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Webex Queue - Scheduler/Automation

This feature request is to add the ability for users to join/leave queues based on a scheduler.

Scenario:
The queue has external numbers assigned to it.

A receptionist wants to receive external calls only during 9am-5pm. Outside of these hours the receptionist does not want to receive external calls, but still wants to receive internal calls.

  • Ricky Guadagnin
  • Mar 1 2024
  • Need more info
  • Ricky Guadagnin commented
    4 Mar 11:15am

    We want the receptionist to be removed from the external calls outside of business hours. There are 4 other people in the queue that should receive the external calls 24/7. The receptionist during business hours should be top of the call queue to receive the external calls.


    The night service policy has an option to perform busy treatment or forward to phone number based on a schedule. I don't know how this would help in our use case.


    Thanks

  • Admin
    Praveen Kumar Garlapati commented
    4 Mar 11:00am

    Call Queue has Night Service policy that can help in the use case.

    The queues for internal calls and external calls can be separated and schedules applied so the use case can be handled.