Webex Teams: Signing In To a Queue (Windows)

This article shows how to sign in to a call queue for a call center on the Clearspan Webex Teams (formerly Webex Engage) application on a Windows device. Webex Teams is an application that's used for Voice Over IP (VOIP) phones.

Note: VoIP callers should be aware of certain restrictions to 911 calls. Visit z.umn.edu/voip911 for more information.

(Option 1) Signing In To a Call Center Queue

  1. Launch Clearspan Webex Teams client.
  2. Sign in to Webex Teams. 
  3. Select Queues: Available. 
    • Depending on your status, this may say Queues: Available if your status is Available, Queues: Unavailable if your status is Unavailable, etc.
  4. Check the checkbox next to the queue you want to join.
  5. Select the Agent status dropdown.
    Webex Engage window with Queues Available button selected
  6. To change your availability, change the Agent status.
    1. Select Signed Out. A dropdown menu opens.
    2. Select your status from the drop down menu.
      Agent status dropdown opened with options for Signed In, Signed Out, Available, Unavailable, Wrapping Up

 

(Option 2) Signing In To a Call Center Queue

  1. Launch Clearspan Webex Teams client.
  2. Sign in to Webex Teams. 
  3. Open Call Settings.
  4. Select Open Call Preferences.
    Webex Engage application with Call Settings button selected. From the Call Settings, "Open Call Preferences" is selected.
  5. In the new window that opens, scroll down and select Click here to access your call queues settings below Call Queues. A new Call Settings window opens.
    Webex Options window scrolled down to the Call Queues option. "Click here to access your call queues settings" is selected
  6. Open the dropdown for Call Control.
  7. Open the dropdown for Call Center Queues.
  8. Open the dropdown for Call Center ID's.
    Call Settings window. Call Control expanded, Call Center Queues expanded. Cal Center ID's expanded.
  9. To join a call center queue, click the slider bar to turn it on.
    Call Settings window with options expanded to the Call Center ID's. There are 3 test queues and the first queue's slider bar is turned on.
  10. To change your availability, change the Status.
    IMPORTANT: The status for your availability in a call center queue does not update in real time. To see your current status, close the Call Queues window and reopen it.
    1. Select Status -Signed Out. A dropdown menu opens.
    2. Select your status from the drop down menu.
      Call Center Queues statuses expanded. Options for Signed In, Signed Out, Available, Unavailable, and Wrapping Up.
  11. Close the Call Queues window.

Note: Your availability when signed in to a call center queue is different from the availability shown in the general Webex Teams profile menu. To know your status in the Call Center queue, check the Status in the Call Settings. 

Signing Out of a Call Center Queue

When you are done taking calls, follow the same steps as Signing In to change your Status back to Signed Out and click the slider bar next to the queue you are in to leave the queue. 

Wrapping Up After a Call

After a call, your status automatically goes into Wrapping Up.

You should not be manually going into Wrap. If you need to step away from the phone for a moment you should use Unavailable. Or, if you are stepping away from the phone for a while, you should change your status to Signed Out).

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