Adding resilient and/or Network ACD hot desking agents 143
13. To automatically cancel contact center work timer, select the Cancel work timer once code is
entered check box.
14. If you want to add contact center work timer time to handling time, select the Include work timer as
part of handling time check box.
15. On the ribbon, click Save.
Associating agent groups with queues (in YourSite Explorer)
To associate an agent group with a queue
1. In YourSite Explorer, in the left pane, click YourSite .
2. Under Devices, click Queues.
3. Select a queue from the list.
4. On the Membership tab, under Available members, select an agent group and click > to move the
agent group to the Selected members list.
5. On the ribbon, click Save.
Specifying 3300 ICP options for queues (in YourSite Explorer)
On the 3300 ICP options tab, you can specify queue priority and the method a queue uses for handling
interflowed calls in Interactive Visual Queue.
To specify 3300 ICP options for a queue
1. In YourSite Explorer, in the left pane, click YourSite .
2. Under Devices, click Queues.
3. Select a queue from the list.
4. On the 3300 ICP options tab, under General, specify the priority level of the queue and the queue
unavailable answer point directory number.
The highest priority level is 1. The lowest priority level is 64.
5. Under Interflow options, specify interflow options for the queue.
You select Interflow to this queue uses this queue’s priority if you want interflowed calls to use the
queue’s priority. Otherwise, interflowed calls will retain the priority levels of their originating queues.
6. On the ribbon, click Save.
Configuring general information for queues (in the Contact Center
Management website)
To configure general information for a queue
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Queue=>Queue.
3. Click Add.
4. On the Queue tab, specify queue identification information and select the media server for the queue.
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).
5. If the queue is a voice queue, after Dialable number, type the path directory number listed on the
telephone system assignment forms.
6. After Queue service objective, type your queue service level goal.
7. If the queue is a voice or chat queue, after Short Abandon, 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).
8. After Short Handle, 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.
9. On the Queue spectrum tab, configure queue spectrum settings.
10. Click Save.