Get Details for a Call Queue with Customer Experience Essentials
Retrieve Call Queue details.
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.
Retrieving call queue details requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.
URI Parameters
Retrieves the details of a call queue in this location.
Retrieves the details of call queue with this identifier.
Query Parameters
Retrieves the details of a call queue in this organization.
Must be set to true, to view the details of a call queue with Customer Experience Essentials license. This can otherwise be ommited or set to false.
Response Properties
A unique identifier for the call queue.
Unique name for the call queue.
Denotes if the call queue has Customer Experience Essentials license.
Whether or not the call queue is enabled.
Language for call queue.
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 the phone number if set, otherwise defaults to call group name.
Time zone for the call queue.
Primary phone number of the call queue.
Extension of the call queue.
The alternate numbers feature allows you to assign multiple phone numbers or extensions to a call queue. Each number will reach the same greeting and each menu will function identically to the main number. The alternate numbers option enables you to have up to ten (10) phone numbers ring into the call queue.
Distinctive Ringing selected for the alternate numbers in the call queue overrides the normal ringing patterns set for Alternate Number.
Allows up to 10 numbers, each with an optional distinctive ring setting override.
Alternate phone number for the hunt group.
Ring pattern for when this alternate number is called. Only available when distinctiveRing is enabled for the hunt group.
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.
Language for call queue.
Language code for call queue.
Time zone for the call queue.
Policy controlling how calls are routed to 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 call queue is not answered.
If enabled, bounce calls after the set number of rings.
Number of rings after which to bounce call, if call bounce 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 distinctive ring option enabled.
Whether or not the distinctive ring is enabled.
Ring pattern for when this callqueue 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.
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 file name strings to be played as overflow greetings. These files are from the list of announcements files associated with this call queue.
Flag to indicate whether call waiting is enabled for agents.
People, including workspaces, that are eligible to receive calls.
ID of person or workspace.
First name of person or workspace.
First name of person or workspace.
Phone number of person or workspace.
Extension of person or workspace.
Weight of person or workspace. Only applied when call policy is WEIGHTED.
The department information.
Unique identifier of the department.
Name of the department.
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
- Retrieves the details of a call queue in this organization.
- Must be set to `true`, to view the details of a call queue with Customer Experience Essentials license. This can otherwise be ommited or set to `false`.
{
"id": "Y2lzY29zcGFyazovL3VzL0NBTExfUVVFVUUvNTU1MzY4Y2QtZDg5Mi00YzFlLTk0YjYtNzdjNjRiYWQ3NWMx",
"name": "CallQueue-1",
"hasCxEssentials": true,
"enabled": true,
"language": "English",
"languageCode": "en-US",
"firstName": "Hakim",
"lastName": "Smith",
"timeZone": "Central/Chicago",
"alternateNumberSettings": {
"distinctiveRingEnabled": true,
"alternateNumbers": [
{"phoneNumber": "9725554726","ringPattern": "NORMAL"},
{"phoneNumber": "9725554729","ringPattern": "NORMAL"} ]
},
"callPolicies": {
"policy": "REGULAR",
"callBounce": {
"callBounceEnabled": true,
"callBounceMaxRings": 8,
"agentUnavailableEnabled": false,
"alertAgentEnabled": false,
"alertAgentMaxSeconds": 30,
"callBounceOnHoldEnabled": false,
"callBounceOnHoldMaxSeconds": 60},
"distinctiveRing": {"enabled": false,"ringPattern": "NORMAL"}},
"queueSettings": {
"queueSize": 10,
"callOfferToneEnabled": false,
"resetCallStatisticsEnabled": false,
"overflow": {
"action": "PERFORM_BUSY_TREATMENT",
"sendToVoicemail": false,
"overflowAfterWaitEnabled": false,
"overflowAfterWaitTime": 30,
"playOverflowGreetingEnabled": false,
"greeting": "DEFAULT",
"isTransferNumberSet": false},
"waitMessage": {
"enabled": false,
"waitMode": "TIME",
"handlingTime": 100,
"queuePosition": 100,
"highVolumeMessageEnabled": true,
"defaultHandlingTime": 5},
"welcomeMessage": {
"enabled": true,
"alwaysEnabled": false,
"greeting": "DEFAULT"},
"comfortMessage": {
"enabled": true,
"timeBetweenMessages": 10,
"greeting": "DEFAULT"},
"mohMessage": {
"normalSource": {
"enabled": false,
"greeting": "DEFAULT"},
"alternateSource": {"enabled": false,"greeting": "DEFAULT"}}},
"allowCallWaitingForAgentsEnabled": false,
"agents": [],
"department": {
"id": "Y2lzY29zcGFyazovL3VzL1NDSU1fR1JPVVAvZjA2ZWRiOGMtMjMxNC00ZTcxLWIzNzgtZTdiMmQwNjk3OTliOjk2YWJjMmFhLTNkY2MtMTFlNS1hMTUyLWZlMzQ4MTljZGM5YQ",
"name": "HR"
}
}