1.Configuration
we need to have at least 1 working agent (Unix or Windows)
In file customer.config
Looking for “queuetrigger”
section as below
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Note:
AgentVVNSUPWIN01 need to be available on
the ARA’s client
Login
object: ARA_QUEUE_LOGIN need
to be available on the ARA’s client and include the entry for agent VVNSUPWIN01
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Looking
for another configuration file in ….\WebUI\config
“name “integration.config”
https://us.v-cdn.net/5019921/uploads/editor/ak/b7vng25bj9vf.png" width="1040">
Make sure that the time zone object TZ.UTC is available in the ARA’s client
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2. How to use Queue in ARA
https://us.v-cdn.net/5019921/uploads/editor/qn/w12tfohy6hia.png" width="1305">
Now customize the QUEUE as your requirement
Can be recurring or specific of time.
https://us.v-cdn.net/5019921/uploads/editor/nz/f4s7e41wm1xy.jpg" width="784">
If all the set up gone successfully
In AE we ‘ll have the object as below
https://us.v-cdn.net/5019921/uploads/editor/sg/q9dpkcarzjyj.png" width="1522">
Now we need to assign the queue for
specific Profile in the Application
https://us.v-cdn.net/5019921/uploads/editor/o2/yctyp8yz9vcf.png" width="1028">
Click on Assign
https://us.v-cdn.net/5019921/uploads/editor/t6/u17f4349iopo.png" width="1131">
And select the queue that you setup before.
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