Page 14 - Multimedia Queue Administration
Resource Manager User's Guide
Viewing Multimedia Queues
To see the list of Multimedia Queues, their attendant properties and the groups
that have been assigned, do the following:
1. Select
Multimedia Queues
from the Vertical Icon Bar or click
Multimedia
on the Tree View. This will open Multimedia Queue List Window. The List
Window displays Queue ID, Name, Created By, Created Time, Description,
Multimedia Queue Type, Start Time, Stop Time and Status. You can use
the horizontal scroll bar to view all fields.
2. Click the (+) or double click the
Multimedia Queue
icon to expand the Tree
View’s list of Multimedia Queues. Click the icon of the Multimedia Queue
type you wish to view.
3. Select a Queue from the List or Tree to view the Queue Profile, Settings
and Group Mappings.
Media Type
Description/Function
Telephone
Voice contacts originating from the PSTN.
E-mail contact requests.
Chat
Requests of live chat sessions.
WWW
WWW contact request.
Proactive
Outbound calling list media queues.
Adding a new Multimedia Queue
Adding a new Multimedia Queue is a three-stage process.
1. Adding a Media Profile
This remains constant for all multimedia types. This stage involves defining
and describing the media type e.g. “e-mail technical support”, determining
when the queue will be active and assigning a status.
2. Settings
These are unique to each media type. Therefore, the information you are
required to supply will vary from one media type to another. For example,
for telephone queues, you would supply information regarding the
telephone-switching platform. For e-mail, you would supply domain and
address information. Settings also ask you to compose messages that are
sent to confirm the receipt of e-mails, Web Callback requests and Chat
requests. These are automatic responses a sender or caller would receive
acknowledging receipt of his contact request.
No settings are required for the WWW Profile.
3. Group
Mapping
Selecting a Group or Groups of users to which the queue will be mapped.
Page 14 - Resource Manager User's Guide
MultiMedia Module Administrator's Manual
Multimedia Queue Administration
40DHB0002USEB – Issue 1a (05/29/2003)
