Description
The Queue Node places the current call into a queue, where it will be answered in the order it was received.
About
The Queue Node allows you to manage call queues effectively. It creates a named queue, which must be unique across the system.
Key points to note:
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Agents in multiple queues will receive calls in the order they arrive, regardless of the queue.
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You must specify wait music for queued callers, even if it's a simple ringback sound file.
Properties
| Field Name | Type | Description |
|---|---|---|
| Queue Name | String | The unique name of the queue. |
| Members | List | A list of individual agents assigned to the queue. |
| Teams | List | Teams assigned to the queue. |
| Application Data | List | Additional application data associated with the queue. |
| Wait Music | List | The audio files that will loop while the caller is waiting in the queue. This is required. |
| Queue Timeout | Number | Time in seconds before the call exits the queue and follows the Timeout transition. |
| Agent Timeout | Number | Time in seconds to ring an agent before the call follows the No Answer transition. |
| Extra Info | String | Additional information displayed in the dashboard for this queue. |
| Timeout | Transition | The flow transition when the queue timeout is reached. |
| No Answer | Transition | The flow transition if an agent does not answer the call. |
| Agent Busy | Transition | The flow transition when all agents are busy. |
| Agent Failed | Transition | The flow transition when an agent's call handling fails. |
| No Agents Logged In | Transition | The flow transition when no agents are logged into the queue. |
| Wrap After Call | Boolean | Indicates whether the agent will have wrap-up time after handling a call. |
| Record Call | Boolean | Enables call recording for this queue. |
| End Recording After Hangup | Boolean | Ends the call recording automatically after the call is terminated. |
| Recording Ready | Transition | The flow transition triggered when the call recording is ready. |
| Recorded File | AudioFile | The recorded audio file of the call. |
| Recorded File URL | String | The URL of the recorded call file. |
Usage Example
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Assign agents or teams to the queue via the Members or Teams field.
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Specify Wait Music to play for callers while they are in the queue.
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Configure Queue Timeout and Agent Timeout to define fallback behaviors.
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Connect transitions like No Answer or Timeout to handle calls that aren’t answered in time.
This node ensures calls are handled efficiently and allows you to customize caller experiences with wait music and fallback transitions.