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Director: Configuration Options

Use this page to set Director configuration options.

Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration appear only if Interaction Director is installed and a valid license exists.

Configuration

When the Configuration button is clicked, the following settings related to Enterprise Groups and interactions appear:

Enable Director Processing on this workgroup

This per-workgroup check box enables Director processing for that workgroup. When this box is checked, all calls entering that workgroup will be processed via Director, instead of local ACD.

Enterprise Group

Use this text edit control to specify the Enterprise Group for the workgroup to query. The workgroup does not have to be a member of the Enterprise Group on the Director server.

Enterprise Group browse button

Opens the Browse Enterprise Group dialog box, so that you can select from a list, instead of typing a name manually.

Priority

Per workgroup, specifies an interaction priority which all interactions in this queue will initially inherit.  Values can range from 1 to 100.  The default priority is 50; higher numbers indicate higher priority.

In Queue Timeout

Specifies the number of seconds that Director will wait for an Agent to pick up the call before performing in-queue timeout actions (running a handler).  Director notifies CIC when this time limit passes. CIC can take any action (via a customized handler) such as playing a prompt, transferring the call, and so on.

Related topics

Interaction Director: Workgroup Configuration

Overflow Options

Skill Options

Error Handling Options