Managing Queue Groups

Use

You use this procedure to group queues, to remove queues from groups, and to add new queues to groups.

A queue group is a set of queues that enable that certain settings can be set to the entire group simultaneously. You can, for example, define schedules, and prompts for the entire queue group.

Connecting a queue group to a presence profile, you can join an agent to all queues of a queue group when they select the profile. For more information, see Creating Profiles.

Prerequisites

  • You must have rights to manage queue groups.

  • You must have rights to manage members.

  • You must have rights to view queues.

Procedure

Creating Queue Groups

  1. On the System Configurator main screen, choose Queue Management > Queue Groups.

  2. Choose Add New.

    A screen area with relevant assignment blocks appears.

  3. In the Basics block, enter the name for the group.

    The Name field is mandatory.

    The Description field allows you to enter additional information about the queue group.

  4. In the Queues block, choose Add.

    A dialog box opens and you can search for the queues you want to add to the group.

  5. For information about the rights assignment block, see Access Rights.

  6. Save your entries.

Modifying or Deleting Queue Groups

  1. On the System Configurator main screen, choose Queue Management > Queue Groups.

  2. Search for the queue group.

    The search result list appears.

  3. Choose the queue group by double-clicking it.

  4. Modify the settings and save your changes, or choose Delete.