Hi All,
I need to perform certain queue operations through handlers. I am not sure in which custom handler or customization point i should make the changes.
Use Case:
1. The call should stay in queue if no agent is available to receive the interaction.
2. Need to perform below operation while call is in queue
a. Play Audio for 30 Seconds
b. Call a subroutine that will validate certain conditions and based on the conditions i need to either re-skill or disconnect or simply return back
c. If came out of step 2 by not applying any changes( that's one condition in which i donot perform any task and simply return) goto: step a
its like a loop if the interaction is not answered. Any point during the queue operation is the agent is available the call should be routed to him.
I am not able to perform this via Handlers, reson being i need to come out of queue operations to call the subroutine and then transfer back the call to workgroup ( which in my opinion is not a good practice)
If i can get any leads how to achieve this functionality it will be a great help.
Thank you all in advance!!
- Raghav
#Handlers------------------------------
Raghav Gupta
Accenture USA
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