Manage queues

View the Queues list

Add a queue

Clone a queue

Edit a queue

Delete a queue

Caution

The information entered in the Queue: [Name] dialog dictates call flow, sets priorities, and triggers events effecting calls arriving at your contact center. It determines the quality of service your business strives to provide its customers. Therefore, this information must be agreed to or provided by your contact center's affected business units.

View the Queues list

  1. On the navigation pane, click Routing.
  2. Click the Queues tab. The Queues list appears. For navigation information, see List view and How to search. For column descriptions, see Add a queue.

Add a queue

  1. On the Queues page, click Add. The New Queue dialog appears.
  2. Enter the following information:
  • Queue name (required) — the name of the queue. Queue names can be a maximum of 32 characters.
  • Description — a description of the queue.
  • Primary in groups — select the primary group or groups for this queue.
  • Secondary in groups — select the secondary group or groups for this queue.
  • Skills — select the skill requirements to assign to calls that arrive at this queue without a skill assigned in the IVR script.
  • Wrap-up codes — if required, select the codes.
  • No wrap-up — whether the queue does not require wrap-up codes.
  • Timeout in queue — the maximum amount of time a caller should wait in a queue before the call times out. When a caller's wait in queue exceeds this time, the In Queue Timeout script specified with Designer runs. When a queue is created, its default in queue timeout is 5 minutes (300 seconds).

Note

Create a separate queue for email (MCS) messages.

For a contact center that receives many email messages, the in queue timeout should be as large as possible. When the in queue timeout expires, the MCS takes all calls from the Call Matcher, runs the in queue timeout script and then resubmits them back to the Call Matcher. This would consume excessive bandwidth if there are a large number of email messages.

For example, if the contact center receives 10,000 message calls a day and it takes 2 days for all the available agents to answer all 10,000 message calls, a reasonable in queue timeout for the message queue would be 2 days (172800 seconds).

  • Timeout pickup — the pickup timeout for the queue. When a call rings to an agent and the ringing time exceeds this time and the agent has not answered the call, the Pick-up Timeout script specified with Designer runs and routes the call to the next available agent.

Caution

By default, timeout occurs at 75% of the value that you specify. For more information, see PickUpTimeoutMultiplyer registration key in the CCSP Registry Key Reference.

Note

If you set the pickup timeout to 0, all calls routed to an agent on that queue (incoming or transfer to system calls) ring indefinitely on the first chosen agent from that queue.

  • Timeout wrap-up — the amount of time allowed for wrap-up activity before the default wrap-up code is selected.
  • Service level (%) — obsolete.
  • TQOS (sec) — the TQoS for the queue.
  • Agent selection rule — select the appropriate level.
  1. Click OK.

Clone a queue

  • On the Queues page, select the item/s to clone.
  • Click and then click Clone Queues. The Clone Queues dialog appears.
  • Optionally added a prefix and/or suffix for the cloned queues.
  • Click OK.

Edit a queue

  1. On the Queues page, click the item to edit. The Queue: [Name] dialog appears.
  2. Edit the information. For details, see Add a queue.
  3. Click OK.

Delete a queue

  1. On the Queues page, select the item/s to delete.
  2. Click Delete and then confirm the deletion.