Synchronize service queue data

When service queue data is changed in the ACD, the Sync service detects it and makes several changes in Calabrio ONE. The following table summarizes these changes.

Change in the ACD Resulting Change in Calabrio ONE
New service queue is added

New service queue is added. Specifically, the Sync service does the following:

  • Applies the ACD service queue name to the Calabrio ONE service queue description
  • Applies the ACD service queue ID to the Calabrio ONE service queue ID
  • Gives the new service queue a service queue type of Interactive/Voice

New skill mapping is added. Specifically, the Sync service does the following:

  • Applies the ACD service queue name to the Calabrio ONE skill mapping name
  • Applies the ACD service queue ID to the Calabrio ONE skill mapping number

Creates a one-to-one mapping between the ACD skill mapping and the Calabrio ONE skill mapping.
Service queue name is changed
  • Applies the new ACD service queue name to the Calabrio ONE service queue description (name)
  • Applies the new ACD service queue name to the Calabrio ONE skill mapping name
Service queue is deleted No change.