Overview: Queue calls vs UC calls (App)

Queue calls, also referred to as interactions, are voice calls between an external caller and a queue user. Queue calls are handled in queues. Queue calls are an opportunity for an organization to specifically meet a customer’s needs, like answering a question or solving a problem. 

A UC (unified communications) call is a voice call between two individuals that takes place outside of a queue. It can be made between two people on the same Avaya.cx account, or it can be made between one Avaya.cx user and an external user with a valid phone number. 

• Both use softphone to connect callers.

• Both are ways to have voice calls between two parties.

• Both can support attended and completed transfers.

• Queue calls are used for managing interactions with customers.

• Users must have an Edify CX license and queue permissions to make queue calls.

• Queue calls create interaction IDs, allow you to disposition interactions, can be recorded and tracked, and can be referenced for coaching and quality assurance purposes.

• UC calls are used for phone calls with coworkers and external contacts.

• UC calls can be made with an Edify EX or Edify CX license.

• Overview: Outbound interactions in Queue (App)

• Overview: Active interactions (App)

• Overview: Completed interactions (App)

• Overview: Callback interactions (App)

• Overview: Softphone workspace (App)

• Overview: Softphone multiline (App)

• Overview: Softphone directory (App)

• Overview: Softphone voicemails (App)

• Transfer calls to an external number from softphone (App)