Siebel Universal Queuing Administration Guide > Overview of Siebel Universal Queuing > Using Siebel Universal Queuing with Other Siebel Modules >

Siebel Universal Queuing and Siebel Communications Server

Siebel Universal Queuing works in conjunction with Siebel Communications Server to route incoming work items to appropriately skilled agents who have logged into Siebel Universal Queuing.

Agents log in from the communications toolbar or from a menu command. An agent becomes aware of a routed work item through a blinking Accept Work Item button on the communications toolbar. An agent uses other buttons on the communications toolbar to alert Siebel Universal Queuing of the agent's ready state, so that Siebel Universal Queuing can route communications appropriately.

For a detailed data flow description for voice and email work items, see Siebel Universal Queuing Data Flow. For more information about Siebel Communications Server, including server components in the Communications Management component group, refer to Siebel Communications Server Administration Guide.


 Siebel Universal Queuing Administration Guide
 Published: 18 April 2003