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CT Cloud Contact Center: Telax - Enable De-queuing

Overview

Enabling De-Queue timeouts for IVRs in Telax.

Resolution/Steps

First you will need to navigate to Queues, you can get to this from your favorites page, if you do not see it on your favorites page you can add it by following this article CT Cloud Contact Center: Telax - Adding Favorites

Queuefavorites.png

Click Options on the Queue you want to enable De-Queuing on.

Options.png

Make sure "Allow de-queuing" is set to Yes.

De-Queuing.png

Click Update if you had to change it to Yes from No.

update.png

Next you will need to navigate to IVR Studio, you can get to this from your favorites page, if you do not see it on your favorites page you can add it by following this article https://www.uc.solutions/Contact_Cen...ding_Favorites

IVRStudio.png

Select the IVR you want to set the De-Queue timeout on.

SelectinganIVR.png

Look for the "Wait For Agent" Box, and click on it.

WaitforAgent.png

Note the Properties Box on the Right hand Side.

WaitforAgentproperties.png

The De-queue timeout can be found here; set it to the time you want. Note time is in seconds.

WaitforAgentpropertiesDequeue.png

Once you set your time, click on IVR at the top.

IVRButton.png

Click Save (Outlined in Red). Then, click Check (Outlined in Yellow). Then, click Deploy (Outlined in Green). Make sure to click them in this order. This will then save the De-queue timeout you just set and will make it live in the IVR. The change will not be applied to the live IVR until you click Deploy.

Savecheckdeploy.png

 

 

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