Ensure that calls are answered and that callers’ needs are met. You can add greetings, set up menus, and route calls to an answering service, a hunt group, a voicemail box, or a real person. You can create a 24-hour schedule or provide different options when your business is open or closed.
Group Paging allows a user to place a one-way call or group page to up to 75 target users and workspaces by dialing a number or extension assigned to a specific paging group. You can create a paging group so that users can send an audio message to a person, a department, or a team. The Group Paging service makes a simultaneous call to all the assigned targets and announces to the originator that the system is ready for paging. After speaking, the originator ends the page by hanging up the call.
Paging group feature notes
A few things to note before setting up this feature:
-You can assign a user as both a paging target and paging originator in a paging group.
-Paging group works only for primary devices and doesn’t work for shared devices.
-Locations can have multiple Group Paging services configured because you can define a paging originator and/or a paging target in multiple paging groups.
-If a user isn’t on the phone, the call from a group page is automatically answered and the target hears a paging announcement to alert them that they are receiving a page.
-If a paging target is on a call, the page isn’t automatically answered. If a paging target chooses not to answer the page, the group paging call won’t forward to the paging target’s voice mail.
-If a paging target has Don’t Disturb enabled on their phone, they are not paged.
-If a paging target has Single Number Reach (Office Anywhere), Call Forwarding or Simultaneous Ring enabled, the configured destination service isn’t called.
-When the page is set up to the paging targets, the originator receives a “Paging System Ready” announcement alerting them to begin speaking.
-The group page is a one-way audio service. The paging originator has a one-way talk path to the paging targets. The paging targets don’t have a talk path to each other or to the paging originator during the page.
Configure a paging group in Control Hub
Before you begin
-Check that the extensions you plan to assign to a paging group are available and unassigned.
-Paging groups must have more than one member, and each member must have at least one registered device. If someone pages a group with no registered devices, they’ll hear a busy signal.
-Paging groups only work with the Cisco IP Phone 6800, 7800, or 8800 Series, as well as Analog Telephone Adapters (ATAs) 191 and 192.
*For customers in the Asia-Pacific region, the Calling Line field is auto-populated with the User Name. You cannot modify the Calling Line field.
1. From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.
2. Select Paging Group > Create Paging Group.
3. In Settings, select the Location, Paging Group Name, and then a Phone Number or Extension or both.
4. Select the group paging language in the Language drop-down menu.
5. For Calling Line ID, enter the Calling ID First Name and Calling ID Last Name that displays on target users’ phones when a group page is performed.
6. Select the Calling ID Label to determine what is shown on target users’ caller ID when a group page is performed. Click Next.
-Paging Group ID—Displays the calling line ID name.
-Page Originator—Displays the calling line ID name and number of the user who originates the page.
7. In the Paging Targets section, search for and add up to 75 users, workspaces or virtual lines in the organization that can receive paging announcements.
8. Select the Copy my paging targets to my paging originators checkbox to copy added users for paging originators in the next section. Click Next.
9. In the Paging Originators section, search for and add users, workspaces, or virtual lines in the organization that can initiate paging announcements. Click Next.
*If you selected the Copy my paging targets to my paging originators checkbox in the previous section, there is no requirement to add users in this section.
10. In the Paging Group Settings Review section, review your settings under each tab. Click Create.
Edit a paging group in Control Hub
1. From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.
2. Select Paging Group, and select a paging group that you want to edit from the list.
3. You can edit the following settings:
-General Settings—Edit the Location, Calling Line ID and Calling ID Label for the paging group.
-Phone Number—Edit the Phone Number or Extension for the paging group.
-Paging Targets—Edit, add or delete the list of users, workspaces, or virtual lines that can receive the paging announcement.
-Paging Originators—Edit the list of users, workspaces, or virtual lines that can initiate the paging announcements.
4. Click Save after making any changes to the paging group.
As a customer administrator, you can intercept incoming or outgoing calls. With call intercept, you can disconnect a location’s or user’s or workspace’s phone lines and play a detailed announcement for callers and provide alternate routing options. You can configure call intercept at location level, user level, and workspace level.
Enhance the customer experience by leveraging our simplified solution, Webex Customer Experience Basic, which encompasses powerful selection of call center features.
Overview
Webex Customer Experience Basic is an offering available as part of the Webex Suite or Webex Calling Professional license at no additional cost. It includes a simple and powerful set of features which are bundled together to deliver the call center functionalities. The features such as Voice Queues, skill-based routing, call queue monitoring and analytics, multi call window, and more, help users to engage with customers efficiently. Also, with our Webex Calling for Microsoft Teams integration, the Microsoft Teams users can access the features directly from Teams.
As Customer Experience Basic is designed as a voice-only offering, it’s best suited for customers who need simple voice-centric call center capabilities and don’t need the advanced features of comprehensive contact center service.
We recommend Webex Contact Center for customers who require sophisticated customer engagement capabilities, omni-channel routing, or large-scale, high call volume deployments.
Features and benefits
Customer Experience Basic includes the following features:
1. Voice Queues—Helps administrators to configure various features such as skills-based routing, enhanced queue polices, customer callback, and so on.
2. Call queue analytics—Helps administrators to view the important data such as top call queues, top agents, live call queues status, and so on.
3. Call queue reports— Helps administrators to view the details such as call queue status report and agent status report.
4. Agent experience in Webex App—Helps users to check and change their call queue status and join/unjoin queue in the Webex App.
5. Multi call window— Helps users to get a quick view of the call status and easily access some common calling features.
6. Webex Calling integration within Microsoft Teams—Helps users to access the features directly from Microsoft Teams.
You can create a shared voicemail box and inbound fax box to assign to users or call routing features like an auto attendant, call queue, or hunt group. With the voicemail group feature, you can set up new message notifications, choose where you want the messages stored, and customize the voicemail box greeting.
-You might use a voicemail group for any of the following scenarios:
-You need a general purpose voicemail for a department or workgroup.
-You’d like to add a voicemail option to an auto attendant or hunt group.
-You’d like to send the overflowed incoming calls from a call queue to a shared voicemail box.
-You have users who only need a voicemail box.
Voice portals provide an interactive voice response (IVR) system so administrators can manage auto attendant anouncements. Users from the location you choose can call in and access their voicemail messages or change their passcode.
When you activate this service, you will receive an email containing your voice portal number. Call this phone number to record your auto attendant greetings. This is also the phone number users at this location call to access their voicemail messages and settings.
You can enhance teamwork and collaboration by creating a call pickup group. Users that are added to a call pickup group can answer calls when another member of the call pickup group is busy.
Call pickup group enables a user to answer any ringing line within their pickup group. A call pickup group is an administrator-defined set of users within a location, to which the call pickup feature applies.
Configure call pickup group in Control Hub
Once you create a call pickup group, you can add, modify, remove, and assign specific users to that group. Also, you can notify incoming calls to the users in the group.
Create a call pickup group
Call pickups must meet the following conditions:
A user can only be assigned to one call pickup group.
A call pickup group can only have users from the same location.
A location may have multiple call pickup groups.
Call pickup group names must be unique.
1. From the customer view in https://admin.webex.com, go to Services > Calling > Features.
2. Click Call Pickup and then click Create Call Pickup.
You may be asked to select a location in a pop up window.
3. Select the Location from the drop-down menu.
If you have previously selected a location, ensure the correct one is selected.
4. Enter a name for the call pickup.
5. Search for and add available users, workspaces or virtual lines by name, phone number, or extension to the call pickup.
6. Click Create.
Edit a call pickup group
1. From the customer view in https://admin.webex.com, go to Services > Calling > Features.
2. Click Call Pickup, and select the call pickup group that you want to edit.
3. Make any changes to the call pickup group, and then click Save.
Notify incoming calls to your call pickup group
You can opt to set up automatic notifications for incoming calls. It ensures to alert all members within your call pickup group. Also, you can configure a custom notification delay timer for your call pickup group. Both Webex App and MPP devices support automatic notifications for incoming calls. You can choose the notification type that best fits your preferences.
The Webex Calling for Chrome extension and mobile clients don’t support automatic notifications.
1. Open https://admin.webex.com, go to Services > Calling > Features.
2. Click Call Pickup, and select the call pickup group that you want to edit.
3. From Notification type, select the format to display the incoming call notification to users in the group.
*The default option is None.
4. From Notification delay timer, enter the time of delay before notifying about the incoming call to users in the group.
*The range is 1–60 seconds.
5. Click Save.
Bulk manage your call pickup groups
You can add and manage call pickup groups in bulk using a call pickup CSV. For more information, see Webex Calling call pickup CSV file format reference.
Use the Webex App to pick up calls in a group
A call pickup group allows Webex App users to pick up phone calls for someone else. When a call comes in for a user who isn’t available to answer, one of the pickup group members can answer the call. Use the Webex App on Desktop or on multicall windows to get a notification and answer the incoming call. This functionality enhances collaboration. Also, call pickup functionality ensures that you handle calls promptly, reducing the chances of potential delays or missed calls.
The following are some key points regarding incoming call notifications for the Webex App:
The Webex App supports visual and audio notifications.
The support for incoming call notification is available from Webex App version 44.2.
Apart from the FAC-based (dial *98) group call pickup, you can now pick up calls from the notification toast in the Webex App.
WebexApp supports call pickup notifications for multiline.
Use desk phones to pick up calls in a group
Now answer the incoming call for a coworker using a desk phone. When a call comes in for one of the call pickup group members, the call is notified to other members in the group. Then, any one of the group members can answer the call. You can use softkeys or feature access code (dial *98) to pick up calls on your desk phones.
To alert all members of a call pickup group about an incoming call, you can enable notifications. The notification is always an audio chime and blinking handset LED.
The following are some key points regarding such incoming call notifications:
The support for incoming call notification is available from desk phone version 12.0.4.
All desk phones, except for the 6821, support audio chimes and visual notification through the handset LED. The 6821 only supports audio chimes.
As part of call pickup notification, desk phones always generate audio chimes and the handset LED blinks. Desk phones generate this notification as long as the notification type selected in the Control Hub isn’t None.
Desk phones support call pickup notifications only for primary lines.
Help support the needs of your front-office personnel. You can set up users as telephone attendants so that they can screen all incoming calls to certain people within your organization. The Receptionist client feature realizes the promise of IP telephony by enhancing business processes and delivering rich services in a user-friendly way.
Create a Receptionist client
Before you begin:
The user that you want to make a receptionist must have a Webex Calling Professional license.
1. From the customer view in https://admin.webex.com, go to Services > Calling > Features > Receptionist Client, choose a location and then click OK.
2. Go to Calling > User Call Experience > Receptionist Client, and then turn on Receptionist Client.
3. Search for the people or workspaces that you want this user to be able to monitor and then click Save.
Get a list of all your Receptionist clients
Before you begin:
You must have already set up one or more users as receptionist clients.
1. From the customer view in https://admin.webex.com, go to Services > Calling > Features > Receptionist Client, choose a location, and then click OK.
You’re presented with information such as the first and last name of the person assigned as a receptionist and their phone number.
2. Click Export if you’d like to export this list.
You can use hunt groups to ensure that all of your incoming calls are answered by the right people or routed to voicemail for later response. Hunt groups route incoming calls to specific employees in a predetermined pattern. This is done by assigning a phone number to a group of employees and then setting rules that define how the call is answered, how long the call remains on hold, and who to forward the call to.
Create a hunt group
Before you begin
You may want to set up hunt groups in the following scenarios:
1. A sales team that wants sequential routing. An incoming call rings one phone, but if there’s no answer, the call goes to the next hunt group member in the list.
2. A support team that wants phones to ring all at once so that the first available member can take the call.
For customers in the Asia-Pacific region, the Caller ID Name field auto populates with the username. You can’t modify the Caller ID Name field.
When a call arrives to a hunt group and is sent to an agent, the agent call forwarding feature doesn’t work.
You can create a shared voicemail box and inbound fax box to assign to users or call routing features like an auto attendant, call queue, or hunt group. With the voicemail group feature, you can set up new message notifications, choose where you want the messages stored, and customize the voicemail box greeting.
You might use a voicemail group for any of the following scenarios:
-You need a general purpose voicemail for a department or workgroup.
-You’d like to add a voicemail option to an auto attendant or hunt group.
-You’d like to send the overflowed incoming calls from a call queue to a shared voicemail box.
-You have users who only need a voicemail box.
The call park service allows a user to park a call against a user’s extension or to a call park extension. While the call is parked, the user can make and receive other calls freely and invoke other features without limitation.
The call park service supports two types of call park.
Call Park Direct—Allows users to park a call against a specific user’s extension or call park extension.
Call Park Group—Allows a defined group of users known as members to automatically park calls against available park destinations configured in a call park group. Park destinations can be either member’s extensions or call park extensions.
Call Park Direct
To park a call to a user or call park extension, the parking user puts the active call on hold and initiates a new call to the feature access code (FAC) *68 + (destination user’s extension) or (destination call park extension). The call remains parked until retrieved or a call park recall occurs.
To park a call using a call park extension being monitored by a user’s Cisco phone, the user presses the line key associated with the free call park extension.
Call Park Group
To park a call to a group, the parking user puts an active call on hold and initiates a new call to the feature access code (FAC) #58. The call park group service automatically hunts for the first available call park destination of the call park group to park the call against. The call park group feature always starts at the first assigned call park destination. When a destination is available, and the call is parked against that destination, the caller parking the call receives an announcement with the extension the call is parked against. The parking user may then announce or page that a call has been parked against an extension for retrieval.
Call park retrieve and recall user settings
The following operations apply to both call park direct and call park group.
-To retrieve the parked call, any user within the organization can dial *88 + (extension of parked call).
-To retrieve a call from a monitored call park extension, the user presses the line key associated with the call park extension holding the parked call.
-If the parked call is not retrieved within the provisioned recall time, the parked call is retrieved and presented to the user that originally parked the call or an alternate recall user.
–Call Park Direct—These settings are at the Locations level and are under Calling > Locations > Advanced Call Settings > Call Park Settings.
–Call Park Group—These settings are at the Call Park Group level and are under Calling > Features > Call Park Group setting.
If the parking user’s line appears on other phones as shared or monitored, these phones also will be notified of the reverted calls, as shown in the Receptionist Client.
The Ring Pattern, Recall Timer, and Alert Hunt Group Wait Time values apply to both Call Park Direct and Call Park Group. These settings are at the Locations level and are under Calling > Locations > Advanced Call Settings > Call Park Settings.
When configuring a location in Control Hub, you have the option to change settings such as the music your callers hear when they are placed on hold. You can use the default system music or customized music on hold.
1. From the customer view in https://admin.webex.com, go to Services > Calling > Locations.
2. Select a location to edit.
Details of the location appear in the window.
3. Click Advanced Call Settings.
4. Click Music on Hold.
