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Create a Call Queue

Creates new Call Queues for the given location.

Call queues temporarily hold calls in the cloud when all users (agents) assigned to receive calls from the queue are unavailable. Queued calls are routed to an available agent when he/she is no longer on an active call. Each call queue is assigned a Lead Number, which is a telephone number outside callers can dial to reach users assigned to the call queue. Call queues are also assigned an internal extension, which can be dialed internally to reach users assigned to the call queue.

Creating a call queue requires a full or user administrator auth token with a scope of spark-admin:telephony_config_write.

POST/v1/telephony/config/locations/{locationId}/queues
URI Parameters
locationId
stringrequired

Create the call queue for this location.

Query Parameters
orgId
string

Create call queue for this organization.

Body Parameters
name
stringrequired

Unique name for the call queue.

phoneNumber
string

Primary phone number of the call queue.

extension
string

Primary phone extension of the call queue.

languageCode
string

Language code.

firstName
string

First name to be shown when calls are forwarded out of this call queue. Defaults to ".".

lastName
string

Last name to be shown when calls are forwarded out of this call queue. Defaults to phone number if set, otherwise defaults to call group name.

timeZone
string

Time zone for the hunt group.

callPolicies
PostCallQueueCallPolicyObjectrequired

Policy controlling how calls are routed to agents.

policy
HuntPolicySelectionrequired

Call routing policy to use to dispatch calls to agents.

CIRCULAR
string

(Max 1,000 agents) This option cycles through all agents after the last agent that took a call. It sends calls to the next available agent.

REGULAR
string

(Max 1,000 agents) Send the call through the queue of agents in order, starting from the top each time.

SIMULTANEOUS
string

(Max 50 agents) Sends calls to all agents at once

UNIFORM
string

(Max 1,000 agents) 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.

WEIGHTED
string

(Max 100 agents) Sends call to idle agents based on percentages you assign to each agent (up to 100%).

callBounce
objectrequired

Settings for when the call into the hunt group is not answered.

callBounceEnabled
boolean

If enabled, bounce calls after the set number of rings.

callBounceMaxRings
number

Number of rings after which to bounce call, if call bounce is enabled.

agentUnavailableEnabled
boolean

Bounce if agent becomes unavailable.

alertAgentEnabled
boolean

Alert agent if call on hold more than alertAgentMaxSeconds.

alertAgentMaxSeconds
number

Number of second after which to alert agent if alertAgentEnabled.

callBounceOnHoldEnabled
boolean

Bounce if call on hold more than callBounceMaxSeconds.

callBounceOnHoldMaxSeconds
number

Number of second after which to bounce if callBounceEnabled.

distinctiveRing
objectrequired

Whether or not the call queue has the distinctive ring option enabled.

enabled
booleanrequired

Whether or not the distinctive ring is enabled.

ringPattern
RingPatternObject

Ring pattern for when this callqueue is called. Only available when distinctiveRing is enabled for the call queue.

NORMAL
string

Normal incoming ring pattern.

LONG_LONG
string

Incoming ring pattern of two long rings.

SHORT_SHORT_LONG
string

Incoming ring pattern of two short rings, followed by a short ring.

SHORT_LONG_SHORT
string

Incoming ring pattern of a short ring, followed by a long ring, followed by a short ring.

queueSettings
PostCallQueueQueueSettingsObjectrequired

Overall call queue settings.

queueSize
numberrequired

Assign the maximum number of calls for this call queue. Once this number is reached, the overflow settings are triggered (max 50).

callOfferToneEnabled `true`
boolean

Play ringing tone to callers when their call is set to an available agent.

resetCallStatisticsEnabled
boolean

Reset caller statistics upon queue entry.

overflow
objectrequired

Settings for incoming calls exceed queueSize.

action
enumrequired

How to handle new calls when the queue is full.

PERFORM_BUSY_TREATMENT
string

The caller hears a fast-busy tone.

PLAY_RINGING_UNTIL_CALLER_HANGS_UP
string

The caller hears ringing until they disconnect.

TRANSFER_TO_PHONE_NUMBER
string

Enter the number where you want to transfer overflow calls.

sendToVoicemail
boolean

When true, forward all calls to a voicemail service of an internal number. This option is ignored when an external transferNumber is entered.

transferNumber
string

Destination number for overflow calls when action is set to TRANSFER_TO_PHONE_NUMBER.

overflowAfterWaitEnabled
boolean

After calls wait for the configured number of seconds and no agent is available, the overflow treatment is triggered.

overflowAfterWaitTime
number

Number of seconds to wait before the overflow treatment is triggered when no agent is available.

playOverflowGreetingEnabled
boolean

Indicate overflow audio to be played, otherwise callers will hear the hold music until the call is answered by a user.

greeting
enumrequired

How to handle new calls when the queue is full.

CUSTOM
string

Play the custom announcement specified by the fileName field.

DEFAULT
string

Play default announcement.

audioFiles
array[string]

Array of announcement file name strings to be played as overflow greetings. These files must be from the list of announcements files associated with this call queue.

agents
array[PostPersonPlaceObject]required

People, including workspaces, that are eligible to receive calls.

id
stringrequired

ID of person or workspace.

weight
string

Weight of person or workspace. Only applied when call policy is WEIGHTED.

Response Properties
id
string

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.

CodeStatusDescription
200OKSuccessful request with body content.
204No ContentSuccessful request without body content.
400Bad RequestThe request was invalid or cannot be otherwise served. An accompanying error message will explain further.
401UnauthorizedAuthentication credentials were missing or incorrect.
403ForbiddenThe request is understood, but it has been refused or access is not allowed.
404Not FoundThe 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.
405Method Not AllowedThe request was made to a resource using an HTTP request method that is not supported.
409ConflictThe 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.
410GoneThe requested resource is no longer available.
415Unsupported Media TypeThe request was made to a resource without specifying a media type or used a media type that is not supported.
423LockedThe 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.
428Precondition RequiredFile(s) cannot be scanned for malware and need to be force downloaded.
429Too Many RequestsToo 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.
500Internal Server ErrorSomething went wrong on the server. If the issue persists, feel free to contact the Webex Developer Support team.
502Bad GatewayThe server received an invalid response from an upstream server while processing the request. Try again later.
503Service UnavailableServer is overloaded with requests. Try again later.
504Gateway TimeoutAn upstream server failed to respond on time. If your query uses max parameter, please try to reduce it.
POST
/v1/telephony/config/locations//queues{?orgId}
Log in to try the API.
Header
Query Parameters
  • Create call queue for this organization.
Body
  • Unique name for the call queue.
  • Primary phone number of the call queue.
  • Primary phone extension of the 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 phone number if set, otherwise defaults to call group name.
  • Time zone for the hunt group.
  • Policy controlling how calls are routed to agents.
  • Overall call queue settings.
  • People, including workspaces, that are eligible to receive calls.
https://webexapis.com/v1/telephony/config/locations/Y2lzY29zcGFyazovL3VzL0xPQ0FUSU9OLzMxMTYx/queues?orgId=Y2lzY29zcGFyazovL3VzL09SR0FOSVpBVElPTi85NmFiYzJhYS0zZGNjLTExZTUtYTE1Mi1mZTM0ODE5Y2RjOWE
{
    "name": "CallQueue-1",
    "phoneNumber": "5558675309",
    "extension": "7781",
    "firstName": "Hakim",
    "lastName": "Smith",
    "callPolicies": {
        "policy": "UNIFORM",
        "waitingEnabled": false,
        "noAnswer": {
             "nextAgentEnabled": false,
             "nextAgentRings": 5,
             "forwardEnabled": false,
             "numberOfRings": 0,
             "destinationVoicemailEnabled": false
             },
        "businessContinuity": {
            "enabled": false,
            "destinationVoicemailEnabled": false
            }
        },
    "agents": [
        {"id": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83MGY2MzYzMC1mZjlmLTExZWItODU5YS0xZjhiYjRjNzc1MWQ"},
        {"id": "Y2lzY29zcGFyazovL3VzL1BMQUNFLzg0YjQ1OTIyLWZmOWYtMTFlYi1hNGI4LTMzNjI3YmVkNjdiNQ"}]
    "enabled": true
}
200 / OK
{
    "id": "Y2lzY29zcGFyazovL3VzL0hVTlRfR1JPVVAvYUhaaFpUTjJNRzh5YjBBMk5EazBNVEk1Tnk1cGJuUXhNQzVpWTJ4a0xuZGxZbVY0TG1OdmJRPT0"
}