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Using Intelligent Queue 409
Intelligent Queue
Intelligent Queue is an all-in-one, scalable, web-based, integrated voice processing solution providing static
messaging, intelligent messaging, voice and web callbacks, call recording, enhanced routing, reporting
capabilities, and caller-entered digit screen pop when integrated with Contact Center Screen Pop.
Intelligent Queue is an optional application that works with Contact Center Management. Contact Center
Management provides real-time statistics (required for queue conditional messaging) and historical reporting
of Intelligent Queue activity (Call detail reporting option). It supports the G729 codec with a voice compression
rate of 1/8. The compression optimizes network bandwidth so that networked branches of a company can
communicate more quickly and efficiently with each other.
Intelligent Queue is easily and effectively managed through a web-based interface with .wav file recordings.
Administrators dynamically configure the application ports and features of Intelligent Queue from an Internet
Explorer browser. This flexibility makes the system highly responsive to the needs of the contact center
manager.
Using Intelligent Queue
The Getting started section provides information on licensing, registering, activating, and upgrading Intelligent
Queue.
Licensing Intelligent Queue
Intelligent Queue consists of the following core and optional functionality. (See Table 17-1).