Adding voiceSIP queues (ACD path)

The primary voiceSIP queue for MiContact Center Business is the ACD path, which distributes calls to groups of agents. When an administrator adds an ACD path voiceSIP queue, they:
  • Configure general information for voiceSIP queues
  • Configure voiceSIP queue membership and routing
  • Configure SIP queue music on hold
  • Configure SIP queue announcements
  • Configure Inqueue routing
  • Configure queue spectrum settings for voiceSIP queues
  • Configure performance settings for voiceSIP queues
  • Configure agent workflow settings (if agent greeting is enabled for the site)
  • Optionally, set voice queue options

For information on automatic queue control, including opening, closing, and putting queues in DND, see "Automatically opening and closing queues".

For instructions on how to configure IVR Routing options for queues, consult "Configuring queues". Option availability depends on whether you are licensed for Messaging and Routing or IVR.
To add a voiceSIP queue
  1. Click YourSite > Queues.
  2. Click Add and select voiceSIP Queue.
  3. Continue to "Configuring general information for SIP queues""Configuring general information for voice queues".
    Note:

    New voiceSIP queues cannot be saved until the general settings for the queue have been configured.

Configuring general information for voiceSIP queues

When configuring general information for voiceSIP queues, administrators configure the basic settings for the queue that are required to be configured before the queue can be saved.

The following procedures take place in YourSite > Queues.

To configure general voiceSIP queue information
  1. Select a queue and click the General tab.
  2. Type a Name for the queue.
  3. Type a Reporting number for the queue.
  4. After Dialable number, enter the path directory number listed on the telephone system assignment forms.
  5. After Dialable number, enter the dialable number of the queue.

    The dialable number must begin with the SIP trunk normalization digit.

    Note:

    Once a queue has been saved, the dialable number cannot be changed.

  6. If you have multiple SIP media servers, afterAfter Media server, click the Browse button.
    Note:

    Once a queue has been saved, the media server cannot be changed.

  7. Select the media server and click OK.
  8. If you do not want the queue to be viewed in Contact Center Client and Ignite, select Disable real-time monitoring and data collection on this device.
  9. Click Save.

Configuring queue membership and routing

MiContact Center Business uses a visual workflow to configure queue membership and routing. This section details how to configure your voice queue’s membership and routing, but for a more detailed explanation of configuring workflows and activities, see "Building workflows".

When a queue is created, a copy of the Default SIP Inqueue workflow is created and assigned to the queue. In the Offer To Agent Group activity, an agent group must be specified. You can add additional Offer To Agent Group activities if you want to overflow calls to other agent groups if the primary agent group does not handle the call in the specified time. An agent group can only be associated to a single Offer To Agent Group activity in a workflow. For more information on the Default SIP Inqueue workflow, see "Default SIP Inqueue workflow"

By default, the Default SIP Inqueue workflow includes a queue closed message and transfers calls to another answering point. Both the message and the transfer can be removed from the workflow. If the transfer is removed, the queue will terminate the call if the queue is closed or unavailable.

A workflow is not active until validation has been enabled. Before a queue can handle interactions, all workflow validation must be enabled and any validation errors must be addressed.

The following procedures explain how to:
  • Set which agent group handles interactions
  • Enable workflow validation
  • Prevent overflow in an Offer To Agent Group activity
  • Set the Play DND or Closed prompt
  • Set the unavailable transfer point as a dialable number
  • Set the unavailable transfer point as a queue or variable
  • Remove the Play DND or Closed message
  • Remove the transfer to unavailable point
To set which agent group handles interactions
  1. Select a queue and click the Inqueue workflow tab.
  2. Right-click on the Offer To Agent Group activity and click ....
  3. Select the agent group who will handle this queue's interactions and click OK.
  4. Click Save.
To enable workflow validation
  1. Select a queue and click the Inqueue workflow tab.
  2. In the Properties pane, select Validate workflow.
  3. Click Save.
To prevent overflow in an Offer To Agent Group activity
  1. Select a queue and click the Inqueue workflow tab.
  2. Select the final Offer To Agent Group activity.
  3. In the Properties pane, select Do Not Allow Overflow.
  4. Set the Overflow Time to 0:00:00.
  5. Click Save.
To set the Play DND or Closed prompt
  1. Select a queue and click the Inqueue workflow tab.
  2. Select the Play DND or Closed activity.
  3. In the Properties pane, after Greeting Prompts, click and select the new prompt.

    For more information on selecting prompts, see "Configuring the Play activity".

  4. Click Save.
To set the unavailable transfer point as a dialable number
  1. Select a queue and click the Inqueue workflow tab.
  2. Select the Transfer to Unavailable Point activity.
  3. In the Properties pane, after Destination, type the dialable number.
  4. A dialable number cannot include punctuation marks.
  5. Click Save.
To set the unavailable transfer point as a queue or variable
  1. Select a queue and click the Inqueue workflow tab.
  2. Select the Transfer to Unavailable Point activity
  3. In the Properties pane, after Destination, click ....
  4. Select a destination from one of the following tabs and click OK.
    • Queue
    • Variable
  5. Click Save.
To remove the Play DND or Closed message
  1. Select a queue and click the Inqueue workflow tab.
  2. To disable the playing of a queue unavailable message, right-click the Play DND or Closed activity and select Delete.
  3. Click Save.
To remove the transfer to unavailable point
  1. Select a queue and click the Inqueue workflow tab.
  2. To disable the transfer to an unavailable point, right-click the Transfer to Unavailable Point activity and select Delete.
  3. Click Save.

Configuring SIP queue music on hold

The Media workflow tab enables administrators to configure the music on hold for a queue, overriding the music on hold playlist assigned to the media server. When an agent places a call on hold from a queue that has its own music on hold playlist, the caller will hear the queue's music on hold rather than the media server's playlist.

The following procedures explain how to
  • Assign a music on hold playlist
  • Remove a music on hold playlist
To assign a music on hold playlist
  1. Select a queue and click the Media workflow tab.
  2. Click the Browse button.
  3. Select a music on hold playlist.
  4. Click OK.
  5. Click Save.
To remove a music on hold playlist
  1. Select a queue and click the Media workflow tab.
  2. Click the Clear button.
  3. Click Save.

Configuring SIP queue announcements

The Media workflow tab enables you to configure queue announcements, such as Updated Position in Queue (UPiQ), as well as provide Dial Out of Queue options. These are configured using a visual workflow. This section details how to configure your queue’s announcements, but for a more detailed explanation of configuring the Media workflows and its activities, see "Default Queue Media workflow".

When a queue is created, a copy of the Default SIP Media workflow is created and assigned to the queue. By default, the validation is turned off, making the workflow inactive. The workflow relies primarily on two kinds of activities: Delay and Play. The Delay activity controls the duration between announcements. While a call in the workflow is at the Delay activity, the music on hold configured for the queue will play. The queue announcements are played to the callers using the Play activity.

For providing UPiQ messaging, the Default UPiQ Subroutine is included with IVR Routing, which can be added to a Media workflow. For more information on the Default UPiQ Subroutine, see "Default UPiQ subroutine".

Dial Out of Queue options are provided using the Add Dial Out of Queue Option activity. For more information, see "Configuring the Add Dial Queue Option activity".

For more information on other activities you can add to the Media workflow, see "Building workflows".

For information on the default Queue Announcement Workflow, see "Default Queue Media workflow".

The following procedures explain how to
To set the duration of a Delay activity
  1. Select the Delay activity and click Properties.
  2. Set the Duration of the delay.
  3. Click Save.
To add an existing prompt to a Play activity
  1. Select the Play activity and click Properties.
  2. After Greeting Prompts, click the button and select Select from an existing prompt.
  3. Select a prompt and click OK.
  4. Click Save.

Configuring queue spectrum settings for SIP queues

Queue spectrum reports provide valuable information on how calls are dispersed in your contact center. You configure answer, abandon, interflow, handle, and ringing thresholds for queues in YourSite Explorer. The answer, abandon, interflow, and talk statistics will be distributed across the queue spectrum reports in the time intervals you specify.

The following procedures take place in YourSite > Queues.

To configure queue spectrum settings for a queue
  1. Select a queue and click the Queue spectrum tab.
  2. Select the spectrum value(s) you want to include in reports and specify thresholds for each.

    All threshold values are in seconds.

  3. Click Save.
To apply queue spectrum settings to all queues on the same media server
  1. Select a queue and in the ribbon, click the Queue Tools tab.
  2. Select Apply queue spectrum to all.

Configuring performance settings for voice queues

When configuring a queue, administrators set the queue priority, configure business hours for the queue, configure the work timer options, set the Service Level objectives, and set the handling times. Business hours control when the queue opens and closes.

Agents are set in Reseize Timer to remove agents from ACD when a call fails to route to them. The Reseize Timer duration is set on a queue by queue basis

The following procedures explain how to:
  • Set the priority level for the queue
  • Configure the business hours for a queue
  • Apply the business hours to all queues on the same media server
  • Configure the Queue Work Timer options
  • Set the voiceSIP queue service level objectives
  • Set the voiceSIP queue handling times
  • Set the SIP Reseize Timer
To set the priority level for the queue
  1. Select a queue and click the Performance tab.
  2. After Priority, select the priority level for the queue.

    The highest priority level is 1. The lowest priority level is 64. Queues with the same priority level route to agents based on longest waiting.

  3. Click Save. Queue Priorities are considered on a per-media basis, and not prioritized across media types.
    Note: Queue Priorities are considered on a per-media basis, and not prioritized across media types.

To configure the business hours for a queue

Note:

Queues open and close in alignment with the business hour schedule selected. To control queue states according to a different schedule you must create the schedule and assign it to the queue. See "Creating and modifying schedules".

  1. Select a queue and click the Performance tab.
  2. After Business-hour schedule, click the Browse button.
  3. Select a schedule and click OK.
  4. If you want to restrict the production of real-time statistics and reports to only during business hours, select Generate statistics and reports only within business hours.
  5. Click Save.
To apply the business hours to all queues on the same media server
  1. Select a queue and in the ribbon, click the Queue Tools tab.
  2. Select Apply business hours to all.
To configure the Queue Work Timer options
  1. Select a queue and click the Performance tab.
  2. If you want to add Contact Center Work Timer to handling time in reports, select Include Queue Work Timer as part of handling time.
    Note:

    When 'Include work timer as part of handling time' is enabled, the ACD handling time durations for reporting purposes span from ACD pick up to the end of the Work Timer time.

    When this option is disabled, the ACD handling time duration spans from ACD pick up to hang up.

  3. To enable the queue for Work Timer, select Use Queue Work Timer and set the Queue Work Timer’s duration.

    The default duration is 5 minutes.

    Note:
    • Queue Work Timer maximum duration is 4 hours.
    • A queue’s work timer must not exceed the Class of Service Work Timer associated with any agents in agent groups who are associated with this queue. See "Configuring Work Timer".
  4. To force agents to enter call classification Account Codes, select Force entry of a classification code.

    This feature only displays if you use either Contact Center PhoneSet Manager or Contact Center Softphone.

  5. If you want Work Timer to end once the classification Account Code has been entered, select Cancel queue work timer once code is entered.

    This feature only displays if you use either Contact Center PhoneSet Manager or Contact Center Softphone.

  6. Click Save.
To set the voiceSIP queue service level objectives
  1. Select a queue and click the Performance tab.
  2. Specify the Service Level goal and Service Level time for the queue.
  3. Click Save.
To set the voiceSIP queue handling times
  1. Select a queue and click the Performance tab.
  2. After Short Handle less than, type the duration that will define a call as a short handle call.

    For example, type 3 to define a short handle call as one that lasts less than 3 seconds. Short talk calls are included in Agent call statistics but not in Queue call statistics.

  3. After Short abandon less than, type the duration that will define an abandoned call as ‘Abandoned (Short)’.

    For example, type 5 to define a short abandon call as one that is abandoned in less than 5 seconds.

  4. Click Save.
To set SIP queue Reseize Timer
  1. Select a queue and click the Performance tab.
  2. Select Use Reseize Timer.
  3. Set the Reseize Timer duration.

    The default Reseize Timer duration is 2 minutes.

  4. Click Save.
To enable Auto Answer for Agents
  1. Select a queue and click the Performance tab.
  2. Select the Agent Auto Answer check box..

    This check box is cleared by default.

  3. Click Save.
    Note:
    • If the Agent Auto Answer check box is selected, the Accept button is not displayed in Web Ignite because the incoming conversation is auto answered. 
    • The Agent Auto Answer option can be enabled for voice, chat, email, sms, and, open media queue types, but not for the Ring Groups

Configuring agent workflow settings

The Agent workflow tab contains the default workflow that manages the playback of recorded messages when an agent answers an incoming call from the queue. This workflow is activated when agent greeting is enabled. For more information on enabling agent greeting, see "Adding sites"

Note:

Agent greeting recording is available in both Ignite (DESKTOP) and WebIgnite. However, agents can only record one greeting which will be used on all greeting enabled queues.

The workflow includes a Play Agent Greeting activity. If Agent Greeting is enabled for the site (see "Adding sites"), the Play Agent Greeting activity checks the value of the <<AgentGreetingRecording>> variable (populated with a .wav file, if the agent has recorded a greeting) and plays the recording.

You can add activities to customize the workflow (for example, you can add a Scheduling activity if you want the greeting to play only during business hours), however, the default workflow is sufficient for playing an agent greeting message if present. The workflow is triggered when the agent accepts an incoming ACD call.

Note:
The Play Agent Greeting activity has the following specific properties:
  • The 'Broadcast To' attribute is set to Both (so that both agent and caller hear the recorded message)
  • The 'Greeting Prompt' attribute is set to Agent Greeting (so that the prompt plays the agent's recorded .wav file, as specified in the <<AgentGreetingRecording>> variable, if one exists)

Configuring whisper announcements

The Agent workflow also controls whisper announcements.

A whisper announcement is a recording that is played to the agent when an agent answers an inbound call. The whisper announcement can provide useful information to the agent (for example, it can identify the incoming queue) to help the agent to handle the call more efficiently.

The whisper announcement plays only to the agent. You can choose a .wav file from the IVR Prompts page, or a Text-to-Speech prompt (if licensed).

Note:

When the whisper announcement is playing, the caller is able to hear the agent speaking. To prevent the caller from hearing the agent or other contact center background noise during the whisper announcement, mute the agent's headset for the duration of the announcement.

To add a whisper announcement to the queue
  1. Add the Play activity to the workflow and place it before the Play Agent Greeting activity.
  2. Select the Play activity and click Properties to configure the following attributes:
    • The 'Broadcast To' attribute must be set to Agent (so that only the agent hears the recorded message)
    • The 'Greeting Prompts' attribute must be set to the prompt that you want played

For detailed information on setting properties for the Play activity, see "Configuring the Play activity".

Parent topic: Adding queues
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