Editing queues

上次更新时间 : May 02, 2024 |

About this task

Edit existing queues if there is an error that you need to correct.

Before you begin

Log in to Application Center Administration as an account administrator.

Procedure

  1. In the navigation tree, click Contact Center > Queues.
  2. In the row of the queue to update, click the Three Dots icon and then click Edit.

    Application Center Administration displays the Queue pane.

  3. Edit the queue details.
  4. To configure the Redirection on No Answer (RONA) timers, for respective channels for the queue, click RONA and enter the time in seconds in the Timer column.

    The maximum value you can set for digital channels is 180 seconds, and for the voice channel, it is 50 seconds. The minimum time for all the channels is 5 seconds.

    The default time for all the channels is 30 seconds. The timer set in the Queue pane precedes the time set in the Configuration pane. The default values get the least precedence.

  5. Click Save.