Mitel Version 5.7 SP1 Figure 6-9 Interactive Contact Center Queue control plan

146 Chapter 6 Configuration
Figure 6-9 Interactive Contact Center Queue control plan
5. After Name, type the name of the plan.
6. After Monitor, select the current queue or an alternate queue.
An alternate queue is available only when you have more than one queue programmed in YourSite
Explorer. The queues are displayed in the following format: site - media server - queue reporting
number - queue name.
7. Select the queue or device that you want to place in, or remove from Do Not Disturb.
You can control the current queue, an alternate queue (on the same media server), or a directory
number. The current queue is always the queue to which the plan is applied. If you do not monitor the
current queue, then the current queue must be affected. The directory number is the dialable number
of a queue or extension. The directory number can be between 1 and 7 digits, inclusive. If you
monitor the current queue you can affect an alternate queue. For example, you can affect another
voice queue in your contact center.
8. After Place the device in DND when the following conditions are true for, type the duration, in
seconds, that you want a condition to be true before the queue or device enters Do Not Disturb.
9. After Remove the device from DND when the following conditions are false for, type the
duration, in seconds, that you want a condition to be false before the queue or device is removed
from Do Not Disturb.
10. After Enabled, select the check boxes of the variables to be included in the plan.
11. After Variab le typ e, if you select Calls Waiting, select a symbol or combination of symbols (>=, <, =,
>, <=) and type the relevant number of calls after which you want the queue plan to take action.
For example, if you select = 5, then the queue control plan will take action only when there are 5 calls
waiting in queue.