Setting up queues for hunt groups

Last Updated : Jul 17, 2013 |

About this task

Use this procedure to configure Communication Manager to place hunt group calls that cannot be answered immediately in a queue.

You can also administer the system to send a warning message when the system exceeds the threshold for the number of calls in a queue and for the waiting time in a queue.

Note:

If the Expert Agent Selection (EAS) option is active along with Call Center Elite, use call vectoring commands for announcements. To simplify ongoing administration, use Dynamic Queue Slots instead of limiting queues as per skills.

For more information about administering call vectoring commands and Dynamic Queue Slots, see Administering Avaya Experience Platform® On-Prem (AXP On-Prem, formerly Avaya Aura® Call Center Elite) .

Procedure

  1. On the SAT screen, enter change hunt-group n, where n is the number of the hunt group to change.
  2. In the Queue field, type y.
  3. In the Queue Length field, type the maximum number of calls that you want to wait in the queue.
  4. In the Calls Waiting Threshold field, type the number of calls that can be in the queue before the queue status lamps flash.
  5. In the Time Warning Threshold field, type the number of seconds for a call to wait in the queue before the queue status lamps flash.
  6. Save the changes.