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Setup - Social Messaging
API
Queue
Description
| Component | Description |
|---|---|
| Queue | Action to queue calls to be able to distribute the calls to the configured agents. |
Node Properties
| Node Properties | Description | Input type |
|---|---|---|
| Select Queue | Select the queue on which the action should be performed. The queues can be created on the queue menu item | Select from list |
| Ring Timeout | Timeout before a call unanswered call to an agent is returned to the queue. Default value (empty field) is 20 seconds; minimum value is 10 seconds. | String |
| Queue Timeout | Timeout when a caller is waiting xx seconds in the queue. Minimum value for the Queue Timeout is 10 seconds. | String |
| Replace Virtual | Enterprise feature only. Option to replace the Virtual Call record in the Queue with the current incoming call, while retaining the position in the Queue. Possible options are Global (replace the virtual call record when calling a different queue) and Within queue (replace the virtual call with the incoming call in the same queue). | Select from list |
| Alt. Transfer Mode | Workaround for Microsoft bug when using a third party teams compliance recording solution | Select from list |
| Prio | Insert variable which contains an integer to prioritize the caller in the Queue. | Variable |
| Preferred Agent | Insert Azure GUID or email address of an agent. (Available in the Enterprise subscription) | String |
| Language Aware Routing | Enterprise feature only. When enabled, the Queue invites only agents whose language matches the incoming call’s language. For an agent to be invited, their language must be configured on the Agents admin page. The call’s language is determined by the Resource Account default and can be overridden at runtime with the Set Language action. The Queue’s regular routing method still applies. Note: If no language-capable agent is available, the call waits in queue until one becomes available or a Queue Timeout redirects it. Consider routing timed-out calls to a non-language-aware Queue as a fallback. |
Checkbox |
Link Properties
| Link Properties | Description | Input type |
|---|---|---|
| Loop | This link is followed when the agent accepts a call to be transferred. You could for instance send a webhook to an application | Loop |
| AgentSelected | This link is followed when the call center selects an agent to route the call to. You could for instance send a webhook to an application | AgentSelected |
| AgentConnected | This link is followed when the agent picks up the call. | AgentConnected |
| TransferFailed | This link is followed it the transfer to the agent fails. | TransferFailed |
Mapping
| Mapping | Description | Value |
|---|---|---|
| RequestId | Select the integer variable for storing the RequestId the call | Select from list |