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Using Interactive Contact Center 339
Controlling queues using Queue control plans
NOTE: You must install Interactive Contact Center before you can use Interactive Contact Center Queue
control.
If you have a 3300 ICP/5000/Axxess, using Queue control plans, you can place queues in and remove
queues from Do Not Disturb automatically based on predefined criteria. Each queue control plan monitors one
queue, and based on the activity of the queue, either places a queue in or removes a queue from Do Not
Disturb.
Creating Queue control plans
Queue control plans open and close queues based on plan parameters only during business hours. Each
queue is controlled by only one queue control plan at a time. You can apply the same queue control plan to
several queues. For information on how to create queue control plans, see “Configuring Interactive Contact
Center Queue control” on page 145.