144 Chapter 6 Configuration
Associating agent groups with queues (in the Contact Center Management
website)
To associate an agent group with a queue
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Queue=>Queue.
3. Across from the queue to which you want to associate agent groups, click Members.
The Edit queue members window appears.
4. Under Available agent groups, select the check boxes of the members you want to add to the queue
and click Add >>.
5. Click Save.
Configuring business hours for queues (in the Contact Center Management
website)
If you want to apply business hours to queues, you do so in the Contact Center Management website.
To configure business hours for a queue
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Queue=>Queue.
3. Across from the queue for which you want to configure business hours, click Edit.
4. On the Business hours tab of the queue, select a business-hour schedule.
5. If you must create or modify a schedule for the queue, click Manage schedule and configure a
schedule.
See “Applying schedules” on page172.
For voice queues, the schedule specifies when real-time data should not be filed to the SQL
database.
For chat and email queues, the business-hours schedule specifies the time of day customers receive
the business-hours auto-acknowledgment message.
6. If you want to apply this schedule to all of the queues with the same media server, select the Apply
this business-hour schedule to all queues associated with this media server check box.
7. If the queue is a voice queue and you want to exclude statistics generated for calls received or dialed
outside of business hours, select the Generate real-time statistics and reports only within the
business hours selected check box.
Enabling this option prevents data from being filed to the SQL database outside of business hours.
8. If you are configuring a voice queue using Interactive Visual Queue, click the Interactive Visual
Queue tab and specify the queue priority settings.
9. If the queue is a voice queue using a media server with MiTAI, click the Interactive Contact Center
queue control tab and specify the queue control plan.
See “Configuring Interactive Contact Center Queue control” on page145.
10. If the queue is a voice queue, click Save. Otherwise continue with step 11.
11. If the queue is an email queue, specify Multimedia Contact Center Email options.
See “Configuring Multimedia Contact Center Email routing options” on page148.
12. If the queue is a chat queue, specify Multimedia Contact Center Chat routing options.
See “Configuring Multimedia Contact Center Email media server options in the Contact Center
Management website” on page97.
13. If the queue is a fax queue, specify Multimedia Contact Center Fax options.
See “Configuring Multimedia Contact Center Email media server options in the Contact Center
Management website” on page97.
14. Click Save.