Creating a New Queue

To create a new queue

1. Access the Queue/IVR page as explained in https://mycontactcenter.atlassian.net/wiki/spaces/PAR/pages/2874998785

2. Click New Queue. The Add Queue dialog box appears. Enter the following information.
   
   

   Open

   

    

   1. ID: The prompt code assigned to the queue. This is a non-editable box

   2. 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
      
      

      Open

      

   3. 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

   4. Queue Type: Choose the type of queue you want to create: Chat, Email, or Voice (outbound)

      1. Chat queues allow Callers to communicate via instant messaging. If you pick Chat, you do not have to enter any more information

      2. 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 email address that will be used as the From Address when replying to an email via the email queue. If this From header is not populated with an email address, the system will use the default email address, i.e., the email address provided or created when the mailbox was set up.
         The BCC header is the name of the recipient blind-copied when an Agent replies to an email.
         The Auto-reply header is the email address that will be used when an Auto Reply is sent. Auto replies are configured in Routing Rules. If this field is not populated with an email address, the From email address will be used. If the From email address is also blank, the default email address noreply@mycontactcenter.net will be used.
         The Use Default link will automatically populate the email address provided or created when the mailbox was set up.
         
         

          

      3. 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
         
         

          

3. Click OK when done