Mitel Version 5.7 SP1 Configuring Interactive Contact Center Queue control, Managing a queue control plan (3300 ICP)

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Configuring Interactive Contact Center Queue control
NOTE:
• You must install Interactive Contact Center before you can use Interactive Contact Center Queue
control. It is available to queues associated with 3300 ICP and 5000/Axxess media servers only.
• Before you can use Interactive Contact Center Queue control, you must save the queue.
Using queue control plans, you can place queues in and remove queues from Do Not Disturb automatically
based on predefined criteria. Each queue control plan monitors one queue, and based on the activity of the
queue, either places a queue in, or removes a queue from Do Not Disturb.
NOTE: 5000/Axxess queues cannot be placed in Do Not Disturb and can only redirect calls to an alternate
answering point.
Queue control plans open and close queues based on plan parameters only during business hours. Each
queue is controlled by only one queue control plan at a time. You can apply the same queue control plan to
several queues.
Interactive Contact Center Queue control is configured in the Contact Center Management website.
To configure Interactive Contact Center Queue control
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 Interactive Contact Center Queue control, click
Edit.
4. On the the Interactive Contact Center queue control tab of the queue, select the This queue uses
Interactive Contact Center queue control check box.
5. After Interactive Contact Center queue control schedule, select the business hours schedule for
the queue.
6. If you must create or modify a schedule for the queue, click Manage schedule and configure a
schedule.
See “Applying schedules” on page172.
7. After Interactive Contact Center queue control plan, select the queue control plan for the queue.
8. If you must create or modify a control plan for the queue, click Manage queue control plan and
configure a plan.
See “Managing a queue control plan (3300 ICP)” on page145.
9. Click Save.
Managing a queue control plan (3300 ICP)
To manage a queue control plan
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 manage a queue control plan, click Edit.
4. On the Interactive Contact Center queue control tab of the queue, click Manage queue control
plan.
See Figure 6-9.