To create a new queue
Access the Queue/IVR page as explained in Mailboxes
Click New Queue. The Add Queue dialog box appears. Enter the following information.
ID: The prompt code assigned to the queue. This is a non-editable box
Name: The name of your new queue
This name appears in the Agent software to identify the type of queue the Agent is working with. This name also appears in the Monitoring module for supervisors, and in any reports that identify queues.
If the name of the queue already exists, you can type a name to narrow down the list of queues that appears
Status: The status of the queue. Choose Active if the queue is active and can be used, Not Active if the queue is not active and not accessible, or Deleted if the queue has been deleted from the system
Queue Type: Choose the type of queue you want to create: Chat, Email, or Voice (outbound)
Chat queues allow Callers to communicate via instant messaging. If you pick Chat, you do not have to enter any more information
Email queues allow Callers to communicate via email. If you pick Email, enter the information that should appear in the From and BCC headers.
The From header is the name that should appear when replying to an email via the email queue.
The BCC header is the name of the recipients blind-copied in the email.
Voice (outbound) queues allow Callers to be rerouted to an alternate answer point. If you pick Voice (outbound), enter the number of seconds a Caller should stay in the queue before they are routed to the timeout destination
Click OK when done