(9.0+) Selecting a Queue for a new Segment

Add new segments to a queue without requiring a restart of the Callback system:

  • Select an existing queue to contain the new segment.
  • Add the segment details.
  • Activate the segment in the system.

Selecting an Existing Queue to add the New Segment

  • Navigate to Configuration > Queues > Add New Segment.
  • Search for an existing queue by name or ID, or expand the search bar to show existing queues.
  • Select the queue for the new segment.
  • Add segments to this queue using:
  • Add a New Segment (Incoming Application) and Create a New VRU Service (Aspect, Avaya, Cisco UCCE integrations)

OR

  • Add a New Segment (Incoming Extension) (CIC, Genesys, Genesys PureConnect, Cisco UCCX integrations)

In order to add a segment:

  • add it to an active queue.
  • create a queue and activate it, then add the new segment.