Entering Basic Information for Queues

You must have rights to create queues and to view contact center.

You use this procedure to start creating new queues into the system.

  1. On the System Configurator main screen, choose Queue Management > Queues.
  2. Choose Add New.
  3. Choose the queue type and click OK.
    Note:

    To create action item queues for Communication Panel, use the type E-Mail. Create specific queues for action items, mixing action items with e-mails and tasks may compromise Communication Panel queue functions.

  4. Configure the settings according to the following table.

    Technical Names may be required when importing or exporting configuration.

    Table 1. Queue Parameters in the Basics Field

    Queue Type

    Field and Technical Name

    Function

    Phone, e-mail, and chat

    Name

    Name

    Enter a descriptive name. For example, if you are creating an internal queue for agent guidance purposes, name the queue accordingly.

    The maximum length of the name is 256 characters but Reporting shows only the first 64 characters.

    This field is mandatory.

    Phone, e-mail, and chat

    Description

    Description

    Enter additional information about the queue. The description is not displayed in the end-user applications. Use descriptions that are up to 128 characters.

    Phone, e-mail, and chat

    Ordinal

    Ordinal

    Enter a number if you want queues to appear in a specific order. In end-user applications, the queues are displayed in descending alphabetical order based on queue name.

    Phone, e-mail, and chat

    Prompt Language

    Language

    Choose the language for the queue if the queue language differs from the system default language.

    If the queue has several extensions, you can define a different prompt language for each extension in Queue Management > Queues > Numbers/Addresses.

    Exception for chat queues: If a language is defined in a chat client, this language overrides the language of a queue and an extension. For more information, see Defining Language Priorities.

    Phone, e-mail, and chat

    Time Zone

    TimeZone

    Choose the time zone where the queue is going to be used. If the service that is supported by this queue is mainly used in the time zone different from the contact center system time, the queue service hours should be set according to that time zone. If you do not choose any value, the system time zone, which is set in Infrastructure Administrator (IA), is used.

    Note:

    When you create schedules for the queues, check the time zone of the queue:

    1. Open the Queues main view.
    2. Click the Personalize icon.

    3. Select Time Zone.

      The Time Zone column appears in the view.

    E-mail

    E-Mail Critical Time

    CriticalTime

    Applies only to the Communication Desktop (CDT) application.

    Enter an email-specific value for CDT queue e-mails. When the queueing time exceeds this value, the Critical Time icon appears next to the e-mail in CDT, and the destination field shows Critical Time Exceeded.

    Critical Time has no default value, and it does not affect the answered-on-time limit that is used in Online Monitoring and Reporting, or vice versa, but the critical time can be used as a warning that the answered-on-time limit is near. Configure this value in Queue Management > Queues, in a queue's Reporting and Monitoring block.

    The calculation of this critical value differs from the one in Threshold Values for Queue Statistics in which the longest queueing time is the time the contact has been in the queue. For the Critical Time field the longest queueing time is:

    [the time the e-mail has been in the queue] − [the time the queue has been closed according to a schedule]

    For showing other critical time levels for e-mail queue in the CDT queue list, configure the values in the Threshold Values for Queue Statistics block. For more information, see Configuring Threshold Values for Queues.

    E-mail

    E-Mail Warning Time

    WarningTime

    		Applies only to the Communication Desktop (CDT) application.

    Enter a value for queue e-mails. When the queueing time exceeds this value, the Warning Time icon appears next to the e-mail in CDT, and the destination field shows WarningTime Exceeded.

    For showing other warning time levels for e-mail queue in the CDT queue list, configure the values in the Threshold Values for Queue Statistics block. For more information, see Configuring Threshold Values for Queues.

    Phone, e-mail, and chat

    Serving Mode

    LoginType

    Choose the serving mode. This field is mandatory.

    • Auto-Allocation:

      When agents have the Ready status, they receive the next inbound contact automatically from the queues in which they are serving.

      Note:

      Auto-allocation is the only serving mode in chat queues.

    • Hunt Group:

      All contacts from all hunt group queues in which the agent is serving are shown to all agents serving in the same queues, and the agent can pick any of the contacts. When an agent picks a contact, it disappears from other agents’ lists.

      When the agent has the Ready status, the ringing tone is played. When an agent has the Not Ready or Wrap-Up status, contacts are shown as well, and an agent can pick one of them, but the ringing tone is not played.

    Phone, e-mail, and chat

    ID

    The system generates a unique number for the queue. You cannot change it.

    Phone

    Ringing Time

    RingbackTime

    Enter the time before the system starts to play a prompt to the caller. The default value is 10 seconds.

    Phone, e-mail, and chat

    Script

    If scripting is used in the queue, choose a script.

    Choosing a script activates script usage in the queue.

    Note: If you switch the script used in a queue, agents serving in the queue must log in again for the change to take effect.

    Phone, e-mail, and chat

    Opening Type

    Choose when the script is opened.

    If you leave this empty, agents can open the script manually but only during contact handling. If you choose the option Manually, the script can be opened at any time.

    The following opening types are supported in Communication Panel:

    • Manually and When Contact Allocated

      User needs to open the script manually in the extension area.

    • When Contact Answered

      Script is opened automatically in the extension area when conversation is accepted.

    • When Contact Handled

      Script is opened automatically in the extension area when conversation is ended.

    When using scripts with CDT chats, the option Manually isn't supported. The script opening type has to be one of the following:

    • When Contact Allocated

    • When Contact Answered

    • When Contact Handled

    Phone, e-mail, and chat

    Directory Synchronization

    Synchronised

    Select this option if you want that the information appears also in the directory.

  5. Save your entries.