Overview: Queue calls vs UC calls (App)
This article explains the difference between queue calls and UC calls in App.
Overview
In App, there are broadly two types of phone calls:
Queue calls
UC calls
Continue reading the subsections below to learn more about these types of calls and what makes them different.
What is a queue call?
Queue calls, also referred to as interactions, are voice calls between an external caller and a queue user. Queue calls are handled in queues. Queue calls are an opportunity for an organization to specifically meet a customer’s needs, like answering a question or solving a problem.
Queue calls (also called interactions) take place in queues
Queue calls give queue users a multitude of controls and features to better assist customers. See Overview: Interaction call controls (App).
What is a UC call?
A UC (unified communications) call is a voice call between two individuals that takes place outside of a queue. It can be made between two people on the same Avaya.cx account, or it can be made between one Avaya.cx user and an external user with a valid phone number.
Unlike queue calls, UC calls don’t take place in a queue, and they lack many of the features available to queue calls. See Overview: Softphone call controls (App).
Similarities
Both use softphone to connect callers.
Both are ways to have voice calls between two parties.
Both can support attended and completed transfers.
Differences
Queue calls are used for managing interactions with customers.
Users must have an Edify CX license and queue permissions to make queue calls.
Queue calls create interaction IDs, allow you to disposition interactions, can be recorded and tracked, and can be referenced for coaching and quality assurance purposes.
UC calls are used for phone calls with coworkers and external contacts.
UC calls can be made with an Edify EX or Edify CX license.