Queue Manager Architecture
What is the Queue Manager?
The Queue Manager is the heart of the Callback Solution. This application is responsible for several key aspects of the Callback solution.
- Call routing and tracking
- EWT calculation
- Providing what the caller experience is for the Callback IVR platform
- Writing historical reporting data
- Writing real-time reporting
The Queue Manager is a required application always installed on each Core Instance server in a Callback solution.
Architecture Overview
Details on each connection point:
- The Queue Manager will send and receive messages from various applications. The function performed by Queue Manager is different based on the application sending the messages.
- Real-Time Provider: Sends ACD statistics to Queue Manager for Dashboards and calculating EWT.
- Provider: Sends configuration information to Queue Manager during a startup of Queue Manager.
- Opmode Server: Informs Queue Manager when an operation mode changes.
- Report Writer: Write historical interaction data provided by Queue Manager to the historical database.
- License Server: Informs Queue Manager on the availability or the active use of a license.
- Interaction Service: Informs Queue Manager when an agent is reserved when using Agent Priority mode.
- TIAL and Queue Manager work together to process and respond to CTI messages from the ACD.
- The Queue Manager and QMController work together to maintain a datastore of pending ASAP and scheduled callbacks.
