5. Queues

Queues are the basic core component of Instant Queue Manager V4.  There are two basic types of queues; Broadcast and Monitored/watched.
 
Broadcast queues are classic legacy queues associated with earlier versions of Queue Manager.  When a visitor, or seeker, initiates a query with the queue (Also called "pinging" the queue), a message is sent to each of the experts logged into the queue.  One of the experts can then accept the invitation, and carry on a conversation with the seeker.
 
Monitored/Watched queues are the new style queues.  They function as queues that allow experts to pick the visitor from a monitoring panel, or mimicing broadcast queues by sending notifications to the experts and allowing them to accept the conversation in the notification window.
 
Before creating a queue, the administrator needs to make sure the experts and the queue have valid Sametime userids in the Notes Address Book.  The Experts then need to be added to the Experts Directory in the ADMIN tab of Instant Queue Manager.  The queue's userid needs to be added to the Entry Points Directory in the ADMIN tab.
Hint:  The queue's userid is usually descriptive of the queue.  For example: "Help Desk", "Service Desk", "Hot Line", and "Receptionist".  The name of the queue and its userid/entry point are frequently the same.   A good reason for this is that the entry point is displayed in Sametime client contact lists, not the queue name.
The basic process for creating the queue is (Details in the sub-pages):
1. Set the Basic Settings.  (Leave the queue disabled for now!)
2. Save the Settings.
3. Set the IM Information or Entry Point.
4. Add the experts.
5. Set the Startup Type to "Automatic" on the Basic tab.
6. Save and Close the queue.
NOTE:  The absolute minimum you need to do to configure a queue is:  Give it a Name, an Entry Point and one expert.
We suggest that you add the queue's userid/entry point to your contact list as an easy way to monitor the queue's on-line status.
 
GETTING THERE
To work with queues you need to be in the Queues tab in Instant Queue Manager.  After starting Instant Queue Manager and signing into Sametime, you will be in the Queue tab by default.  If you are already in Instant Queue Manager, then you may need to click Queues.
 
 
Once the tab loads you will be in the Queues List.  You can add new queues, edit existing queues, and delete queues that are no longer needed.