Monique.gionet@genesys.com: Published

2021-08-26T16:58:46Z

Published

Jerickso: Published

2020-06-08T17:33:53Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Virtual Queues
|TocName=Virtual Queues
|Context=Virtual Queues are virtual collections of agents who share a skill set.
|ComingSoon=No
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To create a virtual queue in Platform Administration:

#In the top menu, select '''Configuration''' to access the '''Configuration Manager''' page. While hovering over the '''Switching''' area, select '''DNs'''.
#Navigate to '''Switches''' > '''Target Switch''' > '''DNs''' > '''Company Folder''' > '''Virtual Queues'''.
#Click '''New (+)'''.
#Enter a Virtual Queue name in the '''Number''' field.
#Select '''Virtual Queue''' in the '''Type''' field.
#Repeat the Virtual Queue name in the '''Alias''' field.
#Click '''Save'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 3: / Line 3: @@
 |DisplayName=Virtual Queues
 |TocName=Virtual Queues
-|Context=Virtual Queues are virtual collections of agents who share a skill set.
+|Context=A Virtual Queue is a virtual device, created and maintained by the switch, with activity identical to an ACD Queue.
 |ComingSoon=No
 |Section={{Section
 |alignment=Vertical
 |structuredtext=To create a virtual queue in Platform Administration:
@@ Line 21: / Line 16: @@
 #Repeat the Virtual Queue name in the '''Alias''' field.
 #Click '''Save'''.
 |Status=No
 }}
 }}

PEC-AS/Current/ManageCC/VQs - Revision history

Monique.gionet@genesys.com: Published

Jerickso: Published