Queues
Queues provide a means for distributing inbound calls within a campaign.
Fig. 1 shows the possible states of a queue.
State is changed in response to events, and their corresponding SDMP messages, giving the possible flow patterns also indicated in Fig. 1.
The following actions may be performed on queues:
Add
Queues may be added
- to the System campaign for general inbound call handling, or
- to a specific inbound campaign
- dynamically to a campaign using the Group Add [AG] message, or
- statically via the
Modify
A queue may be modified using the Modify Group [MG] message.
Take Out Of Service
A queue may be dynamically taken out of service using the Group Out Of Service [OG] message, and with various levels of priority using the Priority (PR) parameter.
While this happens, for all other purposes the queue will appear to be Out Of Service, which means:
- no new calls will not be accepted to the queue
- overflows will be made to the Out Of Service overflow address (if set)
A queue that is in this 'still servicing calls but not In Service' state may be put back into service without having completed going out of service.
From V10.6.580 this state is reflected in the Group Data [GZ] message Resource Status (RS) parameter value of 16. This will not affect existing integrations.
Put In Service
A queue may be dynamically put into service using the Group In Service [IG] message
Add/ remove agents
Agents are made 'members' of a queue, or removed from a queue, with the Group Membership [GM] message.
Delete
A queue is deleted using the Group Delete [DG] message.
Configure
Queues are configured in the Softdial Repository™ Campaigns & Queues tab (Fig. 2).
All queue logic is defined in this window.
Please refer to Inbound ACD for full details on queue logic and routing options.