Creating queue groups

Administrators can group queues for common purposes. There are threetwo kinds of queue groups available: Reporting, Mitel Virtual, and Unified Queue Groups.

Unified Queue Groups are used to enable the media queues for a service organization to be grouped together. They are called ‘Unified’ Queue Groups because they unify a group of media queues, for example, email, chat, SMS, and open media, that handle interactions for a service group (i.e., Sales or Customer Support) within a business.

The Unified Queue Group wizard uses current voice queues to represent the service groups that will be expanded to handle multimedia. The System Administrator is asked to select voice queues and the media types that are to be enabled in the organization. The wizard then uses the voice queue name and reporting ID to create media queues, with the same name and reporting ID, and groups them into a Unified Queue Group. Each media queue is assigned a default Inqueue workflow.

Note:

Unified Queue Groups are restricted to one media queue for each type of media.
Individual queue priorities are used to specify the priority for media and queue routing. The default priority assigned is 64.
Default Inqueue workflows have four levels of offer to agent group activities (to support multiple overflow conditions). The wizard populates the default Inqueue workflows with the same agent group order used by the voice queue member of the Unified Queue Group.
Unified Queue Groups are optional. If you choose not to use them, then you must create individual email, chat, SMS, and open media queues and enable agent groups for multimedia.

For more information and configuration details, see "Adding queue groups".