Using Your Webex App in a Call Queue

Introduction

This article covers the basics of using the Webex app to handle calls in a call queue.

Instructions

Joining a Queue

1. On the bottom of the app, select the Queues button.
2. In the pop-up menu, check the box of each queue you would like to join.
3. Once you have joined the queue, you can set your Agent Status to one of the options listed below.
   • Signed In
     • You have signed in, but are not yet ready to receive calls from queues.
   • Signed Out
     • You are signed out and will not receive calls from queues.
   • Available
     • You are ready to receive calls from queues.
   • Unavailable
     • You are not available to receive calls from queues.
   • Wrapping Up
     • You are wrapping up the call, but will still receive calls from call queues.
4. To begin receiving calls, select the "Available" status.

Answering a Call

Select the green answer icon to answer a call.

Making Calls

• Campus Calls: dial the 4-digit extension
• Off-Campus Calls: dial the 10-digit number

After dialing the number, press the green call button to begin the call.

Hold

1. If you are active on the line you want to put on hold, press the three dots button near the end call button.
   
2. From the pop-up menu, select Hold.
3. To continue the call, from the same pop-up menu, select Resume​​​​.

Transfer

1. While in an active call, press the three dots button near the end call button.
2. From the pop-up menu, select Transfer.
3. Enter the extension you wish to transfer the call to, then select Consult First.
4. Notify the person who picks up that you wish to transfer a call, and once they confirm, press Transfer Now to complete the transfer.