in Control Hub, counted against the rendered article · Checked 2026-09-05
- 11The call queue article does not mention call recording.Configure Call Queue · Configure Call Queue, counted against the rendered article · Checked 2026-09-05
- 12The 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.Configure Call Queue · Configure Call Queue, overflow and bounced call settings, counted against the rendered article · Checked 2026-09-05
- 13Other 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.Configure Call Queue · Configure Call Queue, queue and overflow settings · Checked 2026-09-05
- 14Overflow 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.Configure Call Queue · Configure Call Queue, Edit overflow settings · Checked 2026-09-15
- 15The 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 reportConfigure Call Queue · Configure Call Queue, bulk CSV reference, Call Routing Pattern · Checked 2026-09-15
- 16The 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 reportConfigure Call Queue · Retrieval result against the article's own related link · Checked 2026-09-05
- 17A call queue supports supervisor monitoring, coaching, barge in and take over, reached by feature access codes and scoped to call queue calls.Configure Call Queue · Configure Call Queue, supervisor settings · Checked 2026-09-05
- 18The 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 reportConfigure Call Queue · Configure Call Queue, Manage call queue policies · Checked 2026-09-15
- 19The 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.Configure Call Queue · Configure Call Queue, Estimated wait message for queued calls · Checked 2026-09-15
- 20The 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.Configure Call Queue · Configure Call Queue, Welcome message · Checked 2026-09-15
- 21The 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.Configure Call Queue · Configure Call Queue, bulk CSV reference, Number of Calls in Queue · Checked 2026-09-15
- 22The Receptionist Client can retrieve a specific waiting call from a queue and reorder a call to the front of it.Get started with your Receptionist Client · Get started with your Receptionist Client, monitor calls in queue · Checked 2026-09-15
- 23The Workspace licence includes call queue and the Standard licence does not.Features available by license type for Webex Calling · Features available by license type, Call Queue row · Checked 2026-09-15
Documents
Configure Call Queue
Features available by license type for Webex Calling
Get started with your Receptionist Client
Cite this page
APA
WarmTransfer. (2026, September 24). Webex Calling Call Queue as a product. WarmTransfer. https://warmtransfer.net/knowledge/webex-calling-call-queue
BibTeX
@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 2026-09-24}
}