Entry Point - Name, Description, Channel Type (Telephony, Chat, Email, Social Channel)
Agent
Team
Skill (within the Flow you define which Skill you want to use within the Queue node)
Queue - Name, Channel, LAA or Skill
if LAA → Select Call Distribution Group (i.e. Teams)
if Skill → Select LAA or Proficiency - and select which Teams can be used. (you MUST select at least one Team)
Note: a skill is not configured directly in the Queue config. It is configured in the IVR Flow within the Queue element.
IVR Flow
Mapping
Dialed Number → Entry Point → Routing Strategy → Flow → Queue (which teams?) → Skill (configured in the flow) selects skills (if its a skill based queue) → Select Agent
Routing Strategy → Select Entry Point
Routing Strategy → Name, Time Settings, Music on Hold, Flag as Default RS (or not), Call Control (Flow)
The Default Strategy will run if no other strategies are valid. i.e. non default are checked first.
Provisioning → Entry Point Mappings
Select Voice Pop Bridge Telephony Number and Assign to an Entry Point