Automatically controlling voice queue states (ACD path)

Voice queue states can be automatically controlled using Interactive Contact Center queue control. Interactive Contact Center queue control automates queue availability to respond to hours of operation and queue conditions, ensuring that calls do not wait in queue after hours or during busy periods.

Interactive Contact Center queue control consists of business hour schedules and queue control plans.

Business hour schedules open and close queues. For example, a 9-5 business hour schedule applied to the queue closes the queue at 5:00 pm. After 5:00 pm, calls route to the queue’s unavailable answer point, if one is configured. At 9:00 AM, the queue opens and calls again route to the queue.

Queue control plans put queues in DND when certain conditions are satisfied. For example, if the queue’s longest wait time has exceeded 30 minutes for more than one hour, the queue control plan will put the queue in DND. While the queue is in DND, calls route to the queue’s unavailable answer point, if one is configured.