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Call center agents are configured to use Siebel Universal Queuing by assigning the agent to a communications configuration that includes Siebel Universal Queuing. The agent is logged into the routing engine using the Siebel Universal Queuing configuration specified in the communications configuration. If no configuration name is specified, the agent is logged in using the Siebel Universal Queuing primary configuration.
The first time an agent attempts to log into Siebel Universal Queuing after installation or system restart, Siebel Server sends a request establishing a connection to the routing engine. The connection is established using the Siebel Universal Queuing configuration specified in that agent's communication profile or the primary configuration, if none is specified.
Next, Siebel Server asks Siebel Universal Queuing if routing rules and skill definitions are loaded into memory. If not, the routing rules and skills are loaded from the Siebel database. Siebel Universal Queuing also supports reloading routing rules and skill definitions while agents are logged in by using the Notify UQ button in the Routes and Employees views in the UQ Administration screen. Notify UQ reloads all routing rules and skills, not just those that have been changed.
Once the connection is established with Siebel Server and the rules have been loaded, the agent is logged into Siebel Universal Queuing. Siebel Universal Queuing sends a request to Communications Server to place the agent in ready mode (or not ready, depending on the configuration). The agent is now ready to accept work items for the channel type specified in simultaneous sessions for that agent.
For more information about using the Notify UQ button, see Notifying Siebel Universal Queuing of Updates.
|Siebel Universal Queuing Administration Guide|