Idle vs Available Mitel Queue Routing Setting

Modified on Thu, 1 May at 4:32 PM

By default, Talkative routes interactions to agents who are marked as "Available" within ignite.  However, if your workflow requires agents to be in an "Idle" state in order to accept interactions, this setting can be adjusted. This article outlines how to configure agent availability preferences in Ignite to better support your contact center’s operational needs.

How to Edit Availability Basis [5 Minutes]

Create a step-by-step guide for troubleshooting and link the steps here.


Step 1: Log into Talkative


Step 2: Access queue settings

  • Click the 'Settings' tab on the left hand side
  •  Click 'Queues'


Step 4: Map Queue to Mitel Queue 

  • On the queue page, click the queue you wish to edit
  • Scroll down until you see 'Queue Routing Settings'
  • Using the dropdown, select which Mitel status agents needs to select for interactions to be received (Idle or Available)
  • Then click "Save Mitel Distributor Settings"

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