Find Queue action
Dynamically referenced queues enable you to find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
From the Toolbox, expand the Find category and drag a Find Queue action into the appropriate location in the task editor.
|Queue Name||Enter the queue name or an expression that locates the queue. For example, Append(Left(“Marks”,4),”eting”). At runtime, Architect performs a search for the specified queue. If the system finds an exact match, it returns the queue value.|
When the system receives the queue value, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow.
Configure found and not found paths
This path indicates that Architect located the queue within the organization.
Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action action.
Note: The Queue Result field only populates when the flow follows the Found path.
This path indicates that Architect did not find the matching queue.
Note: The Queue Result field does not populate when the flow follows the Not Found path.