00 · Header

T7 · SIP, routing, and queues

Routing strategies compared

Color-coded sequence: Phone → CUBE → Control Hub → PSTN. A packet moves along the arrows. Reduced motion keeps every step visible.

Hunt groups, call queues, and auto attendants are Calling features. Webex Contact Center queues are a different configuration. Retrieved 2026-10-14.

Room T7-R06 Version v0.1 last-verified: TODO Difficulty L3 Est. time 100–130 min Prereq T7-R05 Reading 16 min

Key takeaways

upg0eu, dated August 30, 2024, compares Auto Attendant, Call Queue, Hunt Group, and Shared Line Group. Only the call queue adds callers to a queue. Only the auto attendant provides IVR. A call queue and a hunt group say an auto attendant can be used as the IVR. re-check because that page date is older than twelve months. [cite:1]
The same table says a hunt group routes on priority and skill with the note “not based on skills,” and it can ring all at once, sequentially, or longest idle. A shared line group cannot. [cite:1]
o6rfjeb’s hunt-group caps: Circular, Top Down, and Longest Idle 1,000. Weighted 100. Simultaneous 50. Changing from a 1,000-member pattern to a 100- or 50-member pattern keeps only the first 100 or 50 members. [cite:2]
ubg5qd, page header October 08, 2026: a non-skill queue with team assignment defaults to Longest available. A non-skill queue with agent assignment defaults to Circular and can hold a maximum of 1,000 agents. Skill queues choose Longest available or Best available. [cite:3]
A UCCE or ICM selection order is not in these articles. TODO-verify that order. This room does not build a parity matrix against Teams, Amazon Connect, or Genesys.

01 · Executive summary

Same words, different objects

upg0eu, dated August 30, 2024, compares Auto Attendant, Call Queue, Hunt Group, and Shared Line Group. Only the call queue adds callers to a queue. Only the auto attendant provides IVR. A call queue and a hunt group say an auto attendant can be used as the IVR. re-check because that page date is older than twelve months. [cite:1]
The same table says a hunt group routes on priority and skill with the note “not based on skills,” and it can ring all at once, sequentially, or longest idle. A shared line group cannot. [cite:1]
o6rfjeb’s hunt-group caps: Circular, Top Down, and Longest Idle 1,000. Weighted 100. Simultaneous 50. Changing from a 1,000-member pattern to a 100- or 50-member pattern keeps only the first 100 or 50 members. [cite:2]
ubg5qd, page header October 08, 2026: a non-skill queue with team assignment defaults to Longest available. A non-skill queue with agent assignment defaults to Circular and can hold a maximum of 1,000 agents. Skill queues choose Longest available or Best available. [cite:3]
A UCCE or ICM selection order is not in these articles. TODO-verify that order. This room does not build a parity matrix against Teams, Amazon Connect, or Genesys.

Why it matters. A hunt group and a contact-center queue can share the word circular and still be different configurations, with different defaults.

02 · Architecture map

Four Calling objects, then a contact-center queue

Mermaid source (not rendered)

flowchart LR
  A --> B

03 · Core concepts

Calling objects beside contact-center queues

Queue is not a synonym

In Calling, “add callers to queue” is a call-queue row. A hunt group’s row is No. In Contact Center, a queue is the waiting area ubg5qd defines for calls, chats, or emails. [cite:1] [cite:3]

Hunt-group “skill” is the table’s parenthetical

upg0eu’s hunt-group cell is a check with the words “not based on skills.” Do not teach a Calling hunt group as skill-based routing. [cite:1]

Two defaults

Team assignment and agent assignment do not share a default. ubg5qd prints Longest available for the first and Circular for the second. [cite:3]

Agent forwarding

When a hunt group receives a call and forwards it to an agent, the agent call-forwarding feature does not work. [cite:2]

Calling comparison, cells this room uses

Feature	Auto attendant	Call queue	Hunt group	Shared line	Cite
DID or extension	Yes	Yes	Yes	Yes	[cite:1]
Workspace as a member	Yes	Yes	Yes	No	[cite:1]
Members from another location	No	Yes	Yes	Yes	[cite:1]
Specific caller ID number when forwarded	No	Yes	No	No	[cite:1]
Outgoing calls with the feature caller ID	No	Yes	Yes, user can’t select	Yes	[cite:1]
IVR	Yes	No; auto attendant can be the IVR	No; auto attendant can be the IVR	No	[cite:1]
Priority and skill	No	Yes	Yes, not based on skills	No	[cite:1]
All at once, sequential, longest idle	No	Yes	Yes	No	[cite:1]

Contact Center defaults

Queue kind	Default or choices	Cap the article states	Cite
Non-skill, team assignment	Longest available is chosen as the default.	Call distribution groups; at least one group is mandatory when creating a queue.	[cite:3]
Non-skill, agent assignment	Circular is chosen as the default.	Maximum of 1,000 agents.	[cite:3]
Skill, assigned on the queue or in the flow	Longest available or Best available.	Weight applies only to Best Available. Blank weight defaults to 1.	[cite:3]

Hunt-group pattern caps

Pattern	Cap	What o6rfjeb says	Cite
Circular	1,000	Cycles after the last member that took a call.	[cite:2]
Top Down	1,000	Starts from the top each time.	[cite:2]
Longest Idle	1,000	Idle longest, then the next if there is no answer.	[cite:2]
Weighted	100	Percentages up to 100 percent.	[cite:2]
Simultaneous	50	All members at once.	[cite:2]

04 · Ecosystem & sister technologies

Glossary, map, sisters, edges

Mini map of the neighbors named on this room’s sequence. Orientation sketch, not a new product claim.

Glossary

Auto attendant: The Calling object that provides IVR in the upg0eu table. [cite:1]
Call queue: The Calling object that can add callers to a queue and show a specific caller ID number when the call is forwarded. [cite:1]
Hunt group: A Calling feature that rings members in a chosen pattern. Path: Services > Calling > Features. [cite:2]
Shared line group: The fourth column. It cannot take a workspace member and cannot route by priority and skill. [cite:1]
Longest Idle: The hunt-group pattern. Not the Contact Center name Longest available. [cite:2]
Longest available: ubg5qd’s default for a non-skill team queue, and one of two skill patterns. [cite:3]
Circular default: ubg5qd chooses Circular for non-skill agent assignment. [cite:3]
Best available: Highest proficiency among agents who meet the skill requirement. [cite:3]
Weight default: If you do not configure a weight on Best Available, the article applies 1. [cite:3]
Queue name: Cannot exceed 80 characters. Alphanumeric characters, underscores, and hyphens. [cite:3]
Channel type: Chat, Email, Social channel, or Telephony. Inbound queues display Telephony by default. [cite:3]
Transfer to the same agent: An optional toggle on the Queues list. It applies to all queues of the tenant. [cite:3]
India caller ID: For the hunt-group number as caller ID, the hunt group’s location and the agent’s location must use the same PSTN provider, country, and zone. [cite:2]
Pattern shrink: Moving from a 1,000-member pattern to Weighted or Simultaneous keeps only the first 100 or 50 members. [cite:2]
Location hunt-group cap: The maximum number of hunt groups for each location is 1,000. [cite:2]
Enterprise selection: Not defined on these pages. TODO-verify.

Mind map

Mermaid source (not rendered)

mindmap
  root((T7-R06))
    Core
    Sisters

Sister-technology matrix

Sister	What it is	Why it matters here	Config touchpoint	Typical failure	Cite
Workforce management	Granular agent states roll out to all Webex Contact Center customers on October 29, 2026.	Adherence groupings must be rebuilt or real-time adherence reporting stops.	New WFM adherence connector. Enabling granular states is optional until that date.	Leaving old groupings in place.	[cite:4]
Quality and recording	ubg5qd has an Allow recording switch on a Telephony queue.	Pause and resume needs Privacy Shield enabled by the organization administrator.	Advanced settings on the queue.	Treating a hunt-group recording article as this switch.	[cite:3]
Emergency	These routing objects are not the emergency path.	This room does not restate 933.	Read the emergency article before a test.	Using a queue pattern as 911 routing.	[cite:1]
Analytics	upg0eu: auto attendant and call queue can view analytics and download reports. Hunt group and shared line group cannot, in that table.	That cell is Calling, dated August 30, 2024. re-check.	The comparison table.	Assuming a hunt group has the same report row.	[cite:1]
CRM	Screen pop is not a row in upg0eu or ubg5qd.	No Dynamics 365 parity is cited.	TODO-verify connector behavior here.	Letting the CRM choose the pattern.	[cite:3]
AI	If AutoCSAT is enabled, ubg5qd lets you select it as a queue skill. Do not create it or assign a value by hand. Attribute relaxation is not supported in that release.	nv7abhz describes the same system-controlled skill.	Create queue skill requirements.	Typing a CSAT number onto the agent.	[cite:3][cite:4]
IVR	Only the auto attendant cell is Yes. Call queue and hunt group point back at the auto attendant.	A Contact Center flow is a different designer.	Put the auto attendant on the DID when the Calling table is the design.	Expecting the hunt group to play the menu.	[cite:1]
Digital and identity	Contact Center channel types include chat, email, and social. Sign-in behavior is not a routing pattern. Identity for the desktop is TODO-verify in this room.	Manual assignment of digital contacts is a queue switch.	Channel type on the queue.	Applying a Telephony music file to a social channel’s service level. Social channels cannot take a service level threshold.	[cite:3]

Integration map

From	To	Mechanism	What moves	Cite
Calling DID	Auto attendant	IVR	Then a queue or hunt group if the design needs one.	[cite:1]
Call queue	Members	Pattern	All at once, sequential, or longest idle, plus skills.	[cite:1]
Hunt group	Members	Five patterns	Caps in o6rfjeb.	[cite:2]
Control Hub	Contact Center queue	Services > Contact Center > Customer experience > Queues	Name, direction, channel, pattern.	[cite:3]
Team assignment	Longest available	Default	Non-skill.	[cite:3]
Agent assignment	Circular	Default	Up to 1,000 agents.	[cite:3]
Best available	Weight	Skill score	Default weight 1.	[cite:3]
AutoCSAT	Queue criteria	System skill	No manual value.	[cite:4]

Cross-platform bridges

Webex behavior	Legacy habit	Peer orientation	Cite
Calling Longest Idle	Contact Center Longest available is a different article and a different default rule.	A Teams call queue is TODO-verify.	[cite:2][cite:3]
Calling hunt-group Circular, max 1,000	Contact Center agent-assignment Circular also states a maximum of 1,000 agents. Do not treat the two 1,000s as one object.	Amazon Connect routing profiles are TODO-verify.	[cite:2][cite:3]
UCCE or ICM skill group	Not printed in upg0eu, o6rfjeb, or ubg5qd.	Selection order is TODO-verify.	[cite:2]

Future-integration hooks

Canon plan: T7-R05 holds the pattern mechanics. This room only places the objects side by side.
Personalized AI Routing is on the administrator what’s-new page. It is not a sixth hunt-group pattern.
Peer parity stays TODO-verify.

Ecosystem troubleshooting

Symptom	Likely sister-system cause	Check	Fix	Cite
A hunt group is described as skill-based	The comparison cell says not based on skills.	upg0eu.	Use a Contact Center skill queue if skills are the requirement.	[cite:1]
Agent assignment starts at the longest-idle agent	That default is for team assignment. Agent assignment defaults to Circular.	ubg5qd.	Read the assignment type.	[cite:3]
Simultaneous hunt group of 60	The cap is 50, and a shrink from 1,000 keeps only the first 50.	o6rfjeb.	Pick another pattern or split the group.	[cite:2]
WFM adherence blanks on October 29, 2026	State groups were not rebuilt.	nv7abhz.	Re-group on the new connector.	[cite:4]

05 · Flow

Pick the object before the pattern

Step	From	To	Mechanism	Notes	Cite
1	Number	Calling feature	DID	Auto attendant, call queue, hunt group, or shared line.	[cite:1]
2	Need a menu	Auto attendant	IVR	The other three do not provide it themselves.	[cite:1]
3	Need a Calling queue	Call queue	Add callers	Hunt group cannot.	[cite:1]
4	Need a hunt	Hunt group	One of five patterns	Mind the cap before you save.	[cite:2]
5	Need skills	Contact Center queue	Longest or Best available	Not the hunt-group parenthetical.	[cite:3]
6	Non-skill team	Longest available	Default	You can still read the pattern field.	[cite:3]
7	Non-skill agents	Circular	Default	Maximum 1,000 agents.	[cite:3]
8	Enterprise ICM	Not this page	TODO-verify	Do not invent the order.	[cite:2]

06 · Config

Two Control Hub paths

For a Calling hunt group, sign in to Control Hub and open Services > Calling > Features, then the Hunt Group card. [cite:2]
Choose Circular, Top Down, Longest Idle, Weighted, or Simultaneous, and check the cap on that option. [cite:2]
If the design needs a menu, use an auto attendant. upg0eu says the call queue and the hunt group do not provide IVR. [cite:1]
For a Contact Center queue, open Services > Contact Center, then Customer experience > Queues. Sites, teams, user profiles, multimedia profiles, and skill definitions come first. [cite:3]
Turn skills off for a non-skill queue and notice which default appears. Turn skills on only when you will choose Longest available or Best available. [cite:3]

07 · Limits

Numbers these articles state

Item	Value	Source	Verified?
upg0eu page date	August 30, 2024	[cite:1]	re-check
Hunt Circular / Top Down / Longest Idle	1,000 agents	[cite:2]	Quoted
Hunt Weighted / Simultaneous	100 / 50	[cite:2]	Quoted
Hunt groups per location	1,000	[cite:2]	Quoted
Agent-assignment queue	Maximum 1,000 agents	[cite:3]	Quoted
Queue name	80 characters	[cite:3]	Quoted
Best Available blank weight	1	[cite:3]	Quoted
Granular states	October 29, 2026 for all customers	[cite:4]	Quoted
ICM selection order	TODO-verify	Not in these articles	Open
Peer routing parity	TODO-verify	Not cited	Open

08 · Troubleshooting

Failures

Symptom	Likely cause	Evidence	Fix	Cite
Callers hear no menu	The object is a hunt group or call queue.	IVR row.	Front it with an auto attendant.	[cite:1]
Shared line will not take a workspace	That cell is No.	upg0eu.	Use another column.	[cite:1]
Forwarded hunt-group call shows the wrong number	Specific caller ID number when forwarded is a call-queue cell only.	That row.	Use a call queue if the number must change.	[cite:1]
Agent’s own call forward never runs	o6rfjeb says it does not work for a hunt-group call.	Create section.	Forward on the hunt group.	[cite:2]
India agent does not see the hunt-group caller ID	Location PSTN provider, country, or zone differs.	The India note.	Match provider, country, and zone.	[cite:2]
Weighted group lost members	The pattern change kept the first 100.	Edit pattern note.	Confirm before you save.	[cite:2]
Team queue is not round-robin	The default is Longest available.	ubg5qd.	Change the pattern if Circular is required, on a queue type that offers it.	[cite:3]
Agent-assignment queue is not longest-idle	The default is Circular.	ubg5qd.	Do not “fix” it by assuming the team default.	[cite:3]
Weight ignored	The pattern is Longest available. Weight is for Best Available.	Skill requirement note.	Change the pattern or drop the weight.	[cite:3]
Social queue rejects a service level	You cannot configure a service level threshold for social channels.	Advanced settings.	Leave that field unset.	[cite:3]

09 · Self-question ladder

Twelve rungs

L0Which Calling object provides IVR?

Auto attendant. [cite:1]

L1Which Calling object adds callers to a queue?

Call queue. [cite:1]

L1Can a hunt group take members from another location?

Yes, in the comparison table. An auto attendant cannot. [cite:1]

L2What does the hunt-group skill cell actually say?

Yes, not based on skills. [cite:1]

L2Simultaneous cap?

50 agents. [cite:2]

L2What happens to member 51 when you switch to Simultaneous?

Only the first 50 are kept. [cite:2]

L3Non-skill team default?

Longest available. [cite:3]

L3Non-skill agent-assignment default?

Circular. Maximum 1,000 agents. [cite:3]

L3Skill patterns?

Longest available or Best available. [cite:3]

L4Blank Best Available weight?

1. [cite:3]

L4Where do you create the Contact Center queue?

Services > Contact Center > Customer experience > Queues. [cite:3]

L5What stays TODO-verify?

ICM or UCCE selection order, CRM behavior, desktop identity, and peer parity.

10 · Lab

Paper lab

Goal: name the object before you name the pattern.
Prereq: upg0eu and ubg5qd open. No production change.
Step 1. A menu then a ring-all group of 40. Expected: auto attendant, then a hunt group on Simultaneous.
Step 2. The same group grows to 60 and must still ring together. Expected: Simultaneous does not fit.
Step 3. A non-skill Contact Center queue assigned by team. Expected default: Longest available.
Step 4. The same queue assigned by agent list. Expected default: Circular, cap 1,000.
Evidence: the cell or sentence you used.
Break it: call the hunt group skill-based. Recovery: read the parenthetical.
Reflection: which caller-ID number cell is call-queue only.

11 · Quiz

Twelve questions

Q1MCQ

IVR in the Calling table:

Answer

Auto attendant. [cite:1]

Q2MCQ

Add callers to a queue:

Answer

Call queue only. [cite:1]

Q3MCQ

Workspace member of a shared line group:

Answer

No. [cite:1]

Q4MCQ

Hunt group and skills:

Answer

The cell says not based on skills. [cite:1]

Q5MCQ

Longest Idle cap:

Answer

1,000. [cite:2]

Q6MCQ

Weighted cap:

Answer

100. [cite:2]

Q7Scenario

You change a 1,000-member Circular group to Simultaneous. Who remains?

Answer

The first 50. [cite:2]

Q8MCQ

Non-skill team default:

Answer

Longest available. [cite:3]

Q9MCQ

Non-skill agent default:

Answer

Circular. [cite:3]

Q10MCQ

Agent-assignment maximum:

Answer

1,000 agents. [cite:3]

Q11MCQ

Best Available weight when blank:

Answer

1. [cite:3]

Q12MCQ

ICM skill order in this room:

Answer

TODO-verify. These articles do not print it.

12 · Audio

Slots for Studio

Transcript slot

Studio fills this. The prompt is the spoken outline, not a second article.

Transcript slot

Studio fills this. The prompt is the spoken outline, not a second article.

Transcript slot

Studio fills this. The prompt is the spoken outline, not a second article.

13 · Interview

Oral answers

30 seconds. Calling has an auto attendant, a call queue, a hunt group, and a shared line group. Only the auto attendant is the IVR. Only the call queue queues callers. [cite:1]

2 minutes. Hunt-group caps are 1,000, 1,000, 1,000, 100, and 50. A shrink keeps the first 100 or 50. Agent call forwarding does not apply to a hunt-group call. [cite:2] Contact Center non-skill defaults split: Longest available for teams, Circular for an agent list of up to 1,000. Skill queues use Longest available or Best available, and a blank weight is 1. [cite:3]

30 seconds, what this is not. It is not an ICM skill group and it is not a parity sheet.

2 minutes, recording and AI. A Telephony Contact Center queue can allow recording. Pause and resume depends on Privacy Shield. [cite:3] AutoCSAT is system controlled. [cite:4]

What you will not say. You will not call a hunt group skill-based.

14 · Citations

Ledger

Retrieved 2026-10-14. Mirrors cites/T7-R06.md.

Comparison of call routing methods — help.webex — article upg0eu — help.webex.com article upg0eu — page date August 30, 2024 — retrieved 2026-10-14. re-check. Cells quoted above, including IVR and the hunt-group skill parenthetical.
Manage hunt groups in Control Hub — help.webex — article o6rfjeb — help.webex.com article o6rfjeb — retrieved 2026-10-14. Five patterns and caps. Pattern-shrink warning. Path. Agent call forwarding. India caller ID. 1,000 hunt groups per location.
Create queues and configure routing patterns — help.webex — article ubg5qd — help.webex.com article ubg5qd — page header October 08, 2026 — retrieved 2026-10-14. Defaults, 1,000-agent cap, skill patterns, weight 1, queue name, channels, recording, Privacy Shield, AutoCSAT selection, social service level.
What’s new for administrators in Webex Contact Center — help.webex — article nv7abhz — help.webex.com article nv7abhz — page header October 08, 2026 — retrieved 2026-10-14. AutoCSAT. Granular states on October 29, 2026 and the adherence impact.

15 · Re-engineer later

Open

re-check: upg0eu is dated August 30, 2024.
TODO-verify: ICM or UCCE selection order, CRM connector behavior, desktop identity, peer routing parity.
Assets missing: audio.
Next review: upg0eu, o6rfjeb, ubg5qd, nv7abhz.

Sources and go deeper

Checked links were opened this month. A confirm row has no address because that page was not opened.

Wikipedia Webex (Wikipedia) last checked 2026-10
Vendor doc Webex Help Center last checked 2026-10
DevDocs Webex developer documentation last checked 2026-10
DevDocs Webex developer getting started last checked 2026-10
Community Webex community last checked 2026-10
SRND Cisco Collaboration design zone last checked 2026-10
RFC RFC 3261 SIP: Session Initiation Protocol last checked 2026-10
Port table IANA service name and port number registry last checked 2026-10
Port table Port reference for Webex Calling last checked 2026-10
RFC RFC 3263 Locating SIP Servers last checked 2026-10
RFC RFC 3264 An Offer/Answer Model with SDP last checked 2026-10
Wikipedia Session Initiation Protocol (Wikipedia) last checked 2026-10
RFC RFC 3550 RTP last checked 2026-10
RFC RFC 3711 SRTP last checked 2026-10
RFC RFC 4566 SDP last checked 2026-10
RFC RFC 4733 RTP payload for DTMF last checked 2026-10
Wikipedia Real-time Transport Protocol (Wikipedia) last checked 2026-10
Release notes What's new in Webex Calling last checked 2026-10
Vendor doc help.webex.com article upg0eu last checked 2026-10
Vendor doc help.webex.com article o6rfjeb last checked 2026-10
Vendor doc help.webex.com article ubg5qd last checked 2026-10
Vendor doc help.webex.com article nv7abhz last checked 2026-10

sources.json for this page.