How to Create a Queue based on a Service (set in the IVR)

Version 1

    Details

    This article explains how to create a Queue based on a service that is set in the IVR.


    Resolution

     

    To properly configure a Queue based on a service, complete these steps –

    1.      1. In Management Portal > Agents/Skills/Services > Services, create the Service.

     

    2.      2.  In Management Portal > System Configuration > Contact Center Server > Queue Monitor Settings, create a Queue with the following settings

    a.    In Filter Conditions, Call Property will equal the variable “ServiceType”

    b.    Type of match = “attribute match”

    c.    Condition type = “Equal”

    d.    Value = the name of the service created specifically for this queue


     
     

    3.  In Management Portal > Application Builder > the designated inbound application, add the following blocks and settings –

    a. Add “Set Service” block set to the specific service

    b. Add Set Property block and in the Interaction Property Name add “QMFilter”, then in the Interaction Property Value add the name of the specific Queue.


     

     c. Add the Route To Agent block
     d. Add the Connect Call block