How do I join or unjoin a call queue in Webex?
Several departments across campus utilize call queues as a means of distributing incoming calls across their staff. This article will show you how to manage your status in the queue within the Webex App or directly from your Cisco desk phone.
On the Webex App:
- Confirm Webex is installed Webex (PC | Mac), and launch the application.
- Look at the bottom tool bar and find Queues. Click on it.
- You will see a list of all queues that you are a member of. The Help Desk queue will be used in the examples that you're about to see.
If you do not see the name of the queue that your department is asking you to join, open a support ticket with the Help Desk.
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If the check box next to the name of the queue is unchecked, you are not in the queue and calls will not be routed to you.
If the check box next to the name of the queue is checked, you are joined in the queue and calls will be routed to you.
- Next, confirm your Agent status. To do this, click on Queues once again and click on the drop down menu under Agent Status.
- Select Available.
If you have checked the box next to the queue name, but are not getting routed calls as expected, check your Agent Status to confirm that it is listed as Available.
To recap the instructions above, if you have checked the box next to the queue you wish to join and set your agent status as available, calls that enter your phone queue will route to you in an order that is configured by your department head.
If you need to step away from your desk or no longer wish to have phone queue calls routed to you, simply uncheck the box next to the name of the queue.
Calls placed directly to your extension will still ring through to your phone.
On the Desktop Cisco Phone:
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If your Cisco desktop phone has been configured to be part of your departments queue, you will see an AgtSignIn option on the home screen, as shown below.
If you do not see the AgtSignIn option, open a support ticket with the Help Desk.
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Press the physical button beneath the AgtSignIn text to join the queue. You will notice the text changes to AgtSignOut.
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Pay close attention to the icon next to your name.
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Next, confirm your Agent status. To do this, press the physical button beneath Agt status.
- Press 1 to select Available and then press the physical button beneath Select.
- You will return to the main screen. Note that there is now a Check mark next to your name. This indicates that your status is set to available. Also note the text that says AgtSgnOut. This indicates that you are signed into the queue.
To recap the instructions above, after you have signed into the queue (the text on your phone says AgtSgnOut) and set your status to available (there is a check mark next to your name), calls that enter your phone queue will route to you in an order that is configured by your department head.
If you need to step away from your desk or no longer wish to have phone queue calls routed to you, simply tap on the physical button beneath AgtSgnOut and calls will no longer route to your phone.
Calls placed directly to your extension will still ring through to your device.