How to enqueue an interaction

The example shows how to build a flow in Xperience Routing that enqueues a call.

1. In the Xperience Routing editor, create a new flow.
2. Add blocks and sequences to design the flow.

   

3. Select the block Enqueue phone and configure the block properties.

   

4. Publish the flow in the Altitude uCI Server.
5. 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.