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Oracle® CRM On Demand Marketing Release 5.4.10 |
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Home > User Guide > Managing Activities, Queues... > About the Call Center > Changing Queues

# C hanging Queues

If a prospect has been incorrectly assigned to a queue, you can reassign the prospect to the appropriate telemarketing agent. Oracle CRM On Demand Marketing allows telemarketing agents to move one prospect at a time to a different queue. However, the agent's role must have the appropriate permissions to do so.

To change a queue for a single prospect

1. Click Change Queue.

   All available queues are displayed.

2. (Optional) Search by queue name.

3. Select the queues where you want to reassign the prospect.

4. Click Select, then Confirm.

To change a queue for multiple prospects

1. Select the check boxes beside the prospect names that you want to move.

2. Click Move to Queue.

   A list of available queues appears.

3. Select the required queue, and then click Confirm.

Moving multiple prospects to a different queue is available only from the Open, Call Attempted, Contacted and Pending Follow-up view list screens in the Call Center pane.

If you move prospects from one call center queue to another, prospects retain the same status and are displayed in the corresponding view with the new, associated, queue name. If you move prospects from a call center queue to another, noncall center, queue the prospect is visible under the new queue in the Queues pane in Activities.