142 Chapter 6 Configuration
When you add a queue to the YourSite database, you associate the queue with the agent groups that handle
calls for the queue. You do this so you know which agent groups handle which queues. You must associate at
least one agent group with a queue in order to produce reports on the queue. When configuring queues, you
can optionally configure work timer options, such as extending the telephone system work timer beyond the
ten minute maximum, or forcing agents to enter call classification codes before they handle other requests. If
you select the Force entry of a classification code check box, agents will receive a pop-up in their Contact
Center Client forcing them to enter a call classification code before they can answer more calls.
NOTE: When a queue is added in Contact Center Management and synchronized with the telephone system,
real-time events are turned on by default.
If you have an SX-200 or SX-2000 telephone system, you must add queues in the Contact Center
Management website using YourSite=>Configuration. If you have a 3300 ICP, we recommend you add
queues in YourSite Explorer. If you have a 5000 or Axxess telephone system, you must add queues in
YourSite Explorer.
Configuring general information for queues (in Your Site Explorer)
To configure general information for a queue
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Queues.
3. Click Add.
4. Specify queue identification information.
The queue reporting number for a phone queue must be the same as the path reporting number on
the telephone system assignment forms (for example, if the reporting number is 20, then you type
P0020 for the SX-200 Real-time, or P020 for the SX-2000).
NOTE: To ensure accurate reporting, queue reporting numbers must be unique across both active
and inactive queues.
5. Click ... and select the media server for the queue.
6. Under Queue service objective, specify the Service Level goal and the Service Level time.
7. If the queue is a voice or chat queue, after Short Handle less than, type the duration for the call talk
parameter.
If the talk time is less than the call talk parameter, then the call is a short talk call (for example, type 3
to define a short talk call as a call the agent makes that lasts less than 3 seconds). Short talk calls are
included in call statistics.
8. After Short Abandon less than, type the duration for the call abandon parameter.
If the abandon time is less than the call abandon parameter, then the call is a short abandon call and
is not included in the call statistics (for example, type 5 to define a short abandon call as a call that
lasts less than 5 seconds).
9. Under Reporting and real-time options, select
• Historical reporting only if you want to run reports on a queue without real time monitoring.
• Real time and reporting if you want to run reports on a queue and monitor it with basic real
time functionality, such as ACD states and statistics and presence.
• Advanced real time and reporting if you want to run reports on a queue and monitor it with
advanced real time functionality, including BLF and Collected Digits.
10. If the queue is a voice queue, after Dialable number, type the path directory number listed on the
telephone system assignment forms.
11. If you want to extend the telephone system work timer beyond the ten minute maximum, under Work
timer options, select the Use work timer check box and specify the duration.
NOTE: In order to extend work timer beyond the ten minute maximum, the telephone system must
have a ten second work timer set on the queue.
12. To force agents to enter call classification Account Codes, select the Force entry of a classification
code check box.
This feature is hidden unless you are licensed for Contact Center PhoneSet Manager.