Configuring general settings for multimedia queues

When configuring general information for multimedia queues, administrators configure the basic settings for the queue that are required to be configured before the queue can be saved.

Note:

For email queues not automatically requeuing interactions on agent logout, emails are put on hold until the agent logs back in and removes hold. Once the hold requeue time expires, interactions are requeued whether the agent is logged in or not.

To configure general settings for a multimedia queue
  1. Select a queue and click the General tab.
  2. Type a Name for the queue.
  3. Type a Reporting number for the queue.
    Note:

    For Unified queue groups, when the reporting number is the same for all queues in the group, the queue ID must be entered in this field instead of the queue reporting number.

  4. The Members field is auto-populated after an agent group has been added as a destination to the Inqueue workflow. Clicking the link opens the applicable agent group page, enabling you to make changes or view the configuration.
  5. For Email queues, after Email address, click the Browse button.
  6. Type the queue's email address and click Add.

    The Email queue’s email address identifies the queue to which the system will route the email. The email address can correspond to an email address included in a mail server distribution list or it can be internal to the Multimedia Contact Center. For information on configuring mail servers, see "Integrating Multimedia Contact Center with mail servers".

    Note:
    • We do not recommend assigning the same email address to multiple queues.
    • Using the <<DestinationQueues>> variable for routing with the Transfer activity requires email queues to have an associated email address. For more information on the <<DestinationQueues>> variable, see "Routing contacts with the Transfer activity".
    • If you use the <<DestinationQueues>> variable for routing with the Transfer activity and have multiple queues associated to the same email address, the system routes emails to the first configured queue only. We do not recommend assigning the same email address to multiple queues.
    • For agents to select queue email addresses as the ‘From’ address in email responses and outbound emails, the addresses must be associated to a mail server which is associated to the media server for the queue. Administrators must configure primary and secondary queue email addresses as either the mail server’s ‘From Email Address’ or ‘Alias’. See "Configuring SMTP connections to Multimedia Contact Center".
    • An Email queue can be saved without an email address added, in which case the queue uses the SMTP email address assigned to the mail server as the "from" email address. To ensure proper response functionality, however, an email address must be set for the Email queue.
    • If the queue email address uses an alias, ensure that the alias has been added to the mail server. An alias can be used with only one queue. For more information about adding aliases to the mail server, see "Configuring SMTP connections to Multimedia Contact Center".
  7. If you want to associate additional email addresses to the email queue, for each additional email address, type the address and click Add.

    Alternatively, to import all of the email addresses and aliases associated to the mail servers associated to your enterprise, click Pull From Mail Server(s).

    The first email address in the list is always considered the primary email address for the queue that is used as the From address when an agent responds to an email address in this queue. Each subsequent email address is considered an alternative email address.

    You can adjust the order of the email addresses by selecting an address and clicking the Up and Down buttons.

  8. Click Ok.
  9. For Chat queues, type a Username.

    The Chat queue’s auto response username is used with workflow activities that provide automated responses to interactions in queue.

  10. For SMS queues, type a Phone number.

    SMS numbers must not use dashes or parentheses and must include both a country and area code. SMS queues can only have one SMS phone number associated to them. An SMS;number can be used for multiple queues, with some restrictions. For more information, see "Integrating Multimedia Contact Center with an SMS Gateway Provider".

  11. If you do not want the queue to be viewed in Contact Center Client and Ignite, select Disable real-time monitoring and data collection on this device.
  12. Click Save.
To edit an email queue’s email addresses
  1. Select an email queue and click the General tab.
  2. After Email address, click Browse.
  3. To add an email address to the queue, enter the email address and click Add.
  4. To change the order of email addresses, select an email address and click the Up or Down buttons.

    The first email address is the queue’s primary email address.

  5. To remove an email address, select the email address and click Remove.
  6. Click OK.
  7. Click Save.
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