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Queue

A type of Directory Number (DN) that is created to hold calls or messages that are waiting to be picked up. A queue is the holding point for calls or interactions that are waiting to be answered by an agent. The calls or interactions are usually assigned to available agents in a first-arrived, first-answered basis, but they may also be assigned according to a company’s routing strategies.
In Multimedia, a logical entity in the Interaction Server database that is represented as an object in business processes, and that is called an interaction queue. Typically, there is an Inbound queue, an Outbound queue, and various intermediary queues.



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How Do I Assign Queues to Teams?

You can assign a queue or multiple queues to a team using the Queues tab under Teams.

To assign a queue to a team, click and drag the queue from the All Queues section and drop it under the Team Queues section.

VCC269 Dashboard AssignQueues.png

How do I remove queues from a team?

You can remove any queue assigned to a team. Hover over the queue that you want to remove and click x to unassign the queue from the team.

VCC269 Dashboard UnassignQueues.png

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This page was last modified on October 18, 2016, at 11:03.