Create a universal queue chat queue

To create a universal queue chat queue:

1. Start the Oracle Service Cloud client if it is not already open.

2. Log on with administrator rights.

3. Open the Configuration menu by clicking the Configuration icon on the menu pane.

4. Expand the Application Appearance folder and double-click Customizable Menus.

5. On the Customizable Menus tab, under System Menus, click Chat Session Queues or Chat Queues, depending on your version.

6. Click New on the ribbon.

7. Delete the default name and type a name for the new chat queue.

8. Click Save.

If your Oracle Service Cloud version is before May 2014:

1. Hover the mouse pointer over the new chat queue name.

2. Oracle Service Cloud displays the chat queue ID. Make a note of this ID because you need it to configure the universal queue chat queue.

   

If your Oracle Service Cloud version is May 2014 or later:

1. Click the External check box.

   

This designates the universal queue chat queue as a universal queue. Skip the next to two sections about designating the universal queue chat queue.