Overview

This workflow object allows you to route an incoming call to an existing inbound campaign queue.

1. An Example Scenario

This is a simple workflow object that holds inbound calls until an agent assigned to this campaign is available to answer the call.

If the Maximum Hold Period is reached for a given call, the call is passed to the next object in the workflow.

2. Add Workflow Object

  1. Open the Workspace.

  2. Select Workflows from the Resources menu.

  3. Select a workflow from the list displayed (you can also create a new one).

  4. Click the Preview icon next to your selected workflow. A schematic representation of the workflow is displayed.

  5. Click the Add New Object icon  The New Workflow Object dialog opens.

  6. Select Join Queue from the drop-down selection list.

When you include Join Queue in your automated workflow, enter the following details:

Field

What you should do

Workflow Object Title

Enter a meaningful name for your new object.

Maximum Hold Period

Select how long, in seconds, the call will be held in the queue before termination.

Explanatory Prompt

Select the pre-recorded soundfile you wish the agent to hear just before they pick up the call.
Because an agent can be assigned to more than one campaign, the explanatory prompt message can help them to identify the campaign involved before they respond to the caller, e.g. "This is a call to the ACME product support line."

Join Queue

Select the inbound campaign that the call will join.

Click Save to keep your new object and to return to the Workflow Builder.