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  • 1.  Direct routing : how to cancel the back-up queue config

    Posted 21 days ago

    Hello. I've got a problem with configuration of my queue.

    You now have the possibility to configure a back-up queue in the "direct" tab of the queue. This is a good thing, but not mandatory.

    Once I have configured a back-up queue, I don't fid any way of cabncelling it !

    We are not obliged to choose a queue as a backup. But imagine you did it , save. Then you change your mind and don't want to configure any queue in this tab. 

    How can you do that ? How can you suppress the queue you have already mentionned in this tab ?

    Maybe I'm stupid but I can't find a way to do it !

    Please help me... 🥹

    #backup #ACDQueues 


    #Routing(ACD/IVR)

    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------


  • 2.  RE: Direct routing : how to cancel the back-up queue config
    Best Answer

    Posted 21 days ago

    Hello Catherine, 

    Don't worry this is working by design. There is this idea to improve the feature and be able to remove it in the future. 

    For now though you have to use the API explorer found in the dev center to remove it. I have out lined some steps to help you. 

    1. Get the Queue ID and use this API filter: GET /api/v2/routing/queues/{queueId}
    2. Paste the Queue ID and execute the request.
    3. Copy all results from the request.
    4. Use another filter: PUT /api/v2/routing/queues/{queueId} and switch to Pro mode.
    5. Paste the results from the previous request and remove the info related to Backup queue.

    Hope this helps!



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Direct routing : how to cancel the back-up queue config

    Posted 18 days ago

    Hello Cameron. 

    Thank you for your answer and the tips 😉

    I have voted for the suggested idea 😊

    Have a nice day. 

    Catherine



    ------------------------------
    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
    ------------------------------



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