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General Settings
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Name
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Enter the name for the queue.
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Description
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(Optional) Enter a short description of the queue.
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Type
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(Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.
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Check Agent Availability
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This setting specifies whether the system can exclude teams with no logged in agents for the relevant routing strategies. This setting is not available for Outdial Queues.
If you enable the Check Agent Availability feature in the Tenant settings, you cannot disable it from here. For more information, see Tenant Settings.
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Channel Type
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The default channel type is Telephony.
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Advanced Settings
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Permit Monitoring
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Select Yes or No to specify whether you can monitor the calls.
This setting is available only for the Telephony channel type.
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Permit Parking
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Select Yes or
No to specify whether the system can queue the
calls.
This setting is available only for the Telephony channel type.
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Permit Recording
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Select Yes or No to specify whether the system can record the calls.
If you enable Record All Calls in the Tenant settings, you cannot disable Permit Monitoring from here. For more information, see Other Permissions.
This setting is available only for the Telephony channel type.
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Record All Calls
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This setting is available only if you enable Permit Recording.
Select Yes or No to indicate whether the system can record all the calls for this queue.
If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.
This setting is available only for the Telephony channel type.
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Pause/Resume Enabled
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Select Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.
If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.
Note: Agents can use this feature, only if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.
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Recording Pause Duration
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This setting is available only if you set Pause/Resume Enabled to Yes.
This setting specifies the time in seconds, after which the recording resumes automatically.
This setting is available only for the Telephony channel type.
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Service Level Threshold
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Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.
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Maximum Active Calls
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Enter the maximum number of simultaneous calls allowed for this queue. The system busies out any call that is beyond this number.
This setting is available only for the Telephony channel type.
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Maximum Active Chats
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Enter the maximum number of simultaneous chats allowed for this queue.
This setting is available only for the Chat channel type.
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Maximum Active Emails
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Enter the maximum number of simultaneous emails allowed for this queue.
This setting is available only for the Email channel type.
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Control Script URL
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The URL for the queue or the default control script of the queue. If you do not use the routing strategy module to configure the control script, the system automatically populates the URL.
This setting is available only for the Telephony channel type.
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IVR Requeue URL
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Currently we do not support this setting.
This setting is available only for the Telephony channel type.
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Maximum Time in Queue
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Enter the time after which the system distributes the queued customer request to the overflow number that you provision for this queue. The value that you enter is the default value for the Maximum Time in Queue field in the routing strategy for this queue. If you enter different value while defining the routing strategy using this queue, the systems ignores this value.
For an email queue, enter high value to avoid overflow.
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Overflow Number
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Enter the destination phone number to which the system distributes the customer calls when they exceed the Maximum Time in Queue that you have set in the routing strategy.
This setting is applicable only for the Telephony channel type.
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Vendor ID
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Enter the unique alphanumeric string that maps this queue to the vendor.
This setting is available only for the Telephony channel type.
Currently we do not support this setting.
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Time Zone (Routing Strategies Only)
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(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the queue. Any routing strategy for this queue uses the time zone that you select here.
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Scorecard Routing Settings
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The setting for Scorecard Routing.
This setting is available only for the Telephony channel type.
Currently we do not support this setting.
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