Get Best Site Queue

This tool returns a Site Name and a Queue at that site that can most quickly take the call. Enterprise queues are defined in Interaction Director.

Inputs

Enterprise Queue

The Enterprise Queue to which you want to route the call. Enterprise Queues are made up of one or more Site Queues. For example, you could have an Enterprise Queue of Support that is comprised of (Site-Indy, Queue-Support), (Site-Boca, Queue-Support), (Site-France, Queue-Support). This tool examines the Support queue at each site.

Skills Required

A list of skills required for the call. These skills should be typed as they appear in Interaction Administrator. Skill Names must be defined the same for all sites. You should not define Windows NT at one site and Win NT at another.

Minimum Skill Levels

A list parallel to Skills Required specifying the minimum skill level required for this call. Separate multiple integer values with a semicolon.

Maximum Skill Levels

A list parallel to Skills Required specifying the maximum skill level required for this call. Separate multiple integer values with a semicolon.

Outputs

Site Name

The name of the site that can most quickly answer this call.

Queue Name

The name of the queue at the best site that can most quickly answer this call.

Queue State

The availability of the queue. It will be one of the following values:

Exit Paths

Success

This tool takes the Success exit path if it was able to return a Site Queue.

Unknown Enterprise Queue

This tool takes the Unknown Enterprise Queue exit path if the Enterprise Queue was not valid. Enterprise queues are defined in Interaction Director.

Failure

This tool takes the Failure exit path if it was unable to find a suitable Site Queue. This can occur if no agents have the required skills, the other site queues are closed, there are no available lines, etc.