Queues and Call Routing

This section explains how to use storm UC and CONTACT to set up queues for OUTBOUND campaigns, route calls to them, and assign agent groups to them. It describes the following tasks:

• Configuring the queue
• Assigning agent groups to a queue
• Queue groups and queue priority
• Creating the queue treatment

Note: this section provides only high-level information on the configuration required to support OUTBOUND campaigns. See the UC and CONTACT Configuration Guide and the STUDIO User Guide for full instructions.

OUTBOUND campaign calls and messages are routed in the following way:

• Each campaign has a single FLOW script associated with it.
• For agent-free campaigns, the FLOW script includes the relevant action cell for the channel being used, and delivers the message as defined in that action cell. No queue is used.
• For live-voice campaigns, the FLOW script includes a Route to Contact action cell that identifies the queue to be used (using the relevant ACD queue treatment). That queue has one or more agent groups associated with it, and matching rules that set criteria used to route incoming communications to individual agents.