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T2 · Webex Calling

Call Features

Hunt groups, call queues, auto attendants, call pickup, and feature access codes are location features in Control Hub under Services > Calling > Features. A hunt group rings a list. A call queue holds callers when agents are busy and is part of the professional license. An auto attendant plays a menu. Pickup answers a coworker’s ringing line. Star codes run the same features from a phone.

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01 · Executive summary

Five lines, then why it matters

• When a hunt group or a call queue sends a call to an agent, that agent’s call forwarding does not apply. [cite:1] [cite:2]
• Hunt group busy is off by default. Only an administrator enables it, unless agents are allowed to use the FAC codes. Activation is #51, deactivation #52, interrogation #53. [cite:1] [cite:5]
• Call-queue size is 250 calls. You can set calls in queue from 0 to 250, and the article says not to set 0 because incoming calls are then not allowed. A supervisor can manage 100 agents. Up to 1,000 queues per location. [cite:2]
• Skill level 1 is highest and 20 is lowest. Default skill is 1. Skill routing uses skill first, then Circular, Top Down, or Longest Idle to break a tie. Calls are not routed to agents in Wrapping Up by default. [cite:2]
• Call park is *68 after hold and a dial tone. Retrieve is *88. Group park is #58 or *58. Directed pickup is *97. Directed pickup with barge-in is *33. [cite:5]

02 · Architecture map

Five objects under Calling features

• 1Hunt group
• 2Call queue
• 3Auto attendant
• 4Pickup
• 5Star codes

flowchart LR
  Caller --> AA[Auto attendant]
  AA --> HG[Hunt group]
  AA --> CQ[Call queue]
  AA --> VM[Voicemail]
  Phone[Desk phone] --> Pickup

Studio asset still required: assets/diagrams/T2-R05/arch.svg

03 · Concept deep-dive

Caps, timers, and codes

Hunt groups and call pickup are dated July 23, 2026. Feature access codes are dated July 15, 2026. Auto attendants are dated December 12, 2025. The call-queue page retrieved on October 14, 2026 did not include a header date. [cite:1] [cite:3] [cite:4] [cite:5] re-check [cite:2]

Hunt group routing

Advance when busy skips members already on a call. If you turn that off and the member has call waiting, the caller hears call-waiting tone until the member declines or becomes idle. Divert when unreachable applies to a network outage, and does not divert users who only have a mobile device. A blank extension uses the last four digits of the phone number. CSV weight is 0–100. Each CSV row holds 50 agents. A hunt group can have 1,000 agents, using continuation rows with the same name and location. [cite:1]

Call queue numbers

Pickup, attendant, and codes

04 · Ecosystem

Ecosystem and sister technologies

Glossary

Hunt group

A number that rings a defined list of users, workspaces, or virtual lines in a chosen pattern. [cite:1]

Call queue

A professional-license voice queue that holds calls until an agent is available. [cite:2]

Auto attendant

A menu that answers and routes to a person, hunt group, or voicemail without a receptionist. [cite:3]

Call pickup group

An administrator-defined set of users in one location who can answer each other’s ringing lines. [cite:4]

FAC

Feature access code, also called a star code, dialed on Webex App or an IP phone. [cite:5]

DNIS

Extra numbers that route to the same call queue while keeping the dialed number’s identity. Up to 100 per queue. [cite:2]

Skill level

1 is the highest skill on a call queue and 20 is the lowest. [cite:2]

Wrapping Up

Agents in this state do not receive queued calls unless that default is changed. [cite:2]

Mind map

mindmap
  root((Features))
    Hunt group
    Call queue
    Auto attendant
    Pickup
    FAC

Sister-technology matrix

Integration edges

Cross-platform bridges

Future-integration hooks

• The queue article describes DNIS as the replacement for alternate numbers, with a three-month and six-month transition in the text. The retrieved body had no header date, so the clock start stays re-check. [cite:2]
• Canon planning: write the routing pattern and the agent cap on the same line so Weighted is never planned for 1,000 agents.
• Survivability-mode hunt groups are a later check in T2-R07, not an extension of the 1,000-agent table.

Ecosystem troubleshooting

05 · Flow

From a feature card to a star code

06 · Config

Click paths

1. Sign in to Control Hub and open Services > Calling > Features. [cite:1]
2. Hunt group: Add New, choose the location, name, number, and whether agents may use the group number as caller ID. [cite:1]
3. On Call Routing, pick Circular, Top Down, Longest Idle, Weighted, or Simultaneous and stay inside that pattern’s agent cap. [cite:1]
4. On Routing Settings, decide Advance when busy, divert when unreachable, divert when busy, and hunt group busy. Busy is off until you enable it. [cite:1]
5. Call queue: Add new, set location, name, number, calls in queue (not 0), and caller ID. Choose priority or skill, then the pattern. [cite:2]
6. Auto attendant: Add New, set the location knowing it cannot change, then business hours, after hours, and holiday. Menu keys transfer to a person, hunt group, voicemail, or the operator number. [cite:3]
7. Call pickup: Add New, one location, unique name, then users, workspaces, or virtual lines. Notification delay is 1–60 seconds. [cite:4]
8. From a phone, park with hold, dial tone, *68. Retrieve with *88. Pick up with *98. [cite:5]

Screenshot placeholder. The paths above are the articles.

07 · Limits

Values the articles state

08 · Troubleshooting

Eight feature failures

09 · Self-question ladder

Twelve rungs

10 · Lab

Paper features, no production queue

• Goal: pick hunt group, queue, or attendant for six call stories, and name the cap.
• Prereq: this room. Do not create a production feature.
• Step 1. Fifty-one people must ring at once. Expected: simultaneous cap is 50.
• Step 2. Callers must wait with a comfort message. Expected: call queue, size at most 250, not 0.
• Step 3. A menu must send callers to a hunt group. Expected: auto attendant. Location is fixed after create.
• Step 4. Coworkers in one office answer each other’s phones. Expected: one pickup group, *98.
• Step 5. An agent must present the queue number. Expected: #80, and the allow-caller-ID policy stays on while they use it.
• Evidence: the six answers with cites.
• Break it: plan 1,000 agents on Weighted. Recovery: Weighted is 100.
• Reflection: which of your “queues” are actually hunt groups.

11 · Quiz

Twelve questions

12 · Audio

Slots for Studio

13 · Interview

Oral answers

30 seconds. A hunt group rings a list. Circular, top down, and longest idle allow 1,000 agents. Weighted allows 100. Simultaneous allows 50. A call queue holds callers and belongs to the professional license. An auto attendant is the menu.

2 minutes. I create all of them under Services, Calling, Features, in a location. A blank extension becomes the last four digits. Agent forwarding does not apply once the feature has sent the call. Hunt group busy is off until an admin enables it. Agents then use #51, #52, and #53. A queue’s recommended voice size is 50 agents, while the table allows more except for weighted and simultaneous. Queue size is 250 and must not be 0. Skill 1 is highest. Pickup is one group per user in one location, and the desk code is *98. Park is *68 after hold. The attendant’s location cannot change, and its no-input default is 10 seconds.

30 seconds, caller ID. I can let agents present the group number. I cannot turn that policy off while an agent still uses it. In India the locations must share PSTN provider, country, and zone.

2 minutes, what I will not merge. I will not treat the 50-agent recommendation as the hard maximum. I will not teach survivability hunt caps as these Control Hub caps. I will not date the call-queue article, because the retrieved page had no header. I will not send omnichannel work to a voice queue when the article points at Webex Contact Center.

What you will say about a missed call on a coworker’s phone. If they share a pickup group, *98 or the softkey answers it. A new group notifies with visual and audio. An existing group defaults to no notification until you change it.

14 · Citations

1. Manage hunt groups in Control Hub — help.webex — article o6rfjeb — help.webex.com article o6rfjeb — header July 23, 2026 — retrieved 2026-10-14. Routing caps, advance when busy, divert, hunt group busy default off, caller ID policy, India PSTN zone, CSV 50 per row and 1,000 agents, weights 0–100, agent forwarding does not apply, #80 and #81.
2. Configure Call Queue — help.webex — article nzkg083 — help.webex.com article nzkg083 — retrieved 2026-10-14. Header date was not in the retrieved body. re-check. Professional license, voice-only, 50-agent recommendation, agent and queue maxima, skill 1–20, Wrapping Up, DNIS up to 100, calls in queue 0–250.
3. Manage auto attendants — help.webex — article nsioxoi — help.webex.com article nsioxoi — header December 12, 2025 — retrieved 2026-10-14. Menu to a person, hunt group, or voicemail. Location fixed after create. No-input timer 1–60, default 10. Send to Voicemail disabled for an external number. After-hours menu applies to holidays.
4. Configure call pickup group — help.webex — article tll322 — help.webex.com article tll322 — header July 23, 2026 — retrieved 2026-10-14. One group per user, same location, notification defaults, delay 1–60, CSV default 6, *98, Webex App 44.2, desk phone 12.0.4, 6821 audio only.
5. Feature access codes for Webex Calling — help.webex — article 0zgzwj — help.webex.com article 0zgzwj — header July 15, 2026 — retrieved 2026-10-14. *68, *88, *98, *97, *33, #58 and *58, #51, #52, #53, #80, #81.

15 · Re-engineer later

• Open questions: the header date on nzkg083, and when the DNIS transition clock in that article started.
• Facts still TODO-verify: 0. The call-queue date is re-check.
• Assets missing: Features screenshot, audio.
• Ideas for v1.0: a card that pairs each routing pattern with its agent cap.
• Next review: when o6rfjeb or nzkg083 changes an agent maximum.