Adding resilient and/or Network ACD hot desking agents 147
12. After Va riab le typ e, if you select Longest Waiting, select a symbol or combination of symbols (>=, <,
=, >, <=) and type the duration (hh:mm:ss) after which you want the queue plan to take action.
For example, if you select > 00:05:00, then the queue control plan will take action only after the
longest call waiting in queue has been waiting for more than five minutes.
13. After Variable type, if you select Call Load, select a symbol or combination of symbols (>=, <, =, >,
<=) and type the duration (hh:mm:ss) after which you want the queue plan to take action.
For example, if you select >= 10, then the queue control plan will take action only when the call load
is at 10 calls, or more, per agent.
14. Click Save.
Managing a queue control plan (5000/Axxess)
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.
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 redirect calls to.
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 Redirect the device 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 is redirected.
9. After Remove the device from redirection 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 redirected.
10. After Enabled, select the check boxes of the variables to be included in the plan.
11. After Variab le ty pe, 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.
12. After Va riab le typ e, if you select Longest Waiting, select a symbol or combination of symbols (>=, <,
=, >, <=) and type the duration (hh:mm:ss) after which you want the queue plan to take action.
For example, if you select > 00:05:00, then the queue control plan will take action only after the
longest call waiting in queue has been waiting for more than five minutes.
13. After Variable type, if you select Call Load, select a symbol or combination of symbols (>=, <, =, >,
<=) and type the duration (hh:mm:ss) after which you want the queue plan to take action.
For example, if you select >= 10, then the queue control plan will take action only when the call load
is at 10 calls, or more, per agent.
14. Click Save.