• Be careful to familiarize yourself with the CSV conventions by reading the article “Bulk provisioning Webex Calling elements using CSV” before you attempt to upload your call queue CSV.
  •  

    You have the option of exporting a sample set of call queues, which enables you to make additions, deletions, or modifications to the data set that already exists, or you can export your current call queues. After being edited, the file can then be submitted using the bulk options once they are available.

When exporting data to a CSV file, the number of records may be greater than 1000. This can be accomplished by exporting the file into the ZIP file format. When this occurs, the ZIP file is downloaded, which is the case even though the ZIP file just contains a single CSV file with the entire set of records. There is a separate folder that contains all of the data, and within that folder are numerous CSV files that each have fewer than 1000 records. These files are produced specifically so that administrators may easily import any updates and then post them.

  • When filling out the CVS template, it is essential to have a thorough understanding of the information that must be provided, as well as the columns that are required and those that are optional. The table that follows contains an explanation of each field that can be found in the CSV file for the call queue.
  • The maximum number of rows is 1,000 (not including the header), but you can only have one row per column.
  • Agents could also be referred to as users or workplaces. In the space designated for users, type in the user’s email address. In the section for workspaces, type the name of the workspace.
  • A maximum of fifty agents can be seated in each row. For more information, see the section titled Add or edit more than 50 agents at once.

Prepare your CSV

Use this table to see what fields are mandatory or Optional, and what you’ll need to determine when adding or editing call queues in bulk.

When adding or changing call queues in bulk, use this table to establish which fields are required and which are optional, as well as what you need to decide before proceeding.

The fields in a column can be either required or optional. This differs depending on whether you are using the CSV to add a new call queue or edit an existing call queue. If you are using the CSV to build a new call queue, then this is different than editing an existing call queue.

 

Column

Mandatory or optional

(Add a call queue)

Mandatory or optional

(Edit a call queue)

Description

Supported values

Name

Mandatory

Mandatory

Type the name of the call queue into the input box. The names of the call queues within the same location need to be distinguishable from one another. It is possible for several call queues to share the same name even if they are located in distinct physical locations.

Example: San Jose Call Queue

Character length: 1-30

Phone Number

Mandatory (if extension is left blank)

Optional

Please enter the phone number for the call queue. Either a phone number or an extension is required of you at this time.

Only E.164 numbers are allowed for CSV import.

Example: +12815550100

It is required that the phone number be listed on the Numbers tab in Control Hub.

Extension

Mandatory (if phone number is left blank)

Optional

Enter the call queue extension. Either a phone number or an extension is required of you at this time.

Two to six digit extension.

00-999999

Location

Mandatory

Mandatory

Please enter the location to which you would want to allocate this call queue.

Example: San Jose

Control Hub requires that the location be added to the Locations tab.

Caller ID First Name

Optional

Optional

Please enter the first name that should be displayed for the calling line ID (CLID) of the call queue. When call forwarding is enabled and calls are redirected to another number, the caller ID will be used.

Example: San

Only characters encoded in UTF-8 are supported.

Character length: 1-30

Caller ID Last Name

Optional

Optional

Enter the last name to display for the call queue’s calling line ID (CLID). The caller ID is used when call forward is enabled and calls are forwarded out.

Example: Jose

Characters are only supported in the UTF-8 encoding.

Character length: 1-30

Language

Optional

Optional

Choose the language of the announcements for your call queue here.

Example: en_us

Timezone

Optional

Optional

Type in the time zone key for the call queue. This time zone is used for the scheduling of the calls that are routed via this call queue.

Example: America/Chicago

Character length: 1-127

Call Queue Enable

Optional

Optional

To activate or deactivate the call queue, use this column.

ENABLED, DISABLED, enabled, disabled

Number of Calls in Queue

Optional

Optional

Set the maximum number of calls that can be held in the queue by the system while it searches for a representative who is available.

Range: 1-50

Call Routing Type (Priority / Skill Based)

Optional

Optional
When you edit the call routing pattern, you are required to fill in this field.

Choose the type of call routing that should be used for your call queue.

PRIORITY_BASED, SKILL_BASED

Call Routing Pattern

Mandatory

Optional

The call queue routing pattern has now been entered. Pick one of the policies that are supported from the list below.

 The following values are used when the Priority-Based Call Routing Type is being utilized: CIRCULAR, REGULAR, SIMULTANEOUS, UNIFORM, and WEIGHTED.

The following settings are used when the Skill-Based Call Routing Type is in effect: CIRCULAR, REGULAR, and SIMULTANEOUS.

Phone Number For Outgoing Calls Enable

Optional

Optional

Activate the queue phone number so that it can be used for outgoing calls.

TRUE, FALSE

Allow Agent Join Enable

Optional

Optional

Agents can join or leave the queue by selecting this option and using it.

TRUE, FALSE

Overflow Action

Optional

Optional

The call queue overflow handling action has now been entered. Make your selection from among the available actions.

 PERFORM_BUSY_TREATMENT, TRANSFER_TO_PHONE_NUMBER, PLAY_RINGING_UNTIL_CALLER_HANGS_UP

Overflow Enable

Optional

Optional

 After a predetermined length of time, either enable or disable the overflow treatment.

If it is turned on, move on to the next column and enter the Overflow After Wait Time there.

TRUE, FALSE

Callers will hear a ringing tone when their call is transferred to an agent who is available.

Optional

Optional

At the time of creation, the value is defaulted to TRUE if it was not previously defined by the user.

TRUE, FALSE

Caller Statistics Should Be Cleared and Reset Upon Queue Entry

Optional

Optional

At the time of creation, the value is defaulted to TRUE if it was not previously defined by the user.

TRUE, FALSE

Overflow Transfer Number

Optional

Optional

Enter the phone number to which you would like to transfer calls that come in overflow.

Example: 1112223333

Phone number must be on the Numbers tab in Control Hub.

Character length: 1-23

Overflow Transfer to Voicemail Enable

Optional

Optional

Adjust the settings for the overflow transfer to voicemail to enable or disable it.

TRUE, FALSE

Overflow After Wait Time

Optional

Optional

In this field, you can specify the amount of time, in seconds, that should pass before the call is transferred to another party.

Range: 1-7200

Overflow Announcement Enable

Optional

Optional

Play Announcement Before Overflow Processing can either be enabled or disabled here.

TRUE, FALSE

Welcome Message Enable

Optional

Optional

To play or not play a message to callers when they first enter the queue, which can be enabled or disabled.

TRUE, FALSE

Welcome Message Mandatory

Optional

Optional

If you want the welcome message to play for each and every caller, you can either enable it or disable it.

TRUE, FALSE

Wait Message Enable

Optional

Optional

 To notify the caller with either their expected wait time or their position in the queue, this feature can be enabled or disabled. If you choose to allow this option, it will play after the message that says “welcome” and before the one that says “comfort.”

If this option is selected, proceed to the next column and enter the Wait Message Mode there.

TRUE, FALSE

Wait Message Mode

Optional

Optional

Choose the message that you want to convey to callers through your wait message. Pick a choice out of the ones that are available.

TIME, POSITION

Wait Message Handling Time

Optional

Optional

Simply type in the default amount of minutes for call handling.

Range: 1-100

Wait Message Play Position

Optional

Optional

In the “Position” field, enter the number of the position for which the projected wait will be played.

Range: 1-100

Wait Message Wait Time

Optional

Optional

Please enter the number of minutes that you would like the projected wait to play for.

Range: 1-100

Wait Message High Volume Message

Optional

Optional

You can enable or disable the wait message to choose whether or not callers hear a message telling them that there is a high call volume.

TRUE, FALSE

Comfort Message Enable

Optional

Optional

 To play a message after the welcome message and before the hold music, you may choose to enable or disable this feature.

In the event that it is turned on, you will need to ensure that the Comfort Message Time column contains the appropriate amount of seconds.

TRUE, FALSE

Comfort Message Time

Optional

Optional

Enter the time in seconds that should pass between each iteration of the reassuring message that is played to callers who are waiting in the line.

Range: 1-600

Hold Music Enable

Optional

Optional

Enable or disable hold music for queued calls.

TRUE, FALSE

Hold Music Alternate Source Enable

Optional

Optional

Adjust the volume of a music-on-hold file that is not the default. Make your selection in Control Hub using the alternative source file.

TRUE, FALSE

Comfort Message Bypass Enable

Optional

Optional

Enable or deactivate comfort message bypass for queued calls.

TRUE, FALSE

Comfort Message Bypass Call Wait Time

Optional

Optional

In the text box below, enter the interval in seconds that should be used for the comfort message bypass call wait time for callers who are in the queue.

Range: 1-120

Whisper Message Enable

Optional

Optional

Set the status of the whisper message for calls that are queued.

TRUE, FALSE

Allow Multiple Calls Per Agent

Optional

Optional

Enable or disable call waiting for agents.

TRUE, FALSE

Bounced Call Enable

Optional

Optional

 Bounced calls can either be enabled or disabled for this call queue. Calls that are considered to have been bounced are those that were transferred to an agent who was available but the agent did not answer the call.

If this option is enabled, the Bounced Call Number of Rings column requires that the desired amount of rings be entered.

TRUE, FALSE

Bounced Call Number of Rings

Optional

Optional

Enter the number of rings that should be waited for an answer from the agent that is currently being pursued before moving on to the next available agent.

Range: 1-20

Bounced Call If Agent Unavailable

Optional

Optional

You can choose to enable or disable Bounce calls if the agent handling the call becomes unavailable while the call is being routed.

TRUE, FALSE

Bounce Call After Set Time Enable

Optional

Optional

 You can choose to enable or disable the Bounce calls feature once an agent has placed a caller on hold for more than X seconds.

When this option is selected, you will be prompted to input the number of seconds that must pass before a call that is being held can be resumed.

TRUE, FALSE

Bounce Call After Set Time

Optional

Optional

 Enter the amount of seconds that should elapse before a call that is being held is considered bounced.

If the condition in the column above is met, then the default value is 60.

Range: 1-600

Alert Agent If Call On Hold Enable

Optional

Optional

 Toggle the status of the Alert agent depending on whether or not the call has been put on hold for more than X seconds.

When this option is selected, you will be prompted to set the amount of seconds after which the agent will be notified that the call is being held.

TRUE, FALSE

Alert Agent If Call On Hold Time

Optional

Optional

 To notify the agent about the held call after the specified number of seconds, enter that number here.

If the condition in the column above is satisfied, then the default value is 30.

Range: 1-600

Distinctive Ringing Enable

Optional

Optional

 You can choose to enable or disable the distinctive ringing for the calls that are in the call queue. When agents accept calls from the call queue, they will hear a distinctive ringing if the option to do so is enabled.

In the following column, if the option to enable distinctive ring patterns is selected, enter the sort of pattern you would like to use for those rings.

TRUE, FALSE

Distinctive Ringing Pattern

Optional

Optional

Select the distinctive ringing ring pattern if the option to enable distinctive ringing is enabled. Pick one of the available alternatives from the list.

NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT

Alternate Number Distinctive Ringing Enable

Optional

Optional

 Alternate numbers can have their own unique ringtone, which can be enabled or disabled.

If the option is selected, the ring pattern should be entered into the column labeled “Alternate Numbers Ring Pattern.”

TRUE, FALSE

Alternate Numbers Action

Optional

Optional

 To add the alternative numbers that you have listed in this row, use the ADD key on your keyboard. To remove the alternate numbers that you have listed in the row, enter the REMOVE command.

If you type REPLACE, you will delete all of the previously entered alternate numbers and replace them with the alternate numbers you are entering in this row only. If you do not enter REPLACE, you will keep the alternate numbers you have already entered.

ADD, REPLACE, REMOVE

Agent Action

Optional

Optional

 To add the agents that you have listed in this row, press the ADD button. To remove this agent from the list you have in the row, enter the REMOVE command.

If you enter REPLACE, you will delete any previously entered agents and replace them with the agents you are adding in this row only. This will only occur if you enter REPLACE.

ADD, REPLACE, REMOVE

Alternate Number(s)

Optional

Optional

To assign an alternative number or numbers to the call queue, enter them here.

Example: 1112223333

Phone number must be on the Numbers tab in Control Hub.

Character length: 1-23

Alternate Numbers Ring Pattern

Optional

Optional

Select the distinctive ringing ring pattern if the option to have alternate numbers ring with a distinguishable tone is selected. Pick one of the available alternatives from the list.

NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT

Agent1 ID,

Agent2 ID…

Agent50 ID

Optional

Optional

Simply type in the names of the agents that you would like to be assigned to the call queue. Agents could also be referred to as users or workplaces. In the space designated for users, type in the user’s email address. In the section for workspaces, type the name of the workspace.

Example: [email protected]

Character length: 1-161

Agent1 Weight,

Agent2 Weight…

Agent50 Weight

Optional

Optional

Enter the agent’s percentage weighting if the call routing policy for the call queue uses weights to determine how calls are routed.

Range: 0-100

Agent1 Skill Level,

Agent2 Skill Level…

Agent50 Skill Level

Optional

Optional

Choose the appropriate skill level for the agents that have been assigned.

Range: 1-20

Add or edit more than 50 agents at a time

The maximum number of agents and their associated call routing weight percentages that can be contained in a single row is fifty, if appropriate. By following these procedures, you will be able to use the CSV file to add or change more than 50 agents.

1.  In the first row of the call queue that you are creating or changing, enter the 50 agents whose information you would want to add or edit, as well as the call routing weight % that is associated with those agents (if appropriate).

2.  To add or change new agents, all you need to do is input information in the following columns located on the following row:

  • Name—You will need to enter the same name as the row above if you want to add or update more agents.
  • Location—When adding or editing more agents, enter the same location as the row that is immediately above it.
  • Agent Action- Press ENTER and then select ADD to add the agents that you have listed in this row. To remove the agents that you have listed in this row, use the REMOVE key on your keyboard.

When you enter REPLACE, all of the previously entered agents will be deleted, and they will be replaced with the agents that you are putting in this row only.

  • Agent1, Agent2, etc