Adding resilient and/or Network ACD hot desking agents 141
Adding queues
You must add queues to the YourSite database so you can run reports on queue activities and view queue
performance in real time. When you add a queue to the YourSite database, the configuration options available
depend upon the media server you select. Media servers fall under five general categories: voice (a telephone
system with or without MiTAI enabled), Intelligent Queue, email, SMS, chat, and fax.
When you designate a queue as historical reporting only reports can be created for the queue but it cannot be
monitored in real time. The following issues should be considered when designating devices for historical
reporting only.
Deleting queues
If a queue is deleted, it is no longer a selectable device in the Contact Center Management website. If you
want to be able to run historical reports, deleting queues is not recommended. Instead of deleting queues,
designate them as historical reporting only but remember that if a historical summarization is performed this
queue’s data will be removed from the database.
NOTE: Summarizing historical data removes it from the database. If, after summarizing, you need to access
this historical data, you can re-designate the queue as licensed for real time and reporting and re-summarize
the data.
To reduce the amount of unnecessary real-time monitoring in Contact Center Management and Call
Accounting, advanced real-time monitoring that provides a variety of features and functionality is disabled by
default for extensions and can optionally be disabled for agents and queues. A new option in YourSite
Explorer called Advanced real time and reporting (previously called Real time and reporting) can be set on
extensions, agents, and queues to enable devices to be used with the following applications and features:
• Busy Lamp Field (BLF)
• Interactive Visual Queue queue statistics
• DNIS name, agent ID, extension, Collected Caller Entered Digits, and Customer Collected Information
• Interactive Contact Center work timer functionality
• Call recording start and stop controls
• Lifecycle reports
• CTI Developer Toolkit functionality
• Professional Services custom screen pop displays
The Real time and reporting option now provides real-time information only, such as ACD states and statistics
and presence. Enterprises with a large number of agents and queues may optionally turn off Advanced real
time and reporting to alleviate bandwidth congestion and to increase system performance. Turning off
Advanced real time and reporting will have the following impact:
• BLF will not display
• Interactive Visual Queue will not display queue statistics
• DNIS name, agent ID, e xtension, Collected Caller Entered Digits, and Customer Collected Information
will not populate in Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center
Softphone, and screen pop displays
• Interactive Contact Center will not be able to cancel work timer
• Call recording integration will not be able to start and stop recordings
• Lifecycle reports will not display IVR entry, IVR exit, in queue, call end, call recording, and call note
statistics
• Any of the following functionality that is exposed using the CTI Developer Toolkit library will be similarly
affected, for example, the ability to receive call event notifications or cancel work timer
• Any professional services custom applications will not populate screen pop displays properly