Series: Create queues

Set channel behavior and thresholds


Voice channel

  1. Enter the service level percentages and targets for the voice channel.
  2. (Optional) Set up caller ID display for outbound calls placed on behalf of this queue using alphabetical, numeric, or alphanumeric combinations:
    1. In the Calling Party Name box, type the name you want to display for the call recipient.
      Note: When you create an external SIP trunk and specify a Calling Name, that Calling Name takes precedence over the Calling Party Name you set here. If you configure a Calling Party Name on a trunk, the Calling Party Name you configure for a queue never appears. For more information, see Create an external SIP trunk.
    2. In the Calling Party Number box, type the alphanumeric combination you want to display for the call recipient.
      Note: PureCloud validates the number you enter here to ensure that it follows the E.164 number format. The country defaults to the organization's selected language.
  3. In the Alerting Timeout field, enter the number of seconds for an alert to display before timing out.
    Note: The maximum alerting time is 900 seconds. When an alert times out, the agent's status changes to Not Responding and the system returns the call to the queue.
  4. (Optional) In the In-Queue Flow area, select a previously defined Architect in-queue flow to set as the standard behavior for the queue.
    NoteIf you do not select an in-queue flow, the system uses the organization's default in-queue flow. However, within Architect you can configure an in-queue flow as a parameter of the Transfer to ACD action. This process supersedes the organization's default- and queue-configured flow. In this case, the Transfer to ACD action's in-queue flow takes precedence over the flow you select here. 

    1. (Optional) In the Default Script area, select a published script to display when no default script appears in the application, for example, Architect or Campaigns.
    2. (Optional) In the Whisper Audio area, set up options that, before connecting to the caller, let an agent know which queue the caller entered:
      1. To play whisper audio for all agents, select Play whisper audio for all agents.
      2. To play whisper audio only for agents who have auto-answer enabled by the administrator, select Only play whisper audio if agent is configured for auto-answer. For more information about how to enable auto-answer for agents, see the Phone tab on the Edit Person page.
      3. Under Whisper Prompt, use search to locate the Architect user prompt you want to use for whisper audio. The system displays the length of the prompt, in seconds, for each configured language or any configured text-to-speech.
        Note: Best practice recommends that you limit whisper audio prompts to 3 seconds or less.
      4. To open the selected prompt, click Edit/View Prompt. Architect opens to the User Prompts page, where you can view and edit the prompt; for example, re-record the audio prompt or add text-to-speech.
      5. If you chose to edit the prompt, click Refresh Prompt to review updated information about it.
    3. Click Save.

    Chat and message channels

    1. Enter the service level percentages and targets for the chat channel.
    2. In the Alerting Timeout field, enter the number of seconds for an alert to display before timing out. 
      Note: When an alert times out, the agent’s status changes to Not Responding.
    3. In the Default Script area, optionally select a published script to load.
    4. Outbound message channels only: In the Outbound SMS Number area, select the appropriate SMS number to assign to the message channel.
      Note: If the SMS number that you assign is not associated to a flow in Message Routing, then the system does not route inbound responses. For more information, see Message routing overview.
    5. Click Save.

    Callback and social expression channels

    1. Enter the service level percentages and targets for the corresponding channel. 
    2. In the Alerting Timeout field, enter the number of seconds for an alert to display before timing out. 
      Note: When an alert times out, the agent’s status changes to Not Responding.
    3. Click Save.

    Email channels

    1. Enter the service level percentages and targets for the email channel.
    2. In the Alerting Timeout field, enter the number of seconds for an alert to display before timing out. 
      Note: When an alert times out, the agent’s status changes to Not Responding.
    3. In the Outbound Email Address, specify which email address to use for emails sent from this queue: 
      1. Click the edit button. The Edit Outbound Email Address dialog opens.
      2. Under Email Domain, select the appropriate domain from which to send the email address.
      3. Under Outbound Email Address, select the appropriate email address the recipient sees when receiving the outbound email. 
    4. In the Default Script area, optionally select a published script to display for chat interactions. 
    5. Click Save.

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