Lab 8 - Creating Call Queues

In this lab, you will learn how to create call queues.

• Paw Pet Supply Solutions desire their telephone system configured in a certain way:

  • HQ main number routed to a Sales Queue, with welcome message, confort message and music on hold.
  • This number at night is routed to the After Hours Voicemail Group
  • When there is more than 15 callers inside the queue, route calls to the voicemail group
  • If all agents are not available, or unreachable send calls to Voicemail Group
  • Charles Holland may need to supervise agents

Login Credentials

URL	admin.webex.com
Login	Charles Holland – Webex Administrator

Instructions

1.	Services-> Calling-> Features-> Call Queue-> Add New
	During business hours, callers to the San Jose Support and Sales departments should be placed on hold until an agent is available. Create a Call Queue Location: HQ Name: Sales Queue Phone Number: HQ Main Number (taken from Lab02) Extension: 900 Number of calls in queue: 15 External caller ID phone number: Location number Routing: Priority Based - Longest Idle Overflow Settings: Transfer to phone number: Extension 81-600 AfterHours VmailGroup Enable over flow after 60 seconds Welcome Message: Welcome Message is mandatory: Enabled Custom Welcome Message: All-Calls-are-Recorded.wav Comfort Message: Enabled Time between comfort message: 10 seconds Custom Comfort Message: Default Greeting Hold Music: Enabled Hold Music: Play default music Agents: Sales1@YourFullName##.com Sales2@YourFullName##.com Eric Steele Kellie Melby Create Queue Select Queue Go to Queue Policies, select Night Service Enable Night Service: Transfer to Phone number: Extension 81-600 (VmailGroup) Default Greeting Business Hours: Open Hours schedule Go to Queue Policies, select Stranded Calls Triger policy when all agents are unreachable: enabled Night Service: selected Webex Help Article
2.	Services-> Calling-> Features-> Call queue->Supervisors-> Add Supervisor
	The supervisor needs to silently monitor agents in their respective queues Supervisor: Charles Holland Agents: Sales1@YourFullName##.com Sales2@YourFullName##.com Eric Steele Kellie Melby Webex Help Article

STOP - END OF LAB