Overview: Queue container in Users (Console)

Console  > Account > Users > Overview: Queue container in Users (Console)

This article explains the user queue settings that are configurable in Console.

Overview

The Queue container lets you change user settings that impact how queue users receive and manage inbound and outbound interactions in queues.

Queue container in the User workspace

In Console, navigate to Account > Users > [User] > Queue container.

Some of the settings that admins can manage include:

Container breakdown

Multi AID

Use the Multi AID (Automatic Interaction Distribution) toggle to control whether the user can manage multiple interactions of varying communication types at once.

Multi AID Method

Use the Multi AID Method dropdown menu to block interactions by type with MultiAID enabled. The following two options are available:

Max Missed Interaction Count

Enter a positive, whole number into the Max Missed Interaction Count field to specify the maximum number of interactions a user can miss before the user’s status changes to ‘Away’ and a ‘Queue Auto Pause’ status message is displayed. Managers can see the change in Team View.

Note: If you set this field to zero, the system won’t monitor the number of interactions missed by the users.

Mobile Acceptance Prompt

Mobile Acceptance Prompt is a feature for queue users who route phone calls to their mobile number. When enabled, the user must respond to a prompt after accepting a call. Then, after they respond to the prompt, they will be connected with the customer.

If the queue user answers the phone, but does not respond to the mobile prompt, the call goes back to the queue to be answered by another queue user.

See Overview: Voice container in Call Settings (App) to learn how to route calls to your mobile number.

Team View Admin

Use the Team View Admin toggle to control whether the user can log team members in and out of queues and change their AID status in the Team View workspace.

AID Process Status Type Override

Use the AID Process Status Type Override toggle to control if interactions will be sent to users if their availability status is not ‘Available’. 

Tip: Most admins disable this setting so the system doesn’t send interactions to agents who aren’t available, especially if calls route to their mobile number.

Default Outbound Queue

Use the Default Outbound Queue dropdown menu to select which queue outbound interactions will be created in, unless the queue user selects a different queue from the Home list workspace. If this field isn’t configured (indicated by - -), the default outbound queue will be the first queue (alphabetically) listed in the queue user’s Queue List.

With or without a default outbound queue set, queue users can manually select the outbound queue when creating an outbound interaction. If the Default Outbound Queue menu isn’t configured, the Force Outbound Queue toggle is automatically disabled.

Force Outbound Queue

Use the Force Outbound Queue toggle to control if outbound interaction will be created for all outbound calls made from your Avaya.cx account (e.g. the user’s desk phone, softphone, or mobile app). The interaction will be created in the queue configured in the Default Outbound Queue dropdown menu. Interactions will be created in that queue even if the user isn’t logged into it.

Note: The Force Outbound Queue toggle is only available if you select a queue in the Default Outbound Queue dropdown menu.

Outbound Action

Use the Outbound Action menu to define what action triggers a status change in an outbound phone call interaction. This dropdown menu is linked to the Outbound Status dropdown menu below it.

Options

Outbound Status

Use the outbound status menu to define which status to automatically change the outbound interaction to, if the action configured in the above menu has occurred.

Options

Inbound Action

Use the Inbound Action menu to define what action triggers a status change in an inbound phone call interaction. This dropdown menu is linked to the Inbound Status dropdown menu below it.

Options

Inbound Status

Use the Inbound Status menu to define which status to automatically change the inbound interaction to, if the action configured in the above menu has occurred.

Options

Callback Action

Use the Callback Action menu to define what action triggers a status change in a callback interaction. This dropdown menu is linked to the Callback Status dropdown menu below it.

Options

Callback Status

Use the Inbound Status menu to define which status to automatically change the callback interaction to, if the action configured in the above menu has occurred.

Options

Voicemail Action

Use the Voicemail Action menu to define what action triggers a status change in a callback interaction. This dropdown menu is linked to the Voicemail Status dropdown menu below it.

Options

Voicemail Status

Use the Voicemail Status menu to define which status to automatically change the voicemail interaction to, if the action configured in the above menu has occurred.

Options

Change Comm Type Modal

Use the Change Comm Type Modal toggle to control if a modal pops up when the queue user or customer hangs up on a phone call. The modal gives the following options:

When disabled, queue users must manually complete interactions, or their ‘Phone’ space remains occupied, which can block another phone interaction from being delivered until the interaction is closed. This can also skew the data in interaction reporting.

Comm Type Change Timeout (Seconds)

The Comm Type Change Timeout (Seconds) field lets you specify the timer duration for the Change Comm Type Modal. The system defaults to 10 seconds. This field is only applicable if the Change Comm Type Modal is enabled or if certain interaction types do not have an Action or Status configured.

Spaces

The Spaces area is where you define how many interactions for each communication type the user can manage at one time.