Configuring queues

Last Updated : Jul 30, 2024 |

About this task

On the Queue Selection subtab, you can create the queue routing parameters for the virtual agent. For example, you can set Sales as the parameter value so that the virtual agent redirects all sales-related incoming calls to the Sales queue. Complete the following steps to configure the queue settings for the BYOBot SIP virtual agent:

Procedure

  1. Click the Store Context tab.
  2. Click the Queue Selection subtab.
  3. To add a new queue, click the Add icon.
  4. In the Parameter Name field, enter a BYOBot SIP parameter name relevant for queueing.

    The parameter name is not case-sensitive.

  5. In the Parameter Value field, type the value.

    Automation matches the BYOBot SIP parameter value to the specified queue and sends the data to Avaya Experience Platform™ Public Cloud.

  6. To select the required queue, in the Queue field, use the Search... field or scroll the list of available queues.
  7. To save the changes, click the Save icon.
Related information
Configuring BYOBot SIP virtual agent details