Join Queue
This node type allows a call to be queued for delivery to an agent with the required skill if it cannot be answered immediately.
This node type allows a call to be queued for delivery to an agent with the required skill if it cannot be answered immediately.
Note: If required, the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Queue | 1 | Queue | The call queue to join. This parameter can be set to User-configurable. |
| System Announcement Language | 1 | Enum | The language to use for announcements. |
| Options | Optional parameters for the queue. | ||
| Caller Priority | 0 or 1 | Integer | The priority of the caller in the queue. Repeat or frequent callers (callers that have attempted to call and have given up or callers who have previously spoken to an agent), callers who have been transferred, and callers who have overflowed from one group of agents to another can be set to have increased priority to accelerate their calls through the queue. Similarly VIP callers can be sent to the front of the queue, so that their calls are handled as soon as the next agent is free. This parameter can be set to User-configurable. |
B-Party Announcement | 0 or 1 | AudioFile | The announcement to play to the agent when they answer the call, so that they are prepared and know how to answer. If required, multiple audio files (an address book) can be played. If an audio file is not specified, no announcement is played. This parameter can be set to User-configurable. |
| Include Queue Announcements | 0 or 1 | Boolean | Whether or not audio announcements stating either a caller’s position in a queue or their estimated wait time in the queue, are played (if they exist). This parameter can be set to User-configurable. |
| Callback Enabled | 0 or 1 | Boolean | Whether or not callers can request a callback while they are waiting in the queue. This parameter can be set to User-configurable. |
| DTMF Timeout | 0 or 1 | Integer | The timeout (in seconds) if no DTMF digit is detected. This parameter can be set to User-configurable. |
| Wrong Input Repeats | 0 or 1 | Integer | The maximum number of times a caller can retry pressing the DTMF key if they press an invalid key. This parameter can be set to User-configurable. |
| Suppress Caller CLI | 0 or 1 | Boolean | Whether or not the CLI of the caller is suppressed (not displayed). This parameter can be set to User-configurable. |
The following branches can be taken:
| Branch | How many? | Description |
| Connected | 1 | The branch to take if the call connected to an agent successfully. |
| Not Connected | 1 | The branch to take if the call did not connect to an agent successfully. |
| Limit Reached | 1 | The branch to take if a queue limit is reached, such as the maximum number of calls permitted in the queue or the maximum number of simultaneous calls permitted in total (calls connected to agents + calls in the queue). |
| Maximum Wait Time | 1 | The branch to take if the call has been waiting in the queue for too long. |
| No Agents Available | 1 | The branch to take if no agents are available to handle calls. |
| DTMF | 0 or 1 | The branch to take if the caller presses a DTMF key to escape the queue. The caller can be directed to some other point in the call flow, for example to leave a voice message. |
| Unsuccessful Callback | 0 or 1 | The branch to take if this queue has been configured to allow callbacks, but the callback was unsuccessful. |
| Callback Slot | 0 or 1 | The branch to take if the caller requests a timed callback slot. |
Queue Status
This node type makes routing decisions based on the queue status before carrying out other operations such as joining the call to the queue.
This node type makes routing decisions based on the queue status before carrying out other operations such as joining the call to the queue.
The node type branches according to the type of check. Checks can be made on the current queue length, the average time to wait, the number of available agents, or the number of agents who are online.
To branch on a specific check, you need to add an optional branch by right-clicking on the node name and selecting Add “Match” Branch. Multiple branches and checks are supported. The order of the branches is the order in which the checks are carried out.
To set the branch parameters (branch type and name), select the new branch by left-clicking on the branch.
The following parameters can be set:
| Parameter | How many? | Type | Description |
| Check Type | 1 | Enum | One of: Queue Length Average Wait Time Total Agents Available – agents who are available immediately Total Agents Online – agents who are logged in, but are not available immediately, because they are on a break, wrapping up a call, etc. This might be used, for example, for customer routing, to send customers who are still in the queue to voicemail when the last agent goes home. |
| Match Type | 1 | Enum | The type of match: Greater Than, Less Than or Equal To. |
| Match Value | 1 | Integer | An integer value to match. Note: If required, this parameter can be set to User-configurable so that it can accept a value specified by a company administrator. For more information, see Adding user-configurable values. |
The following branches can be taken:
| Branch | How many? | Description |
| Match | 1 to 30 | The branch to take if a check is matched. |
| Failed | 1 | The branch to take if none of the checks match. |