topic Re: Routing in a queue in Webex Calling

Routing in a queue

bartounet16000@gmail.com — Sat, 14 Dec 2024 08:30:38 GMT

Good morning.
We are starting with Webex Calling and I admit that I don't really understand how calling queues work?

Indeed I want to do a simple thing..

Have a pre-drop announcement

ring on 1 first device
If not answered after 5 rings or busy
Switch to 2nd device

Even that doesn't work...
My call never switches even though the routing type is up and down..

Could you help me please ?

Is calling queuing the only way to get a pre-answer announcement?

Re: Routing in a queue

dtibbe — Sat, 14 Dec 2024 08:47:30 GMT

The queue routing type defines how new calls to the queue are handled. It does not define a behavior for calls within the queue.

You may try to configure an overflow for the queue to itself and and enable overflow after x seconds -- that should requeue the call and route the call to the next agent according to the routing settings

Re: Routing in a queue

bartounet16000@gmail.com — Sat, 14 Dec 2024 09:01:50 GMT

thank you really for your help
It seemed complicated to me for a simple need!

have a pre-answer announcement ring on the first agent and on a 2nd if he does not answer.

I tried to do an overflow on the queue itself and put an overflow after 15 seconds

But after these 15 seconds it switches to busy

Re: Routing in a queue

M02@rt37 — Sat, 14 Dec 2024 17:21:41 GMT

Hello bartounet16000@gmail.com

For a simpler setup, you can use a hunt group or an auto attendant instead. Hunt groups allow sequential ringing between devices; configure it to ring the first device for 5 rings, then switch to the second device. Auto attendants can play a pre-drop announcement and forward calls without needing a queue. If your queue isn’t switching devices, ensure proper timeout settings, confirm the first device signals as unavailable after no answer, and check the routing type configuration.

Re: Routing in a queue

bartounet16000@gmail.com — Sat, 14 Dec 2024 17:30:48 GMT

Thank you

I had tried the automatic switchboard that forwards to a search group
But the problem is that if we make a switchboard without choice
we must wait at least 15 seconds before it detects that there was no choice before the transfer to the group.

It is not acceptable in my opinion to make the caller wait for 15s without any sound...
For me the automatic switchboard is not viable if we do not put choices ...

On the other hand, thanks to the response of dtibbe

I found an acceptable solution

After several tests, the best operation is:
 Disable the personal messaging of the users physical phones

 Create a shared group messaging for the service
o Send to an external email
o Consulting a shared messaging via telephone is possible but complicated

 Create a hunt group whith the 2 phones that forwards to the shared MEVO created previously
o Activate the forwarding on the group in case of no response to the messaging shared

 Create a queue routing that redirects to the previously created hunt group.
o Add the 2 phones to the queue
o Activate the overflow after X seconds (depends on the time of the announcement)
o Configure the overflow of the queue to the created group

It still seems complicated to me for such a simple need ...