Mitel Version 5.7 SP1 Interactive Visual Queue

Using Interactive Visual Queue 343

Interactive Visual Queue

Interactive Visual Queue is a Contact Center Client real-time monitor that works in conjunction with Contact

Center Management and Interactive Contact Center. Interactive Visual Queue comprises a Queued calls grid

and an Abandoned calls grid. In the Queued calls grid, supervisors and agents can view calls within queues

and then use a drag-and-drop operation to move calls from busy queues to less active queues. In the

Abandoned calls grid, supervisors can view abandoned call information, including the caller name, phone

number, and time of the abandoned call. Agents can use the Abandoned calls grid to call back abandoned

callers.

Interactive Visual Queue works in conjunction with Contact Center Management. Before you use Interactive

Visual Queue you must configure options in Contact Center Management so they mirror those of the 3300

ICP, 5000, or Axxess telephone system.

NOTE: In order to use Interactive Visual Queue, you must enable all HCI options on Class of Service

Assignment form 1 (COS 1). See “Appendix A 3300 ICP port configuration” in the Intelligent Queue

Installation Guide.

In YourSite Configuration, for each queue you want to monitor, you must configure the priority level and the

method for handling interflowed calls. The values you configure must match the values specified on the Path

Assignment form of your telephone system.

NOTE: The YourSite Configuration settings for Interactive Visual Queue monitors do not affect call flow

activity on the actual queues. These settings only affect the way Interactive Visual Queue displays the queue

monitors in Contact Center Client. If you want to modify call flow on the actual queues, you must change the

telephone system settings.

If the telephone system settings and Interactive Visual Queue settings do not match, Interactive Visual Queue

will not display the correct call activity. For example, if Queue 1 is set to a priority of 10 on the telephone

system and a priority of 20 in YourSite Configuration, Interactive Visual Queue will display calls in Queue 1 as

priority 20. However, the actual queue will handle the calls as priority 10.

For more information on changing Interactive Visual Queue options in YourSite Configuration, see “Adding

queues” on page141.

Starting Contact Center Client

Interactive Visual Queue resides in Contact Center Client.

If you are working from the office, to start Contact Center Client

1. Click Start=>Programs=>Mitel=>Contact Center Client.

2. Type your user name and password and verify the Enterprise Server IP address.

3. If you use Secure Socket Layer, select SSL.

CAUTION: Do not select “Remember my credentials” if you intend to work both at the office and from

home.

4. Click Log on.