Join Queue

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

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.

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:

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.