Configuring queue groups

IVR Routing can use virtual queue groups to provide resiliency to destinations within workflows. For activities with queue destinations such as Transfer, virtual queue groups can be used as well. When a virtual queue group is used with an activity, any time IVR Routing attempts to route to the virtual queue group, it will route to the queue located on the same media server as the IVR Routing port running the workflow. In the event that queue is unavailable, the call will be sent to the least busy queue in the virtual queue group on the other telephone system.

For IVR Routing devices or activities that use queue conditions, both reporting queue groups and virtual queue groups can be used. For queue conditions, a virtual queue group will be treated as a single queue.Reporting queue groups can be used with IVR Routing devices or activities that use queue conditions. Reporting queue groups use a sum of their stats when used for queue conditions. For more information on how queue groups handle real-time queue statistics, see "Real-time queue conditions and queue groups".

For more information on configuring queue groups, see "Adding queue groups".