Configuring Queue's Contact Management Settings

Phone, e-mail, and chat

Priority

In earlier versions, this field was called Target Answering Time.

Priority

Enter a value that defines how quickly the contact should be answered in regards to other contacts (the lowest value has the highest priority).

For example, queue A has the priority value 5 and queue B has the value 10. The calls from queue A are allocated first.

You can also adjust the priority of a contact at the channel level with the setting Importance of Contact Waiting Time.

For more information, see Priority.

Phone, e-mail, and chat

Queue Size

QueueLength

Enter the number of inbound contacts allowed in this queue. 0, or a negative value, means that the number of contacts is not limited. The default value is -1, the size is not limited.

The background color in the queue list in the end-user application changes according to the defined static queue capacity:

• Green

  There is at least one contact in the queue.

• Yellow

  Over half of the queue capacity has been used.

• Red

  The queue is full.

Phone, e-mail, and chat

Timeout for Contacts to be Picked or Rejected *

MaxPickTimeout

Enter a time to define how long a contact is being allocated without it being picked or rejected. The default value is 120000 (2 minutes).

If you define timeout for contacts also in Users and Role Management > Users/User Settings Template > Contact Settings > Answer Timeout for Queue Contacts, CDT follows the user setting. For example, if Timeout for Contacts to be Picked or Rejected is 2 minutes and Answer Timeout for Queue Contacts 30 seconds, CDT rejects a queue contact after 30 seconds. CEM stops allocating it after 2 minutes.

If you route Embedded Communications Framework (ECF) tasks to your system, you must define this setting.

Added to e-mail queues and to the e-mail channel in SP08.

Moved from the advanced queue settings to phone queues and to chat queues and to the phone channel and to the chat channel in SP08.

Phone

Early Queuing

EarlyQueuing

To activate early queuing in this queue, select this option. The function must be enabled in advanced signaling settings in Call Switching > Global Switching Settings.

Added in SP04.

Phone, e-mail, and chat

Clear Old Skills

ClearOldSkills

Select this option if you want that the skill values are cleared if a call comes from another queue with required skills attached.

Phone, e-mail, and chat

Block Rejected Contact from Agent *

IfNoAnsAddToRejNbrs

Choose from the following options whether an auto-allocated queue contact can be re-allocated to the agent, who has rejected the contact or who did not pick it before either Timeout for Contacts to be Picked or Rejected or Answer Timeout for Queue Contacts expired. If a contact is forwarded into another queue, the contact can be allocated to the same agent again.

• Yes: The contact is not offered to the same agent again from this queue.

• Never: The contact can be offered to the same agent several times.

• No Blocking if Contact Redirected after Max Waiting Time: Depends if the queue forwarding options Forward if All Agents Have Absence Profile or Are Logged Off from Queue or Forward if Allocating Is Not Possible Immediately is in use:

  • If one of the above mentioned queue forwarding options is not in use, behaves as Never.

  • If one of the above mentioned queue forwarding options is in use, behaves as Yes.

For e-mails you can only set the blocking on or off.

Chat

Busy During Wrap-Up *

BusyWhenWrapUp

Select this option if you want the a chat session in the wrap-up mode is considered as an active chat session and counted to the Maximum Number of Chat Sessions value defined in User and Role Management > User Settings Template > Contact Settings.

This setting also applies to outbound chats. Note that this does not work with Universal Queue.

Phone

Number of Agents Affect Queue Size *

QueueLenSlope

Enter the value to define how the number of available agents affects the maximum size of the queue.

que len = max que len + (QueueLenSlope x available opers)

max que len means the queue size defined in the queue configuration.

The value for this setting can be one of the following:

• x = 0 -> No effect (the configured static queue size).

• x is greater than 0 -> More agents, longer queue.

• x = 1 -> One additional agent means one more queue place.

• x is smaller than 0 -> More agents, shorter queue.

The default value is 0.0.

E-mail

Allow Other Contacts When E-Mail Open

OverrideEmails

Select this option if you want that agents can receive other contacts although they have opened a queue e-mail.

To define if a user can receive other contacts when creating a new e-mail (that is not assigned to any queue yet), use Keep User Free When Writing New E-Mail for a user directly or via a user template, see Configuring Contact Settings.

If you route Embedded Communications Framework (ECF) tasks to your system, select this option if you want to use multi-contact allocation with ECF. For user-related ECF task settings, see Configuring Contact Settings.

E-mail

Extra Data Included When E-Mail Allocated *

ExtraDataWhenAllocated

Enter a comma-separated list of field names (for example Language, Skills, or any custom key-value pair to define host application specific data added in TMI) that are sent to the user interface when an e-mail is allocated to an agent. This setting is used with Embedded Communications Framework (ECF) and is also available in the channel view: System Management > Channels > E-Mail Channel > Extra Data Settings.

Added in SP08.

Phone

Max. Waiting Time for Preferred Agent *

MaxPrefOperWait

Enter a value to define how long the software waits for the preferred agent to be available before the call can be allocated to another agent. This function works only in a call transfer during one call event.

For example, the preferred agent can be the last agent who answered the call. This is useful when a blind transfer fails and the call comes back to the queue. Then the software tries to reallocate the call to the same agent. In the hunt group mode, another agent is still able to take the call before this time has elapsed. The default value is 10000 milliseconds.

The preferred agent function is automatically enabled.

Phone

Reference Timestamp for Calculating Queuing Time *

Before SP09 Define Entering Time

QueUseEntryTime

Choose the timestamp to be used for calculating call priorities. The priority affects call allocation, see Allocation Priority Calculations. The default value is Call Enters Contact Center 1st Time.

• Call Enters Contact Center 1st Time: Queuing time starts when the call enters the contact center application for the first time. The Welcome and Prewelcome messages are included. If the call is transferred from a queue or application to another (for example from the contact center to an IVR), the time is not reset.

• CEM Receives Call Information: Queuing time starts when CEM Server gets the CALL_COMING message. If the call is transferred from a queue or application to another (for example from the contact center to an IVR), the time is not reset.

• Call’s Last Entry to Contact Center: Queuing time starts when the call enters the contact center for the latest time. The Welcome and Prewelcome messages are included. If the call is transferred from a queue or application to another (for example from the contact center to an IVR), the time is reset.

• Call Enters Queue: Queuing time starts when the call enters the current queue or application for the latest time. The Welcome and Prewelcome messages are not included.

Phone

Queues Used for Long-Term Waiting Time

QueLWTDDependencies

Enter a value to define what other queues are taken into account when the software uses the LEARNEDWAIT algorithm for calculating the estimated average waiting time in a queue (a so-called long-term average). In this case, the previous waiting times in the queue affect the calculation. Use this setting if you want that also the number of calls and agents in certain queues affect the calculation. Enter a comma-separated list of queues. We recommend that the maximum number of these queues is two.

Phone

Original Source Number Shown to External Agents and MTD Devices

ExtAgentShowCaller

Choose if the original call number is shown to external agents. The choice Not Defined means that this queue setting follows the voice channel setting. This is an operator-specific function and is supported by certain hardware only.

As of 1705, this setting applies to all MTD devices, the text changed accordingly in 1708.

Phone

Record Queue Calls

ServerRecording

Select this option if you want to activate recording of the queue calls.

You can select this option at any time but it has effect only when the system-wide recording mode is Specified for User, Queue or Campaign.

Phone

Recording Behavior with Consents

Select how customer consents are used in recording:

• Ignore Consents: Customer consents (the ones asked for a current call with an IVR, nor the ones saved in database earlier, or imported from an external system) do not affect recording. The default value.

• Ask For and Follow Customer Consent: If customer consent is not found in database, it is asked with an IVR. Calls are recorded only if there is a customer consent to record the call.

Phone

Consent IVR Number

Select or enter either the built-in consent IVR number defined in System Services > Recording Settings > Consent IVR, or the custom IVR number defined in IVR Management.

Phone, e-mail, and chat

Extension for Default Queue

DefaultQueue

Choose the option for how contacts are handled if they cannot be answered, that is, when the situation defined in the Forwarding Options field has occurred, see below.

Contacts can be

• Forwarded to voicemail (VOICEMAIL)

• Disconnected (CALLDISCONNECT)

• Disconnected and the busy sound played (CALLDISCONNECTBUSY)

• Forwarded to some other queue extension. If you choose this, choose also the queue extension. If the extension is not defined, a call or a chat will be disconnected.

Phone, e-mail, and chat

Max. Waiting Time

MaxWaitTimeInQueue

Enter the maximum time a contact is allowed to wait in a queue before it is forwarded to the next optional destination. The default value is 3 hours (= 180 minutes = 10 800 seconds). If the Extension for Default Queue value is not defined, the call or chat in queue is disconnected after this time. E-mails will stay in queue even though Extension for Default Queue is not defined.

For callback queues, it is recommended to define Max. Waiting Time value to be for example 24 hours (=1 440 minutes = 86 400 seconds). Once this time has elapsed, the callback request will be recreated to a queue by CEM Server (the counter starts from zero although recreated callback request keeps its position in a queue). The system default value Call Enters the Contact Center 1st Time (before SP09: When Call Entered Contact Center) for the setting Reference Timestamp for Calculating Queuing Time (before SP09: Define Entering Time) must be used for these queues in order for callback calls to preserve their position in the queue in case they are redialed. Redialing may occur for example due to the maximum waiting time of the callback queue being elapsed.

Phone, e-mail, and chat

Forwarding Options

QueueFullIfNoDest

The option Forward when Maximum Waiting Time Has Elapsed (MaxWaitingTime) is automatically chosen. The contact is forwarded to the default queue when the time entered in the Max. Waiting Time field has passed.

For calls and chats there are additionally options:

• Forward if All Agents Have Absence Profile or Are Logged Off from Queue NoServingAgents: A contact is forwarded immediately if there are no agents serving in the queue (agents have an absence profile or there are no agents logged on to the queue).

• Forward if Allocating Is Not Possible Immediately NoFreeAgents: A contact is forwarded immediately if there are no free agents available (agents have active contacts, they have an absence profile, or there are no agents logged on to the queue).

Phone

Forwarding Number When Service Closed

ForwardOnServiceClosed

Choose how calls are handled when the service is closed by choosing the edit icon. Make sure you configure this for the overflow queues, that is, the ones that are defined as Extension for Default Queue, and Routing to Closed Overflow Queue is allowed.

Calls can be

• Forwarded to voicemail (VOICEMAIL)

• Forwarded to some other queue number ([queue number])

• Forwarded to an external number

• Disconnected (CALLDISCONNECT)

• Disconnected and the busy sound played (CALLDISCONNECTBUSY).

Phone

Routing to Closed Overflow Queue

LetScheduleClosed

Choose if a call can be forwarded to an overflow queue even if the overflow queue is closed according to its schedule. If you allow this, make sure that in the overflow queue there is something defined in the previous setting Forwarding Number When Service Closed.

The choice Not Defined means that this queue setting follows the voice channel setting.

Phone

DTMF Character for Forwarding *

LeaveVoiceMessageChar

Enter the DTMF character that allows a caller in a queue to enter to the voicemail service for leaving a message or to be forwarded in another predefined way. You must activate the setting Transfer to Voicemail if Queue Is Full (in System Services > Voicemail Settings) to enable the forwarding to voicemail.

The default value is the pound (#) key.

Phone

Forwarding Number after DTMF Character

ForwardOnUserInput

Choose how calls are handled when the defined DTMF character (for example the # key) is pressed by choosing the edit icon. Calls can be

• Forwarded to voicemail (VOICEMAIL)

• Forwarded to some other queue number ([queue number])

• Forwarded to an external number

• Disconnected (CALLDISCONNECT)

• Disconnected and the busy sound played (CALLDISCONNECTBUSY).

ForwardOnServiceClosing

Waiting contacts can be moved from a queue to another also by executing manually an SQL procedure. For more information, see SAP Note 2711622.

Added in FP13.

Phone

Callback Queue Number

QCBQueueNumber

Enter the number of the queue where the callback requests are handled. This number must already exist in the system.

Phone

Enable Instant Forwarding

ForwardEnabled

Select this option if you want that contacts are forwarded.

When you select this option, contacts are immediately forwarded.

Phone

Instant Forwarding Number

ForwardNumber

Enter a number (internal or external) to where calls are forwarded when you have selected the Enable Instant Forwarding option. Or, choose the edit icon to define the forwarding action. Calls can be

• Forwarded to voicemail (VOICEMAIL)

• Forwarded to some other queue number ([queue number])

• Forwarded to an external number

• Disconnected (CALLDISCONNECT)

• Disconnected and the busy sound played (CALLDISCONNECTBUSY).

Phone

Enable Transfer-On-Hold When Busy *

HoldTransferWhenBusy

Choose whether an agent can receive another call immediately after transferring an active call to a mobile phone or to an external number. In a normal situation, no calls are offered to the agent when this type of a target number is busy. This option has effect only if the transfer-on-hold method is in use.

Phone

Timeout for Transfer-On-Hold *

HoldTransferTimeout

Enter the timeout for calls that are not answered. This is only useful if the transfer-on-hold method is in use. If the call is not answered within the defined time, the call is considered as failed and CEM informs the Communication Desktop (CDT) application that there was no answer. If the user wants to try the transfer again, the attempt must be repeated manually. The default value is 3600 seconds.

Phone

Enable Join Transfer *

UseJoinTransfer

For advanced use only. Choose whether an alternative call transfer method is in use. In this case, CEM keeps the original call to the first destination waiting and initiates a new call to the second destination. These two calls are not connected until the new call to the second destination is successfully connected.

Phone

Timeout for Join Transfer *

JoinTransferTimeout

For advanced use only. Enter the timeout for calls to be connected to an external number. See the Enable Join Transfer option. The default value is 30 seconds.

Phone

Enable Barring of Internal Transfers

UseInternalTransferBarring

By default, internal transfers are not barred in a location that is used as a barring group. To enable barring internal transfers as well, select this option. Added in SP07.

Phone

Activate Opt-In IVR

OptInActivate

To activate the Opt-in, select this option.

Phone

Opt-In IVR Number

OptInNumber

Choose the IVR number for the Opt-in IVR. The list consists of available custom-made IVR numbers that are defined in IVR Management.

Phone, e-mail, and chat

Importance of Contact When on Same CEM as Agent*

QuePriorityWeightLocalCall

Choose a value to define the importance of a contact when the contact is on the same CEM as an agent. The default value 1.00 which means that all contacts on different CEMs have the same priority. A bigger value than 1 means that the contact on the same CEM is more important.

Added in SP04

Phone, e-mail, and chat

Importance of Agent When on Same CEM as Contact*

QuePriorityWeightLocalOper

Choose a value to define the importance of an agent when the agent is on the same CEM as a contact. The default value 1.00 which means that all agents on different CEMs have the same priority. A bigger value than 1 means that the agent on the same CEM is more important.

Added in SP04