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How to perform queue operations through Handlers

  • 1.  How to perform queue operations through Handlers

    Posted 10-11-2019 14:12
    Hi All, 

    I want  to perform certain queue operations through Handlers, i wanted to know which handler or customization point i should leverage.

    Use Case: 

    While in queue
    Step 1: Play Hold Music for X seconds 
    Step 2: Call a subroutine to validate certain conditions 
    Step 3: Perform operations based on the conditions validated in the subroutine 
    Step 4: Return to Step 1

    This can be achieved by Attendant but the issue is i have to come out of queue to perform the operations basically to call the subroutine and other tasks and then re-queue the interaction( I do not want to re-queue it as it will reset the interaction time in queue ) 

    I tried to put the operations in CustomACDCallHolding but it's not taking the operations i have specified there. 
    Also, i tried customizing  CustomInAttInQueueOperation but no luck. 


    Is there any way i can achieve it through Handlers? 

    Any inputs will be really helpful. 

    Thanks.
    #Handlers

    ------------------------------
    Raghav Gupta
    Accenture USA
    ------------------------------


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