Divert to Holding Queue

Overview

This object receives overflow calls from either a Join Queue or an Interactive Join Queue and holds those calls until they can be transferred to an alternative contact centre. An overflow call is the result of one of the exit options being met. The calls are held in this object, listening to music-on-hold, until a line at the Diversion Phone Number comes free.

1. An example scenario

A popular sale item has been announced and the contact centre is swamped with calls from customers wishing to order the sale item.

Join Queue has a Maximum Hold Period (secs) that is repeatedly being achieved, while Interactive Join Queue has both a Maximum Hold Period (secs) and a Maximum Calls in Queue (count) that are being achieved.

Contact Centre Management has organised for another contact centre to accept the excess calls, which are placed in the Holding Queue until they can be accepted by an agent in the alternative call centre.

2. Add Workflow Object

Open the Workspace.
Select Workflows from the Resources menu.
Select a workflow from the list displayed (you can also create a new one). A schematic representation of the workflow is displayed.
Click the Add Workflow Object icon. The New Workflow Object dialog opens.
Select Divert to Holding Queue from the drop-down selection list.

When including Divert to Holding 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.
Dial Time	Select the time period (in seconds) that the object will pause for the destination number to be called. A setting of 15 seconds is recommended.
Queue to Join	Select the name of the destination campaign queue. This will dictate which music-on-hold is played. Call details are recorded so campaign-based reporting can be used to track call volumes. Note An inbound campaign with no assigned agents should be built and a music on hold playlist assigned to the campaign.
Diversion Phone Number	Enter the phone number to which the call will eventually be routed. This is the phone number of the alternate contact centre. If the call is successfully diverted to this number, but there is no answer within the system-defined ringtime, then the call will progress to the next object in the workflow, (e.g. a Play Sound object playing an explanation for the inability to connect and requesting the caller to call back at a less busy time).
CLI	Select the Caller Line Identification Number that will be used for the diversion. This CLI is what the new call recipient will see.
Maximum Queue Seconds	Select how long, in seconds, the call will be held in the holding queue. If no line comes available within this period, the call will progress to the next object in the workflow.
Maximum Queue Calls	Select the maximum number of calls that can be held in the destination queue. Any calls received after this maximum is reached will not be added to the queue, but will simply progress to the next object in the workflow.

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