Setting up Webex Calling call queues and hunt groups

See also

Sources

1. 1
   Control Hub analytics data other than Meetings is batch processed daily and becomes available within 24 hours.

   Analytics for Your Cloud Collaboration Portfolio · Analytics overview, data processing note · Checked 2026-09-30
2. 2
   Control Hub Calling analytics includes a Hunt Group section with hunt group usage and hunt group performance views.

   Analytics for Your Cloud Collaboration Portfolio · Webex Calling analytics, Hunt Group · Checked 2026-09-30
3. 3
   Control Hub Calling analytics has Call Queue Stats, Call Queue Agent Stats and Live Queue Stats; Live Queue Stats shows calls waiting and agents staffed, idle and unavailable, is collected every 30 seconds, and ignores the date picker.

   Analytics for Your Cloud Collaboration Portfolio · Webex Calling analytics, Call Queue, Live queue stats · Checked 2026-09-30
4. 4
   Webex Calling announcement repository files must be .WAV files at 16 kHz, 16-bit, PCM, and the repository is managed at the organization and the location level.

   Manage announcement repository · Manage announcement repository, file requirements · Checked 2026-09-30
5. 5
   Announcement repository text-to-speech accepts up to 3,000 characters, and an organization can create or update 150 TTS announcements per day.

   Manage announcement repository · Manage announcement repository, text-to-speech · Checked 2026-09-30
6. 6
   A call queue agent in the Webex App desktop selects the Queues icon in the footer, signs in, sets an agent status and toggles each queue on or off to join or unjoin; on mobile the path is profile picture > Call Queues. The administrator must first make the user a queue member.

   Webex App | Change your call queue status · Desktop and Mobile tabs; prerequisite note · Checked 2026-09-30
7. 7
   A Customer Assist agent set to Available receives queue calls, an agent set to Unavailable does not, and an agent in Wrapping Up is finishing post-call work and does not receive new calls.

   Get started with Webex Calling Customer Assist for Agents · Agent states · Checked 2026-09-30
8. 8
   Customer Assist auto-answer connects queue calls with a delay of 0 to 10 seconds on supported devices such as the Webex App for desktop and Cisco MPP phones, and is not supported on mobile apps, RoomOS, analog or DECT devices.

   Webex Calling Customer Assist · Auto answer · Checked 2026-09-30
9. 9
   A Customer Assist queue is created in Control Hub under Services > Customer Assist > Queues, and the wizard includes a step that assigns Customer Assist licenses to newly added agents.

   Webex Calling Customer Assist · Create a Customer Assist queue · Checked 2026-09-30
10. 10
    Screen pop, agent wrap-up reasons, auto-answer for queue calls, real-time queue details for agents, and supervisor real-time and historical analytics in the Webex App are Customer Assist features that a plain call queue does not have.

    Webex Calling Call Queue and Customer Assist feature comparison · Feature comparison table, agent, supervisor, admin and analytics rows · Checked 2026-09-30
11. 11
    Webex Calling Customer Assist requires a Customer Assist license, sold through Cisco Collaboration Flex Plan 3.0, and that license includes a Webex Calling professional license.

    Webex Calling Call Queue and Customer Assist feature comparison · Licensing row · Checked 2026-09-30
12. 12
    Workspaces and virtual lines cannot be assigned to Customer Assist queues, and Customer Assist agents must hold Customer Assist licenses.

    Webex Calling Customer Assist · Limitations; Assign agents · Checked 2026-09-30
13. 13
    The Customer Assist queue wizard lists Circular, Top Down, Longest Idle and Simultaneous as priority-based patterns, with no Weighted option.

    Webex Calling Customer Assist · Create a Customer Assist queue, Call Routing page · Checked 2026-09-30
14. 14
    Customer Assist screen pop is configured per queue with a URL, a desktop label and query parameters that can carry variables such as the caller ANI and the dialed DNIS.

    Webex Calling Customer Assist · Configure screen pop · Checked 2026-09-30
15. 15
    An existing call queue can be upgraded to a Customer Assist queue, keeping its agents and settings; the upgrade removes workspaces and virtual lines, changes a Weighted pattern to Top Down, and cannot be downgraded.

    Webex Calling Customer Assist · Upgrade a call queue to a Customer Assist queue; Limitations · Checked 2026-09-30
16. 16
    Customer Assist wrap-up reasons can be added one at a time or by CSV and assigned to queues with a per-queue default, and the wrap-up timer defaults to 10 seconds.

    Webex Calling Customer Assist · Wrap-up reasons · Checked 2026-09-30
17. 17
    Choose a hunt group when calls only need to ring members in a pattern, a call queue when callers must wait with announcements, overflow and agent join/unjoin, and Customer Assist when you also need screen pop, wrap-up and supervisor dashboards.inferred

    Webex Calling Call Queue and Customer Assist feature comparison · Comparison table (call queue vs Customer Assist), combined with hunt group and call queue article scope · Checked 2026-09-30
18. 18
    When a call queue sends a call to an agent, the agent's own call forwarding does not apply to that call.

    Configure Call Queue · Create a call queue, restrictions note · Checked 2026-09-30
19. 19
    Webex Calling call queue agents can be users, workspaces or virtual lines.

    Configure Call Queue · Manage call queue agents, Add or edit agents · Checked 2026-09-30
20. 20
    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.

    Configure Call Queue · Bounced calls settings · Checked 2026-09-30
21. 21
    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.

    Configure Call Queue · Configure call forwarding for a call queue · Checked 2026-09-30
22. 22
    The call queue comfort message plays after the welcome message and before hold music, at an interval of 1 to 600 seconds.

    Configure Call Queue · Manage call queue announcements, Comfort message · Checked 2026-09-30
23. 23
    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.

    Configure Call Queue · Create a call queue, steps 1 to 8 · Checked 2026-09-30
24. 24
    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.

    Configure Call Queue · Manage call queue announcements, Estimated wait message for queued calls · Checked 2026-09-30
25. 25
    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.

    Configure Call Queue · Manage call queue policies, Manage forced forwarding · Checked 2026-09-30
26. 26
    A custom call queue announcement such as the welcome or comfort message accepts up to four announcement files, and custom announcement media is WAV.

    Configure Call Queue · Manage call queue announcements, custom announcement subsections; CSV reference, Announcement Media Type columns · Checked 2026-09-30
27. 27
    Call queue hold music loops after the comfort message and can use the default audio or custom audio files.

    Configure Call Queue · Manage call queue announcements, Hold music · Checked 2026-09-30
28. 28
    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.

    Configure Call Queue · On the Select Agents page; Manage call queue agents, join/unjoin · Checked 2026-09-30
29. 29
    Webex Calling Call Queue is offered as part of the Webex Calling professional license at no additional cost.

    Configure Call Queue · Configure Call Queue, introductory licensing note · Checked 2026-09-30
30. 30
    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.

    Configure Call Queue · On the Select Agents page · Checked 2026-09-30
31. 31
    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.

    Configure Call Queue · Manage call queue policies, Manage holiday service; Manage night service · Checked 2026-09-30
32. 32
    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.

    Configure Call Queue · Create a call queue, Basics page, Phone Number and Extension · Checked 2026-09-30
33. 33
    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.

    Configure Call Queue · Create a call queue, On the Overflow Settings page · Checked 2026-09-30
34. 34
    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.

    Configure Call Queue · On the Overflow Settings page, 'Enable overflow after calls wait x seconds'; CSV reference table, range column · Checked 2026-09-30
35. 35
    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.

    Configure Call Queue · Create a call queue, On the Call Routing page, maximum agents per pattern · Checked 2026-09-30
36. 36
    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).

    Configure Call Queue · Create a call queue, On the Call Routing page, Priority based · Checked 2026-09-30
37. 37
    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.

    Configure Call Queue · Create a call queue, Basics page, Number of Calls in Queue · Checked 2026-09-30
38. 38
    If a call queue's Number of Calls in Queue is set to 0, incoming calls to the queue are not allowed.

    Configure Call Queue · Create a call queue, Basics page, note under Number of Calls in Queue · Checked 2026-09-30
39. 39
    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.

    Configure Call Queue · Create a call queue, On the Call Routing page, Skill based; On the Select Agents page, skill level · Checked 2026-09-30
40. 40
    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.

    Configure Call Queue · Manage call queue policies, Manage stranded calls · Checked 2026-09-30
41. 41
    Plain call queue supervisors monitor, coach and intervene with feature access codes, whereas Customer Assist supervisors get these functions in the Webex App.

    Webex Calling Call Queue and Customer Assist feature comparison · Feature comparison table, supervisor experience rows · Checked 2026-09-30
42. 42
    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.

    Configure Call Queue · Manage call queue supervisors · Checked 2026-09-30
43. 43
    Weighted routing on a call queue sends calls to agents according to a percentage (0 to 100) that the administrator assigns to each agent.

    Configure Call Queue · On the Call Routing page, Weighted; Manage call queue agents, weighted percentages · Checked 2026-09-30
44. 44
    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.

    Configure Call Queue · Manage call queue announcements, Welcome message · Checked 2026-09-30
45. 45
    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.

    Configure Call Queue · Manage call queue announcements, Call whisper message · Checked 2026-09-30
46. 46
    By default, a call queue does not route calls to agents who are in the Wrapping Up state.

    Configure Call Queue · On the Call Routing page, note · Checked 2026-09-30
47. 47
    The Webex Calling feature access codes for hunt group busy are #51 to activate, #52 to deactivate and #53 to check status.

    Feature access codes for Webex Calling · Feature access codes table, Hunt Group Busy rows · Checked 2026-09-30
48. 48
    A hunt group can advance an unanswered call to the next member after a set number of rings in the range 1 to 20.

    Manage hunt groups in Control Hub · Create a hunt group, Call Routing page, Advance after set number of rings · Checked 2026-09-30
49. 49
    With 'Advance when busy', a hunt group skips members who are already on a call and advances to the next available member.

    Manage hunt groups in Control Hub · Create a hunt group, routing settings, Advance when busy · Checked 2026-09-30
50. 50
    An agent's own call forwarding does not work for calls the hunt group sends to that agent.

    Manage hunt groups in Control Hub · Manage hunt groups in Control Hub, notes · Checked 2026-09-30
51. 51
    Hunt group members can be users, workspaces or virtual lines, up to 1,000 agents per hunt group.

    Manage hunt groups in Control Hub · Create a hunt group, Select Agents page · Checked 2026-09-30
52. 52
    Enabling hunt group busy gives all new calls to the hunt group busy treatment; administrators can also allow agents to turn hunt group busy on or off.

    Manage hunt groups in Control Hub · Create a hunt group, routing settings, Enable hunt group busy · Checked 2026-09-30
53. 53
    Hunt group call forwarding can always forward, selectively forward by schedule or caller, or forward by operating mode, can send to voicemail, and 'Not to Forward' rules take precedence.

    Manage hunt groups in Control Hub · Configure call forwarding for a hunt group (Call Forwarding tab) · Checked 2026-09-30
54. 54
    An administrator creates a hunt group in Control Hub under Services > Calling > Features by selecting the Hunt Group card and clicking Add New; the wizard runs through Basics, Call Routing, routing settings, Select Agents and Review.

    Manage hunt groups in Control Hub · Create a hunt group · Checked 2026-09-30
55. 55
    A Webex Calling hunt group routes incoming calls to a set of members in a predetermined pattern; Cisco gives a sales team ringing members in sequence and a support team ringing all members at once as typical uses.

    Manage hunt groups in Control Hub · Manage hunt groups in Control Hub, introduction · Checked 2026-09-30
56. 56
    When a hunt group agent has only an extension, Cisco says to make sure the agent's location has a main number so calls route correctly.

    Manage hunt groups in Control Hub · Manage hunt groups in Control Hub, notes · Checked 2026-09-30
57. 57
    A hunt group can forward unanswered calls after 1 to 99 rings to a designated number or to voicemail.

    Manage hunt groups in Control Hub · Create a hunt group, routing settings, Forward after set number of rings · Checked 2026-09-30
58. 58
    The hunt group administration article documents no welcome, comfort, estimated-wait or hold-music settings, so a hunt group is not the feature to use when callers must wait in line hearing announcements; a call queue documents all of these.inferred

    Manage hunt groups in Control Hub · Manage hunt groups in Control Hub, entire article (absence of announcement settings), compared with Configure Call Queue, Manage call queue announcements · Checked 2026-09-30
59. 59
    A hunt group must have a phone number or an extension, and it can have up to 10 alternate numbers, each with an optional distinctive ring pattern.

    Manage hunt groups in Control Hub · Create a hunt group, Basics page; Alternate numbers · Checked 2026-09-30
60. 60
    A hunt group offers the Circular, Top Down and Longest Idle patterns (up to 1,000 agents), Weighted (up to 100 agents) and Simultaneous (up to 50 agents).

    Manage hunt groups in Control Hub · Create a hunt group, Call Routing page, pattern table · Checked 2026-09-30
61. 61
    The Webex Calling features-by-license table marks Call Queue as available for Professional (user), Professional (workspace) and Workspace licenses and not available for the Standard license, and notes that call queue agents are based on user license.

    Features available by license type for Webex Calling · Features table, Call Queue row; Location features and services, Call Queue entry · Checked 2026-09-30
62. 62
    Each Webex Calling location comes with a standard package of group services that includes Hunt Group and Call Queue.

    Features available by license type for Webex Calling · Location features and services · Checked 2026-09-30
63. 63
    On Cisco 9800 and 8875 phones, a user can sign in to a hunt group to receive its calls and sign out to stop them, while still receiving direct calls.

    Work with hunt group calls on 9800/8875 · Sign in and out of the hunt group · Checked 2026-09-30
64. 64
    Cisco's configuration workflow orders location-level work as add locations, then configure calling settings (dial plan, premises-based PSTN and trunks), then manage phone numbers, before registering devices and configuring features.

    Webex Calling Configuration Workflow · section: Configuration workflow, location and user steps · Checked 2026-09-30
65. 65
    A location must have a main number if it has any trunks or any extension-only entities such as users, workspaces, virtual lines or features.

    Configure Webex Calling for your organization · section: Assign a main number to a location · Checked 2026-09-30
66. 66
    Cisco positions the auto attendant for IVR menus and business-hours, after-hours and holiday routing, the call queue for queuing callers, and the hunt group for simple member hunting without IVR.

    Comparison of call routing methods · Auto attendant, Call queue and Hunt group comparison rows · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up Webex Calling call queues and hunt groups. WarmTransfer. https://warmtransfer.net/guides/webex-calling-call-queue-setup

@misc{warmtransfer-webex-calling-call-queue-setup,
  title  = {Setting up Webex Calling call queues and hunt groups},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/webex-calling-call-queue-setup},
  note   = {Verified 2026-09-30}
}