Webex Calling call queue CSV file format reference
You can add and manage call queues in bulk using a call queue CSV. The specific fields and values that are required for the CSV upload of Webex Calling call queues are covered in this article.
Known limitations and requirements
- 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
|
||
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
|
||
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
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
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
|
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
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
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: test@example.com 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.—Enter the email address or name of the workspace for the user whose workspace you would like to add, remove, or change.
- Agent1 Weight, Agent2 Weight, etc. — If the call routing policy for the call queue uses weighting, enter the agent’s percentage weighting here (this field is optional).
You are free to leave nothing in any of the other columns.
3. Proceed in this manner until you have included all of the agents that require addition or editing in your system.
Bulk add call queues
Downloading a blank CSV template and populating it with the necessary information will allow you to add call queues in mass.
It is not possible to make bulk changes to the call forwarding settings of a call queue. See “Configure call forwarding for a call queue” for information on how to make changes to the call forwarding for a call queue.
- Visit https://admin.webex.com/customer and navigate to the Services menu. From there, select Calling > Features from the drop-down menu.
- Simply select Call Queue > Bulk Manage from the menu.
- Choose a location from the drop-down menu for the call queues you want to add.
- To download the.csv template, click here.
- Compile the data into the spreadsheet.
- You can upload the CSV file by dragging and dropping it into the upload box, or you can click the Choose a file button.
- Click Upload.
After the file has been successfully uploaded, you will be able to see the progress of the changes by clicking on the See Tasks Page for Details link.
Bulk edit call queues
It is not possible to make bulk changes to the call forwarding settings of a call queue. See “Configure call forwarding for a call queue” for information on how to make changes to the call forwarding for a call queue.
- Visit https://admin.webex.com/customer and navigate to the Services menu. From there, select Calling > Features from the drop-down menu.
- Simply select Call Queue > Bulk Manage from the menu.
- You will first need to choose a location for the call queues you intend to alter.
- To download the data, click here.
- You will receive a zipped file that contains numerous CSV files included if the data for the call queues you’ve selected exceeds the maximum (more than 10,000 rows for each CSV).
- Modify the spreadsheet as required to reflect the changes.
- You can choose a file to upload by dragging and dropping it into the box provided, or you can click the Choose a file button.
- Click Upload.
After the file has been successfully uploaded, you will be able to see the progress of the changes by clicking on the See Tasks Page for Details link.