Queues

A queue is a list of calls with one or more properties in common. Some examples of queues include:

•A list of all calls Ivanti Voice routes to a specific agent.

•A list of all calls for a specific service.

•A list of all calls that are part of a particular integration.

You can base queues on logical categories that mirror your routing rules and skill sets. For example, if you base your routing rules on languages and technical skills, you might have the following queues:

•English

•Spanish

•Hardware

•Software

Queues can have one or more subqueues, which are queues within a queue. Subqueues let users further classify calls within a queue, for example, by department, product, geographical area, etc.

The Call Center server has queue position protection, which prevents a call from losing its place in a queue. For example, if a call waits in a queue for 45 seconds and the server tries to deliver the call to an agent but fails for some reason (in this example, the agent does not pick up the phone within 30 seconds), the server returns the call to the queue without resetting the call’s Time In Queue call property to 0. Instead, the server increments the Time In Queue property from 45 seconds.

Queue position protection primarily affects routing rules and estimated wait time calculations.

The Agent Dashboard Queue tab displays queues and the data for calls within each queue. The type of call data the Agent Dashboard displays depends on the queue configuration. For example, one queue might display the ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) of calls while another queue displays the ServiceType and TimeInQueue properties of calls.

Manage Queues

The Filters tab on the Queue Monitor Settings page (Management Portal > System Configuration > Contact Center Server > Queue Monitor Settings) lists the names of existing queues (subqueues appear as indented links beneath parent queues), and lets you create and manage queues:

•Create and Delete Queues

•Queue Configuration - Specify which calls and call data are displayed in a queue, configure the text and background colors the Agent Dashboard displays on the Queue tab for specific conditions, and configure the sounds the Agent Dashboard plays for specific conditions.

Predefined Queues

Depending on the option you chose during installation, Ivanti Voice comes with as many as five default queues:

•My Personal Queue - Displays data about all calls assigned to the agent logged into the Agent Dashboard.

•All Queued Interactions - Displays data about all calls waiting in all queues.

•HEAT Demo Queue - Displays data about calls that are part of the HEAT configuration demo voice application included with Ivanti Voice.

•ITSM Demo Queue - Displays data about calls that are part of the Information Technology Service Management (ITSM) configuration demo voice application included with Ivanti Voice.

•GoldMine Demo Queue - Displays data about calls that are part of the GoldMine configuration demo voice application included with Ivanti Voice.

Ivanti Voice does not have default subqueues.

You can modify or delete predefined queues, according to your business needs.

For more information about queues, see:

•Create and Delete Queues

•Queue Configuration

•Alarms