Operation
A call sent with the queue-to command connects to an available agent or an attendant in the specified resource or enters the resource queue. When the call enters a queue, the queue-to command does not provide feedback to the caller. Other vector commands can provide wait treatment for calls in a queue.
With Attendant Vectoring, you can use the wait-time 0 secs hearing ringback step to provide immediate feedback to callers. The queue-to command does not provide ringback until the call rings at the attendant station. Do not use the wait-time step as the first vector step or as the step immediately before a queue-to step.
With singlesite Best Service Routing (BSR), the queue-to best command queues a call to a local split or local skill that the consider series finds as the best resource.
With multisite BSR, the best resource can be at a remote location. The queue-to best command then forwards the call to the interflow VDN for that location. You can administer the interflow VDN on the BSR Application Plan screen.
The system can queue a call to up to three local splits or local skills. A call remains in the queue until vector processing terminates, the caller drops or abandons the call, or the call reaches the station of an agent. The disconnect, busy, or route-to command can terminate vector processing.
When an agent becomes available in a split or skill to which the system queues the call, the following occurs:
The call rings at the agent station.
The system removes the call from other queues.
The system stops vector processing.
If the entered split or skill is one of the split or skill to which the call is already queued, the system queues the call again at a new priority level. If the priority level specified is the same as the priority level at which the call is queued, the call remains in the same position in the queue. Vector processing skips the step and moves to the next step for any of the following:
Queue of the split or skill is full. A split or skill queue can be full if you administer a limit on the number of calls that the system can put in the queue. You can administer the Queue Limit field on the Hunt Group screen to a limit from 1 to 999 calls. The default option for the Queue Limit field is unlimited.
Split or skill is not vector-controlled.
Split or skill has no queue and no available agents. A split or skill has no queue if the Queue field on the Hunt Group is n.
With Expert Agent Selection (EAS), all ACD groups have the field option as y in the following fields on the Hunt Group screen:
Therefore, the system puts calls in the queue regardless of whether agents log in to the system.
Call was previously queued to three splits or skills.
You can use a route-to command to another VDN to remove a call from a queue and to put the call in another queue.
The queue-to best command has operations and interactions similar to the queue-to split/skill command when the best resource is a local split or local skill. When the best resource is at a remote location, the queue-to best command functions as an unconditional route-to command with no coverage, performing Look-Ahead Interflow (LAI).
When vector processing executes a queue-to best command, the command initializes data for the best resource that the consider series finds for the call. If the consider series does not define best data, the system logs a vector event and vector processing moves to the next vector step.
A consider series might not produce the best data because of the following reasons:
All resources that the consider series checks are unstaffed.
No resource that the consider series checks has an open queue slot.
Best data started before execution of the reply-best step because the status poll vector has no consider steps or because the vector contains a step that initializes best data.
If a queue attempt to a local resource fails, the system logs a vector event and vector processing moves to the next vector step. The command initializes the best data.
If an interflow attempt to a remote resource fails, the system logs a vector event and vector processing moves to the next vector step. If the consider series finds a local split or local skill as the best resource before an interflow attempt, the system queues the call to the local resource. The command initializes the best data and vector processing moves to the next step.
