Transfer to Queue

When Entry Point open check value comes back OPEN | CLOSED | HOLIDAY | CLOSURE

1. Choose “Transfer to Queue” from the dropdown and the queue action configurations will appear.

2. Select the queue you wish to transfer to from the queue dropdown.

3. Select the queue treatment flow you wish to use from the queue treatment dropdown.

   1. If you wish to use a Flow Engine Queue Treatment, check the box that says “Select from your custom queue treatments then select your custom queue treatment.

4. If you wish to change the priority of the call, toggle the “Add caller to the queue with priority” switch and select a priority 1-5 (1 highest 5 lowest).

5. If you have chosen a separate initial open check value in Basic Setup Step 1.3 from the queue you have selected for transfer, you may choose to perform a “secondary” open check on the selected queue. The secondary open check is terminating, meaning if the queue is not open, the call will disconnect. If you don’t choose to do a secondary open check on the selected queue, the transfer to queue will be made no matter the queue's current operating status.

   1. Check “Secondary open check”

   2. The open check will be performed on the queue based on how its hours are configured in Calendar Management.

   3. If you wish to use the Holiday/Closure messages from Calendar Management leave the “Holiday” and “Closure” box to the left clicked. If you wish to override the Calendar Management message for either holiday or closure, un-check the boxes and write in your message by clicking on the edit icon. Since calendar management does not return a message for a CLOSED status, you can also write in an optional message if the queue comes back closed.