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Webex Call Queues

If you have been added to a call queue, you will automatically be logged in and will receive calls from the call queue.
When you receive a queue call, a pop-up notification will appear.

You can make a call:

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  • By clicking the corresponding Audio button
    NOTE: May have the word Audio under the green icon, or may just be the green icon.

 

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  • Click the keypad icon to open the Search or Dial options. Enter the desired number and then click Audio.
  1. When you receive a queue call, a pop-up notification will appear.
  2. The notification will display the number that the incoming caller dialled which lets you know that it’s a queue call.
    NOTE: In the below example the IT Help Desk was receiving an incoming call on queue 83025000.
  3. Click Accept or Decline
    incoming-queue-call.png

To transfer an active call:

  1. Click More (button with 3 dots)
  2. Click Transfer
  3. Enter the number of the call queue you wish to transfer the caller to
  4. Click Audio button to place the call
  5. Wait for the call to connect to the call queue
  6. Click Complete Transfer to transfer the call

 

Or for step by step instructions (including screenshots) see the transfer a call page.

To stop receiving queue calls:

  1. Click Call settings
  2. Click Open Call Preferences
  3. Scroll down to view the Call queue
  4. Click Click here to access your call queues settings
  5. Click Call Control
  6. Click Call Centre Queues
  7. Change Status dropdown from Available to Signed Out

Or for step by step instructions (including screenshots) see the signing out of a Call Queue page.