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  • 1.  About WDE, how con we populate or preset ACDQueue parameter al login time?

    Posted 11-20-2017 18:07

    Hi,

    When agent loged-in, WDE offer the option to select channel, acd-queue and place. From WDE template We can control which parameters are needed to ask, from person we can preset default place, from rol which canal are enable, but I have no found how to preset acd-queue. Anyone knows how can be preset acd-queue?

    Reason: with sipserver, we can use acdqueue as defaul routing in some cases.

    Thanks


  • 2.  RE: About WDE, how con we populate or preset ACDQueue parameter al login time?

    Posted 02-09-2018 19:37
    Did you ever find out an asnwer to this?  I'd love to know!


  • 3.  RE: About WDE, how con we populate or preset ACDQueue parameter al login time?

    Posted 02-28-2018 23:47
    Not that I've ever seen it documented, but we have 
    login.<SWITCH_NAME>.voice.1.dn-queue

    Configured in the interaction-workspace section of the Workspace application and Agent Groups to pre-assign agent to ACD queues for default routing scenarios.  Pretty sure it's not a customisation.

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    Jason McLennan
    Commonwealth Bank of Australia
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    Original Message


  • 4.  RE: About WDE, how con we populate or preset ACDQueue parameter al login time?

    Posted 03-09-2018 15:51

    Yup, that works, but the problem is it's overridden by the last setting of the agent.  In other words I can't "fix" an agent to that ACD Queue.  That's because it's one of those entries contained in the interaction-workspace section of the agent's Annex, which is written by the program on exit.

    Using permissions we can make it so an agent has only one Queue option (and we're doing this) but they also have the option for "none" which, once written in the Person's annex is kept as their default.

    We'd love to be able to fix the agent's queue in CME and not allow them to select it or change it.  If others are interested in it, please let me know and I'll open up an FR for it -- a lot of our FRs get shot down because there are not enough customers asking for it despite us being one of their largest Canadian customers.



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    Scott Montague
    Rogers Communications
    Canada
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    Original Message


  • 5.  RE: About WDE, how con we populate or preset ACDQueue parameter al login time?

    Posted 03-26-2018 22:39
    Hi,

    Have you tried to use login.<SWITCH_NAME>.voice.1.dn-queue together with the following options (all configured in person's annex tab):
    login.voice.available-queues = ACDQueue
    login.voice.prompt-queue = false

    With these 3 options configured, you will be able to force each agent to one specific ACD Queue without giving the agent the option to select any queue at all.


    Hope that helps :)

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    Rafael Marciano
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    Original Message