Queue Policies

A queue policy defines if a user must be logged-in/logged-out from a queue, depending on his intentional status and if the queue policy is active for him.

Queue Policy Example: 

Queue: SalesQueue
Status: Office,Telework
Condition: Department
AppliesTo: Sales

The policy above indicates that users that are in the sales department, must be logged in the SalesQueue when their intentional status is Office or Telework.

Each user can have multiple queue policies. The following schema represents the state and configuration of the queue policies of a user where the user is in Office:

In Queue Description Policy state
logged Sales when in Office,Telework on
logged-out General when in Telework on
logged-out Support when in Office,Telework off

We can see that he is logged in the Sales queue, because the policy is *on* and he is in the Office state. We can also see that he is not in the General queue because he is not in status 'Telework' even if the policy is on. Finally he is not logged in the Support queue because the policy is deactivated, even if he is in the Office status.

This provides a lot of flexibility for the user. At the end of the day, he can change the status to OutOfOffice and he will be logged out of all the queues. In the morning when he comes back he can just change his status back to Office, and he will be logged back on the queues that he was logged before leaving. A user can also opt to disable a queue policy, in that case he will be logged of the queue, no matter on which state he is.

Each queue policy can also define a penalty: this indicates the queue penalty to be applied to the user when he is logged in the queue.

Both primary and secondary phones are added to the queue (except if one of the phones is managed by the uep)

Customer configuration

  • create an extension with profile "Template-OrganizationQueuePolicy
    • try to be explicit for later. If the user's extension is "222" and he/she should be member or queue "AfterSales", use a logical naming convention such eg: QP_222_AfterSales
  • Go to profile parameters of this extension
    • Queue: use the name of the queue resource. not AQAxxxxx but the "display name". (shown as 'description' in resource menu)
    • List of Status: On which member's intentional status he will be logged in
      • Eg: you can put only 'Office'. If the user change to another intentional status, he will be logged off the queue and will not take part of it until he comes back to the status 'Office'
    • Condition: choose extension or department
      • you can personalize more with extension, this means that this rule will apply only to this extension. Be careful, it means also that you have to create a lot of queue policies
      • to simplify you can choose a department and apply a common policy for them. The queue policy will then be applied for all extensions with the 'Template-User' profile & matching department.
      • LIMITATION: only 1 department can be defined per member. If you choose the condition "Department", keep in mind this.
    • Penalties
      • between 0 and 10
      • LIMITATION: only available if you choose "condition: Extension". Will not work if you choose "Department"
    • Label: name visible through ConnectMe search queries
    • Short Label: Label/text visible for the end-user on the slider

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