Inbound Contacts - Queues

Queues are created in order to offer media to a group of agents.

To create a queue, navigate to the appropriate Call Center, then select "Inbound Contacts"> "Queues"
Select , give the queue a name, and also select the type of media (Voice, Chat, Email, Fax, SMS, Voicemail) that will be associated with the queue. You're able to select more than one if your queue will be used for multiple channels.
Once you've created your queue, you will then be prompted to configure queue settings based on the type(s) of media that you select.

Voice General Settings	Description
Allocate Voice Calls in Order of Agent Competency	If agents have competency assigned, calls will route according to that competency.
Auto Answer Voice Calls	If enabled, agents will automatically answer calls without being offered them first.
Enforce Wrapup Disposition	If enabled, the disposition must be selected before the wrap-up period ends.
Grade of Service Call Answer Threshold	Number, in seconds, that a call must be answered by in order to exceed the grade of service.
Outbound Calls Caller ID	Caller ID that will display when making outbound calls if the queue is selected.
Auto After Call Wrapup	Time, in seconds, of the wrap-up period that will commence after the call is completed
Voice Recording Percentage	Percentage of queue calls that will be recorded.
Voice Recording Direction	Inbound Only, Outbound only, or both.
Voice Recording Mode	Full Duplex (both parties), or Agent Only.
Preamble File	An audio file that will play when a call is connected
Preamble Mode	Inbound Only, Outbound Only, or both.
User Phone Max Ring Time	The amount of time the call will ring an agent before proceeding to the next available agent.
Ring/Hold Preference	Whether the caller will hear a ringing tone or hold music while waiting to be connected to an agent.

Voice – CRM	Description
Voice Screen POP Application	Default screen pop for the queue – will usually be overridden in IVR
Answered Voice CRM Update	CRM update that will be pushed for answered calls
Unattended Voice CRM Update	CRM update that will be pushed for unattended calls
Abandoned Voice CRM Update	CRM update that will be pushed for abandoned calls
Other Voice CRM Update	CRM update that will be pushed for all other calls
Voice CRM Update Mode	Automatic (recommended) or Manual
Voice Post Wrapup Call Retention	Dismiss call data automatically, or retain call data for manual dismiss. This will determine what will happen to the Call Information fields after the wrap-up period expires.

General Settings

Description

Allocate Chat Calls in Order of Agent Competency

If agents have competency assigned, chats will be assigned according to that competency

Save Chat Conversation into CRM

Chat conversations will be automatically pushed into CRM and saved as an activity

Chat – CRM	Description
Screen POP Application	Default screen pop for chat queue
Answered Chat CRM Update	CRM update that will be pushed for answered chats
Abandoned Voice CRM Update	CRM update that will be pushed for abandoned chats
CRM Update Mode	Automatic (recommended) or Manual
Post Wrapup Call Retention	Dismiss call data automatically, or retain data for manual dismiss

Chat – Chat Messaging	Description
Chat Greeting Message	Message that will display when a chat is submitted
Contact Center Closed Message	Message that will display when the contact center is closed and unable to field chat requests.
At Completion of Chat Call	Can either navigate to a webpage or display a message
Email Chat Conversation To	Can add one email address that will receive a copy of the conversation
Chat Completion Message	Message to display at the conclusion of the chat

Email General Settings	Description
Allocate Email in Order of Agent Competency	If agents have competency assigned, emails will be assigned according to that competency
Sender Identity (Email address)	Email address that will be used to field queue emails
Forward to CRM Email Address	CRM email address that will be forwarded to in order to enable email functionality within the CRM

Email – CRM	Description
Screen POP Application	Default screen pop for email queue
Answered Email CRM Update	CRM update that will be pushed for answered emails
Abandoned Email CRM Update	CRM update that will be pushed for abandoned emails
CRM Update Mode	Automatic (recommended) or Manual
Post Wrapup Call Retention	Dismiss call data automatically, or retain data for manual dismiss

Email – Inbound Email Folder	Description
Secure Access (SSL)	Yes or No
Email Server	Set the address of the mail server here (Must use IMAP protocol)
Email Server Port	Port number of the email server
Username	Authentication, if required
Password	Authentication, if required
Email Folder	Set the specific email folder Contivio will pull message headers from for queuing (usually "Inbox" or "INBOX")

Fax General Settings	Description
Allocate Fax in Order of Agent Competency	If competency is set on the agent level, faxes will be assigned according to that competency
Sender Identity (Fax address)
Forward to CRM Fax Address

Fax – CRM	Description
Screen POP Application	Default screen pop for fax queue
Answered Fax CRM Update	CRM update that will be pushed for answered faxes
Abandoned Fax CRM Update	CRM update that will be pushed for abandoned faxes
CRM Update Mode	Automatic (recommended) or Manual
Post Wrapup Call Retention	Dismiss call data automatically, or retain data for manual dismiss

Fax – Inbound Fax Folder	Description
Secure Access (SSL)	Yes or No
Email (Fax) Server	Set the address of the mail server here (Must use IMAP protocol)
Email (Fax) Server Port	Port number of the server
Username	Authentication, if required
Password	Authentication, if required
Fax Folder	Set the specific email folder Contivio will pull message header from for queuing (usually "Inbox" or "INBOX)

General Settings

Description

Allocate SMS in Order of Agent Competency

If agents have competency assigned, SMS will be assigned according to that competency

Forward to CRM SMS Address

SMS – CRM Post SMS Update	Description
Screen POP Application	Default screen pop for SMS queue
Answered SMS CRM Update	CRM update that will be pushed for answered SMS
Abandoned SMS CRM Update	CRM update that will be pushed for abandoned SMS
CRM Update Mode	Automatic (recommended) or Manual
Post Wrapup Call Retention	Dismiss call data automatically, or retain data for manual dismiss

SMS – Inbound SMS Folder	Description
Secure Access (SSL)	Yes or No
Email (SMS) Server	Set the address of the mail server here
Email (SMS) Server Port	Port number of the server
Username	Authentication, if required
Password	Authentication, if required