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
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 Join Queue from the drop-down selection list.
When you include Join Queue in your automated workflow, enter the following details:
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.
Select the pre-recorded soundfile you wish the agent to hear just before they pick up the call.
Select the inbound campaign that the call will join.
Click Save to keep your new object and to return to the Workflow Builder.