How to play messages while in the queue

The example shows how to build a flow in Xperience Routing that plays messages to the customer while the phone call waits in the campaign queue.

1. In the Xperience Routing editor, create a new flow.
2. Add blocks.
   1. Start
   2. End
   3. Enqueue phone
   4. Wait while phone in queue
   5. Disconnect phone
   6. Play file.
3. Connect the blocks.

   

4. Select the block Wait while phone in queue and configure the block properties.

   

5. Select the block Play File and configure the block properties.

   

6. Publish the flow in the Altitude uCI Server.
7. Associate the generated IVR script with a campaign.

How does the example work

1. The IVR campaign receives a call.
2. The IVR script runs and enqueues the call in the campaign Sales.
3. If the expected waiting time does not exceed 60 seconds, the call remains in the queue.
4. Otherwise, or if an error occurs, the IVR script plays a message informing the customer that there are no agents available, hangs up the call, and ends.
5. While the call is in the queue:
   1. Plays waiting music.
   2. If the phone call waits more than 300s:
      1. The flow exits the block Wait while phone in queue through the exit point Timeout and proceeds to the block Important message.
      2. The block Important message plays a message and exits.
      3. The flow executes the block Wait while phone in queue.
   3. If the phone call is dequeued:
      1. The flow exits the block Wait while phone in queue through the exit point Success.
      2. The flow ends.