Configuring Interactive Visual Queue

In YourSite Explorer, for each queue you want to monitor, you must configure the priority level and the method for handling interflowed calls. The values you configure must match the values specified on the Path Assignment form of your telephone system.

The YourSite Explorer settings for Interactive Visual Queue monitors do not affect workflow activity on the actual queues. These settings only affect the way Interactive Visual Queue displays the queue monitors in Contact Center Client. If you want to modify workflow on the actual queues, you must change the telephone system settings.

• Add all other devices for which you intend to run reports or use in your contact center, for example, employee groups, Account Codes, Make Busy Reason Codes, etc. See "Configuring the YourSite database".
• In YourSite Explorer, under Enterprise, create schedules that specify the business hours of your operation that will be used for media servers, queues, and alarms.
• In YourSite Explorer, under Enterprise, specify alarm settings. See "Monitoring and alarming subsystem".
• In YourSite Explorer, under Enterprise, restrict user access to specific devices and MiContact Center Business application areas. See "Configuring security settings".

Calls interflowed automatically retain the original call priority, or adopt the priority of the new queue based on telephone system settings. The interflow options you specify for a queue in YourSite Explorer must be identical to those of the telephone system. For more information on configuring interflowed calls, see "Adding queues".

If the telephone system settings and Interactive Visual Queue settings do not match, Interactive Visual Queue will not display the correct call activity. For example, if Queue 1 is set to a priority of 10 on the telephone system and a priority of 20 in YourSite Configuration, Interactive Visual Queue will display calls in Queue 1 as priority 20. However, the actual queue will handle the calls as priority 10.

In order to use Interactive Visual Queue, you must enable all HCI options on Class of Service Assignment form 1 (COS 1)

If you want Interactive Visual Queue to automatically insert 1 when calling back long distance phone numbers, you must program your telephone system ARS accordingly. For more information, see the Mitel 3300 ICP System Administration Tool Help.