Voice queues receive inbound calls and then route them to either agents or extensions, depending on the kind of queue. Voice queues can be ACD paths, referred to as voice queues in YourSite Explorer, that route calls to agent groups, or Ring Groups, which route calls to a pool of extensions.
Non-voice multimedia queues receive inbound interactions, such as voice, email, chat, SMS, and open media, and route them to the agents in the associated agent groups to handle the interaction. The associated agent groups handle the interactions from that queue and generate statistics for reports on the queue. Reports can be generated on queue activities and queue performance can be viewed in real time.
When you add a queue to the YourSite database, the configuration options available depend on the media server or type of queue. Media servers fall under four general categories: voice (a telephone system with or without MiTAI enabled), SIP (a voice gateway), voice, email, chat, SMS, and open media.
For instructions on adding multimedia queues, see the Multimedia Contact Center Installation and Deployment Guide .