Create a Call Queue with Customer Experience Essentials
Create new Call Queues for the given location.
Call queues temporarily hold calls in the cloud, when all agents assigned to receive calls from the queue are unavailable. Queued calls are routed to an available agent, when not on an active call. Each call queue is assigned a lead number, which is a telephone number that external callers can dial to reach the users assigned to the call queue. Call queues are also assigned an internal extension, which can be dialed internally to reach the users assigned to the call queue.
Creating a call queue requires a full administrator or location administrator auth token with a scope of spark-admin:telephony_config_write.
URI Parameters
The location ID where the call queue needs to be created.
Query Parameters
The organization ID where the call queue needs to be created.
Creates a Customer Experience Essentials call queue, when true. This requires Customer Experience Essentials licensed agents.
Body Parameters
Unique name for the call queue.
Primary phone number of the call queue. Either a phoneNumber or extension is mandatory.
Primary phone extension of the call queue. Either a phoneNumber or extension is mandatory.
Language code.
First name to be shown when calls are forwarded out of this call queue. Defaults to ".".
Last name to be shown when calls are forwarded out of this call queue. Defaults to phoneNumber if set, otherwise defaults to call group name.
Time zone for the call queue.
Policy controlling how calls are routed to agents.
Call routing type to use to dispatch calls to agents. The routing type should be SKILL_BASED if you want to assign skill level to agents. Only certain policy are allowed in SKILL_BASED type.
Default routing type which directly uses the routing policy to dispatch calls to the agents.
This option uses skill level as the criteria to route calls to agents. When there is more than one agent with the same skill level, the selected policy helps dispatch the calls to the agents.
Call routing policy to use to dispatch calls to agents.
This option cycles through all agents after the last agent that took a call. It sends calls to the next available agent.
Send the call through the queue of agents in order, starting from the top each time.
Sends calls to all agents at once
Sends calls to the agent that has been idle the longest. If they don't answer, proceed to the next agent who has been idle the second longest, and so on until the call is answered.
Sends call to idle agents based on percentages you assign to each agent (up to 100%).
Settings for when the call into the hunt group is not answered.
If enabled, bounce calls after the set number of rings.
Number of rings after which to bounce call, if callBounce is enabled.
Bounce if agent becomes unavailable.
Alert agent if call on hold more than alertAgentMaxSeconds.
Number of second after which to alert agent if alertAgentEnabled.
Bounce if call on hold more than callBounceMaxSeconds.
Number of second after which to bounce if callBounceEnabled.
Whether or not the call queue has the distinctiveRing option enabled.
Whether or not the distinctiveRing is enabled.
Ring pattern for when this call queue is called. Only available when distinctiveRing is enabled for the call queue.
Normal incoming ring pattern.
Incoming ring pattern of two long rings.
Incoming ring pattern of two short rings, followed by a short ring.
Incoming ring pattern of a short ring, followed by a long ring, followed by a short ring.
Overall call queue settings.
The maximum number of calls for this call queue. Once this number is reached, the overflow settings are triggered.
Play ringing tone to callers when their call is set to an available agent.
Reset caller statistics upon queue entry.
Settings for incoming calls exceed queueSize.
Indicates how to handle new calls when the queue is full.
The caller hears a fast-busy tone.
The caller hears ringing until they disconnect.
Number where you want to transfer overflow calls.
When true, forwards all calls to a voicemail service of an internal number. This option is ignored when an external transferNumber is entered.
Destination number for overflow calls when action is set to TRANSFER_TO_PHONE_NUMBER.
After calls wait for the configured number of seconds and no agent is available, the overflow treatment is triggered.
Number of seconds to wait before the overflow treatment is triggered when no agent is available. The minimum value 0, The maximum value is 7200 seconds.
Indicate overflow audio to be played, otherwise, callers will hear the hold music until the call is answered by a user.
Indicates how to handle new calls when the queue is full.
Play the custom announcement specified by the fileName field.
Play default announcement.
Array of announcement files to be played as overflow greetings. These files are from the list of announcement files associated with this call queue. For CUSTOM announcement, a minimum of 1 file is mandatory, and the maximum is 4.
Unique identifier of the Announcement file.
Name of the announcement file. name, mediaFileType, level are mandatory if id is not provided for uploading an announcement.
Media file type of announcement file.
The level at which this announcement exists.
Play a message when callers first reach the queue. For example, “Thank you for calling. An agent will be with you shortly.” It can be set as mandatory. If the mandatory option is not selected and a caller reaches the call queue while there is an available agent, the caller will not hear this announcement and is transferred to an agent. The welcome message feature is enabled by default.
If enabled play entrance message. The default value is true.
Mandatory entrance message. The default value is false.
Indicates how to handle new calls when the queue is full.
Play the custom announcement specified by the fileName field.
Play default announcement.
Array of announcement files to be played as welcomeMessage greetings. These files are from the list of announcement files associated with this call queue. For CUSTOM announcement, a minimum of 1 file is mandatory, and the maximum is 4.
Unique identifier of the Announcement file.
Name of the announcement file. name, mediaFileType, level are mandatory if id is not provided for uploading an announcement.
Media file type of announcement file.
The level at which this announcement exists.
Notify the caller with either their estimated wait time or position in the queue. If this option is enabled, it plays after the welcome message and before the comfort message. By default, it is not enabled.
If enabled play Wait Message.
Estimated wait message operating mode. Supported values TIME and POSITION.
Announce the waiting time.
Announce queue position.
The number of minutes for which the estimated wait is played. The minimum time is 10 minutes. The maximum time is 100 minutes.
The default number of call handling minutes. The minimum time is 1 minutes, The maximum time is 100 minutes.
The number of the position for which the estimated wait is played. The minimum positions are 10, The maximum positions are 100.
Play time / Play position High Volume.
The number of estimated waiting times in seconds. The minimum time is 10 seconds. The maximum time is 600 seconds.
Callback options enabled/disabled. Default value is false.
The minimum estimated callback times in minutes. The default value is 30.
The international numbers for callback is enabled/disabled. The default value is false.
Play updated estimated wait message.
Play a message after the welcome message and before hold music. This is typically a CUSTOM announcement that plays information, such as current promotions or information about products and services.
If enabled play periodic comfort message.
The interval in seconds between each repetition of the comfort message played to queued users. The minimum time is 10 seconds.The maximum time is 600 seconds.
Indicates how to handle new calls when the queue is full.
Play the custom announcement specified by the fileName field.
Play default announcement.
Array of announcement files to be played as comfortMessage greetings. These files are from the list of announcement files associated with this call queue. For CUSTOM announcement, a minimum of 1 file is mandatory, and the maximum is 4.
Unique identifier of the Announcement file.
Name of the announcement file. name, mediaFileType, level are mandatory if id is not provided for uploading an announcement.
Media file type of announcement file.
The level at which this announcement exists.
Play a shorter comfort message instead of the usual Comfort or Music On Hold announcement to all the calls that should be answered quickly. This feature prevents a caller from hearing a short portion of the standard comfort message that abruptly ends when they are connected to an agent.
If enabled play comfort bypass message.
The interval in seconds between each repetition of the comfort bypass message played to queued users. The minimum time is 1 seconds. The maximum time is 120 seconds.
Indicates how to handle new calls when the queue is full.
Play the custom announcement specified by the fileName field.
Play default announcement.
Array of announcement files to be played as comfortMessageBypass greetings. These files are from the list of announcements files associated with this call queue. For CUSTOM announcement, a minimum of 1 file is mandatory, and the maximum is 4.
Unique identifier of the Announcement file.
Name of the announcement file. name, mediaFileType, level are mandatory if id is not provided for uploading an announcement.
Media file type of announcement file.
The level at which this announcement exists.
Play music after the comforting message in a repetitive loop.
Enable media on hold for queued calls.
Indicates how to handle new calls when the queue is full.
Play the custom announcement specified by the fileName field.
Play default announcement.
Array of announcement files to be played as mohMessage greetings. These files are from the list of announcement files associated with this call queue. For CUSTOM announcement, a minimum of 1 file is mandatory, and the maximum is 4.
Unique identifier of the Announcement file.
Name of the announcement file. name, mediaFileType, level are mandatory if id is not provided for uploading an announcement.
Media file type of announcement file.
The level at which this announcement exists.
Enable media on hold for queued calls.
Indicates how to handle new calls when the queue is full.
Play the custom announcement specified by the fileName field.
Play default announcement.
Array of announcement files to be played as mohMessage greetings. These files are from the list of announcement files associated with this call queue. For CUSTOM announcement, a minimum of 1 file is mandatory, and the maximum is 4.
Unique identifier of the Announcement file.
Name of the announcement file. name, mediaFileType, level are mandatory if id is not provided for uploading an announcement.
Media file type of announcement file.
The level at which this announcement exists.
Play a message to the agent immediately before the incoming call is connected. The message typically announces the identity of the call queue from which the call is coming.
If enabled play the Whisper Message.
Indicates how to handle new calls when the queue is full.
Play the custom announcement specified by the fileName field.
Play default announcement.
Array of announcement files to be played as whisperMessage greetings. These files are from the list of announcement files associated with this call queue. For CUSTOM announcement, a minimum of 1 file is mandatory, and the maximum is 4.
Unique identifier of the Announcement file.
Name of the announcement file. name, mediaFileType, level are mandatory if id is not provided for uploading an announcement.
Media file type of announcement file.
The level at which this announcement exists.
People, workspaces and virtual lines that are eligible to receive calls.
ID of person, workspace or virtual line.
Weight of person, workspace or virtual line. Only applied when call policy is WEIGHTED.
Skill level of person, workspace or virtual line. Only applied when call routing type is SKILL_BASED.
Which type of Calling Line ID Policy Selected for Call Queue.
Calling Line ID Policy will show the caller's direct line number.
Calling Line ID Policy will show the main number for the location.
Calling Line ID Policy will show the value from the callingLineIdPhoneNumber field.
Calling line ID Phone number which will be shown if CUSTOM is selected.
Whether or not to allow agents to join or unjoin a queue.
When true, indicates that the agent's configuration allows them to use the queue's Caller ID for outgoing calls.
Response Properties
ID of the newly created call queue.
Response Codes
The list below describes the common success and error responses you should expect from the API:
| Code | Status | Description |
|---|---|---|
| 200 | OK | Successful request with body content. |
| 201 | Created | The request has succeeded and has led to the creation of a resource. |
| 202 | Accepted | The request has been accepted for processing. |
| 204 | No Content | Successful request without body content. |
| 400 | Bad Request | The request was invalid or cannot be otherwise served. An accompanying error message will explain further. |
| 401 | Unauthorized | Authentication credentials were missing or incorrect. |
| 403 | Forbidden | The request is understood, but it has been refused or access is not allowed. |
| 404 | Not Found | The URI requested is invalid or the resource requested, such as a user, does not exist. Also returned when the requested format is not supported by the requested method. |
| 405 | Method Not Allowed | The request was made to a resource using an HTTP request method that is not supported. |
| 409 | Conflict | The request could not be processed because it conflicts with some established rule of the system. For example, a person may not be added to a room more than once. |
| 410 | Gone | The requested resource is no longer available. |
| 415 | Unsupported Media Type | The request was made to a resource without specifying a media type or used a media type that is not supported. |
| 423 | Locked | The requested resource is temporarily unavailable. A Retry-After header may be present that specifies how many seconds you need to wait before attempting the request again. |
| 428 | Precondition Required | File(s) cannot be scanned for malware and need to be force downloaded. |
| 429 | Too Many Requests | Too many requests have been sent in a given amount of time and the request has been rate limited. A Retry-After header should be present that specifies how many seconds you need to wait before a successful request can be made. |
| 500 | Internal Server Error | Something went wrong on the server. If the issue persists, feel free to contact the Webex Developer Support team. |
| 502 | Bad Gateway | The server received an invalid response from an upstream server while processing the request. Try again later. |
| 503 | Service Unavailable | Server is overloaded with requests. Try again later. |
| 504 | Gateway Timeout | An upstream server failed to respond on time. If your query uses max parameter, please try to reduce it. |
Header
Query Parameters
- The organization ID where the call queue needs to be created.
- Creates a Customer Experience Essentials call queue, when `true`. This requires Customer Experience Essentials licensed agents.
Body
- Unique name for the call queue.
- Primary phone number of the call queue. Either a `phoneNumber` or `extension` is mandatory.
- Primary phone extension of the call queue. Either a `phoneNumber` or extension is mandatory.
- Language code.
- First name to be shown when calls are forwarded out of this call queue. Defaults to ".".
- Last name to be shown when calls are forwarded out of this call queue. Defaults to `phoneNumber` if set, otherwise defaults to call group name.
- Time zone for the call queue.
- Policy controlling how calls are routed to `agents`.
- Overall call queue settings.
- People, workspaces and virtual lines that are eligible to receive calls.
- Which type of Calling Line ID Policy Selected for Call Queue.
- Calling line ID Phone number which will be shown if CUSTOM is selected.
- Whether or not to allow agents to join or unjoin a queue.
- When `true`, indicates that the agent's configuration allows them to use the queue's Caller ID for outgoing calls.
{
"name": "CallQueue-1",
"phoneNumber": "+12225555309",
"extension": "5309",
"firstName": "Hakim",
"lastName": "Smith",
"callPolicies": {
"policy": "CIRCULAR",
"routingType": "SKILL_BASED",
"waitingEnabled": false,
"noAnswer": {
"nextAgentEnabled": false,
"nextAgentRings": 5,
"forwardEnabled": false,
"numberOfRings": 0,
"destinationVoicemailEnabled": false
},
"businessContinuity": {
"enabled": false,
"destinationVoicemailEnabled": false
}
},
"queueSettings": {
"queueSize": 10,
"callOfferToneEnabled": true,
"resetCallStatisticsEnabled": true,
"overflow": {
"action": "PERFORM_BUSY_TREATMENT",
"overflowAfterWaitEnabled": false,
"overflowAfterWaitTime": 30,
"playOverflowGreetingEnabled": false,
"greeting": "DEFAULT",
"audioAnnouncementFiles": [
{
"id": "Y2lzY29zcGFyazovL3VzL0FOTk9VTkNFTUVOVC9jZWRkODcwYS1lMTkzLTQxNmQtYmM3OS1mNzkyYmUyMzlhOGI",
"fileName": "announcement.wav",
"mediaFileType": "WAV",
"level": "LOCATION"
}
]
},
"welcomeMessage": {
"enabled": true,
"alwaysEnabled": false,
"greeting": "DEFAULT",
"audioAnnouncementFiles": [
{
"id": "Y2lzY29zcGFyazovL3VzL0FOTk9VTkNFTUVOVC9jZWRkODcwYS1lMTkzLTQxNmQtYmM3OS1mNzkyYmUyMzlhOGI",
"fileName": "announcement.wav",
"mediaFileType": "WAV",
"level": "LOCATION"
}
]
},
"waitMessage": {
"enabled": true,
"waitMode": "POSITION",
"handlingTime": 100,
"defaultHandlingTime": 100,
"queuePosition": 100,
"highVolumeMessageEnabled": false,
"estimatedWaitingTime": 600,
"playUpdatedEstimatedWaitMessage": true
},
"comfortMessage": {
"enabled": true,
"timeBetweenMessages": 10,
"greeting": "DEFAULT",
"audioAnnouncementFiles": [
{
"id": "Y2lzY29zcGFyazovL3VzL0FOTk9VTkNFTUVOVC9jZWRkODcwYS1lMTkzLTQxNmQtYmM3OS1mNzkyYmUyMzlhOGI",
"fileName": "announcement.wav",
"mediaFileType": "WAV",
"level": "LOCATION"
}
]
},
"mohMessage": {
"normalSource": {
"enabled": true,
"greeting": "DEFAULT",
"audioAnnouncementFiles": [
{
"id": "Y2lzY29zcGFyazovL3VzL0FOTk9VTkNFTUVOVC9jZWRkODcwYS1lMTkzLTQxNmQtYmM3OS1mNzkyYmUyMzlhOGI",
"fileName": "announcement.wav",
"mediaFileType": "WAV",
"level": "LOCATION"
}
]
},
"alternateSource": {
"enabled": true,
"greeting": "DEFAULT",
"audioAnnouncementFiles": [
{
"id": "Y2lzY29zcGFyazovL3VzL0FOTk9VTkNFTUVOVC9jZWRkODcwYS1lMTkzLTQxNmQtYmM3OS1mNzkyYmUyMzlhOGI",
"fileName": "announcement.wav",
"mediaFileType": "WAV",
"level": "LOCATION"
}
]
}
},
"comfortMessageBypass": {
"enabled": true,
"callWaitingAgeThreshold": 30,
"greeting": "CUSTOM",
"audioAnnouncementFiles": [
{
"id": "Y2lzY29zcGFyazovL3VzL0FOTk9VTkNFTUVOVC9jZWRkODcwYS1lMTkzLTQxNmQtYmM3OS1mNzkyYmUyMzlhOGI",
"fileName": "announcement.wav",
"mediaFileType": "WAV",
"level": "LOCATION"
}
]
},
"whisperMessage": {
"enabled": true,
"greeting": "DEFAULT",
"audioAnnouncementFiles": [
{
"id": "Y2lzY29zcGFyazovL3VzL0FOTk9VTkNFTUVOVC9jZWRkODcwYS1lMTkzLTQxNmQtYmM3OS1mNzkyYmUyMzlhOGI",
"fileName": "announcement.wav",
"mediaFileType": "WAV",
"level": "LOCATION"
}
]
}
} ,
"agents": [
{"id": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83MGU3MjYzMC1mZjlmLTExZWItODU5YS0xZjhiYjRjNzc1MWQ", "skillLevel": 7},
{"id": "Y2lzY29zcGFyazovL3VzL1BMQUNFLzgzYjQ0OTIyLWZlOWYtMTFlYi1hNGI4LTMzNjI3YmVkNjdiNQ", "skillLevel": 1}],
"enabled": true,
"phoneNumberForOutgoingCallsEnabled": true,
"callingLineIdPolicy": "DIRECT_LINE",
"callingLineIdPhoneNumber": "+12072342368",
"allowAgentJoinEnabled": true
}
{
"id": "Y2lzY29zcGFyazovL3VzL0hVTlRfR1JPVVAvYUhaaFpUTjJNRzh5YjBBMk5EazBNVEk1Tnk1cGJuUXhNQzVpWTJ4a0xuZGxZbVY0TG1OdmJRPT0"
}