Forcing all or most queues that the user has rights to for all users

[Former Member]

Hi there!

We have a problem - we want to force all queues the user has access to for several hundred users. User Update Wizard seems to be inadequate which leads me to my question:

Has anyone found a reliable way to force multiple queues to multiple accounts?

Best regards,
Jaanus

[Former Member]

Hi, Lasse!

The thing is - we also need to be able to automate the process. The update wizard just doesn't cut it unless we create a very fragile system by using cursor macro.

Everything would be so much easier if configuration export-import would enable to move this information. 😉

Br,
Jaanus

[Former Member]

If the "serve" right would be adequate, then you could utilize the User Groups, and maintain the users' group relations via export/import, ACI, RCI.. But if you really need to have them "forced" to all the queues by automation, it would probably require new code, unfortuantely.

BR
-Lasse

[Former Member]

Hi Jaanus,

if you want to just set the "serve in queue(s)" rights, probably simplest by utilizing Queue Groups and User Groups.

In case you really want to set the queues as "Forced" to all those agents, then update wizard is the available mass update option. If user groups are well maintained, you could use the groups as search criteria, "select all", and then just click through the "Forced Queues = ... = On" selections for the necessary queues.

However, if hundreds of users need to have dozens of queues as forced, might be good to also review the group configurations and queue overflows - e.g. would it be adequate to have the forcing only in a limited set of overflow queues.

BR
-Lasse