API for managing call queues.
Call Queues are used to assign one or more Call Queue Agents to a queue to service calls into the Find Me Module, such that the caller can be transferred to the first available Call Queue Agent or wait in a holding queue until the next one becomes available.
Please see the Call Queue Members API to manage the association between Call Queues and Agents
GET /accounts/services/callqueues
Return a list of call queues.
GET /accounts/services/callqueues/{Id}
Return a specific call queue entry by Id.
POST /accounts/services/callqueues
Create a new call queue entry.
PUT /accounts/services/callqueues
Update an existing call queue entry.
DELETE /accounts/services/callqueues/{Id}
Delete the specified call queue entry.
Call Queue Members API
Call Queue Agents API
Looking up a Resource (single objects, lists and tabular data)
Creating a Resource
Updating a Resource
Deleting a Resource
{
"CallQueueId": 0,
"CallQueue": "",
"Description": "",
"Enabled": false,
"Origin": "",
"ConnectingPrompt": "",
"EnterQueuePrompt": "",
"AnnounceCallerPosition": false,
"AnnounceHoldTime": false,
"OnHoldPrompt": "",
"OnHoldContinuePrompt": "",
"MaxCallers": 0,
"ProvideCallbackOption": false,
"PromptToHold": false,
"CallQueueType": 0
}
Call Queues are used to assign one or more Call Queue Agents to a queue to service calls into the Find Me Module, such that the caller can be transferred to the first available Call Queue Agent or wait in a holding queue until the next one becomes available.
| Field Name | Type | Size | Description |
|---|---|---|---|
| CALL_QUEUE_ID | bigint | 8 | Primary key. |
| CALL_QUEUE | varchar | 40 | Name of this call queue |
| DESCRIPTION | varchar | 40 | Description off this call queue |
| ACCOUNT | varchar | 40 | Account associated with this agent. |
| ENABLED | bit | 1 | Specifies whether or not this entry is active. 0 - Disabled 1 - Enabled |
| ORIGIN | varchar | 40 | This optional entry allows you to set the ORIGIN that will be used to rate and/or route calls during transfers that take place from this call queue. This setting is useful in allowing the rate and/or route to be modified for calls to an agent based on how long a caller has waited in the queue because they have migrated from one queue (e.g. ORIGIN is blank) to another (e.g. ORIGIN=Priority) because the FIND_ME_SCHEDULE_ITEMS.CALL_TIMEOUT was exceeded and they were placed into another queue from a higher priority Find Me Schedule Item, and the ORIGIN of 'Priority' can be used to select a Rate Plan entry with an ORIGIN of 'Priority' and/or a Route Group entry with an Outbound Route with the same ORIGIN. |
| CONNECTING_PROMPT | varchar | 40 | Name of prompt to play when connecting to an agent. |
| ENTER_QUEUE_PROMPT | varchar | 40 | This optional setting is used to specify the prompt (e.g. FIND_PLEASE_HOLD.VOC) to play to callers just as they are entering the call wait queue, or if PROVIDE_CALLBACK_OPTION is set to 'TRUE' the prompt (e.g. FIND_CONTINUE_HOLD_CB.VOC) to play to confirm if the caller wishes to wait (1), disconnect or route to voice mail (2), or be called back when an agent becomes available (3). |
| ANNOUNCE_CALLER_POSITION | bit | 1 | 1=Announce caller position in queue; 0=Do not announce caller position |
| ANNOUNCE_HOLD_TIME | bit | 1 | 1=Announce estimated hold time; 0=Do not announce estimated hold time |
| PROMPT_TO_HOLD | bit | 1 | 1=Play a comfort prompt asking the user to please hold right before they are transferred to an agent; 0=No prompt |
| ON_HOLD_PROMPT | varchar | 40 | Name of the prompt to play when PROMPT_TO_HOLD=1 |
| ON_HOLD_CONTINUE_PROMPT | varchar | 40 | This optional setting is used to specify the prompt (e.g. FIND_CONTINUE_HOLD.VOC or FIND_CONTINUE_HOLD_CB.VOC) to play to caller's when FIND_ME_SCHEDULE_ITEMS.CALL_TIMEOUT wait time has been exceeded to confirm if they wish to continue to hold. |
| MAX_CALLERS | smallint | 2 | When this setting is set to a non-zero value, it specifies the maximum number of people who can wait in the call queue. If the number of callers specified with this setting is exceeded the caller will either be disconnected or routed to the destination specified by the FIND_ME_SCHEDULE.VOICE_MAIL_BOX (e.g. route to Voice Mail if using the optional Voice Mail and PBX Module). |
| PROVIDE_CALLBACK_OPTION | bit | 1 | This setting when checked will allow callers to be provided with the option to save their place in the queue but disconnect and receive a callback when the next call agent becomes available. |
| CALL_QUEUE_TYPE | tinyint | 1 | 0=Call Center; 1=PBX This setting determines the type of queue where a 'Call Center' queue is one where you have dedicated Call Agents who explicitly log into and out of the system and Call Agents can be associated with one or more queues. In the 'PBX' mode Call Agents (or lines) are not dedicated resources and so they may be busied without the system's knowledge. In 'PBX' mode a Call Agent (or line) can only be associated with a single Queue and is typically used when trying to provide call queuing functionality in more of a PBX-type implementation. |