Softdial Scripter™ - Step Library

Requeue

Used to transfer a call session to a queue for handling by agents in that queue.


1. Group Address (Mandatory) The queue to queue the call to. Can be in the same or a different campaign.
2. Send Call Data (Optional) Specifies whether to add the Data (DT) parameter to the Requeue [RQ] message (to return data to Softdial CallGem™)
  • True - add the Data (DT) parameter
  • False - do not add the Data (DT) parameter
3. Hint Agent (Optional) From v10.7.1552 - The agent endpoint that the ASD should attempt to connect the session to
4. Hint User (Optional) From v10.7.1552 - The user that the ASD should attempt to connect the session to. The ASD will select a valid endpoint for the user
5. Destination Failure Behaviour (Optional) From v10.7.1552 - Default handling of what to do if a hint agent is not present or a timeout is reached before the session can be dequeued. Options are:
  • Drop
  • Queue
  • Overflow
6. Hint Timeout (Optional) From v10.7.1552 - The timeout (in seconds) when waiting for a hint agent to become available to handle the session

Requeue - Inputs

Fig. 1 - Requeue - Inputs

None

Depending on the result of the ReQueue operation:

1. Next
2. Fail

Requeue - Outcomes

Fig. 2 - Requeue - Outcomes