Manage the Call Queue

When SpeechMiner retrieves calls from the shared file system, it adds them to a queue of calls that are waiting to be processed. The calls in the queue are processed in accordance with the priority levels of their Programs or, if the Program priorities are equal, in accordance with the selected process order (older calls first or newer calls first).

Program priority levels are initially set in SMART, but they can be changed from within the SpeechMiner interface, either on a permanent or a temporary basis. Changing the priority level permanently changes it for calls that are currently in the queue and for calls that are added to the queue later. Changing it temporarily only affects those calls that are already in the queue. When new calls are added to the queue, they are assigned the normal priority level of the Program to which they belong. In this way, calls that are already in the queue can be moved up or down in priority without influencing how SpeechMiner will treat the next group of calls it adds to the queue.

Only batches of calls belonging to a particular Program can be moved in the queue; individual calls cannot be moved.

The call queue settings are set in the Manage Call Queue screen.

To open the Manage Call Queue

1. In the Main Menu, under Tools, select System Admin > Manage Call Queue.

To permanently change the priority of a program

1. In the Program column, click Edit.
2. In the dialog box, select the required priority level, and then click OK.

To temporarily change the priority of a program

1. In the Calls in Queue column, click Set Priority.
2. In the dialog box, select the required priority level, and then click OK.

See also

Preset Views
Monitor System
Purge System
Manage Cache
Interactions Administration
System Configuration
Manage Alerts
System Alerts