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  • 1.  Check for Emergency Activation in In-Queue Flow

    Posted 02-05-2021 02:36
    No replies, thread closed.
    Does anyone know how to perform a check in the in-queue flow to see if an emergency was activated in order to reroute calls?
    #ArchitectureandDesign

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    Mark Keitges
    Alberta Health Services
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  • 2.  RE: Check for Emergency Activation in In-Queue Flow

    Posted 02-05-2021 03:05
    No replies, thread closed.
    Hi Mark

    Just have an evaluation schedule/group in there - probably near the top.  If you have different emergency groups and schedule groups then you'll need some type of data table to maybe identify which schedule group to use based on the queue the call is there for.  Unfortunately you can't pass in schedule group as a variable so you'll need to use a switch at that point.  But having these actions near the top of the in-queue flow means it will then check them again each time the in-queue flow logic restarts and loops back around.  If you don't want to go the route of using a schedule group (which will include specifying an emergency group) you could create a Data Action that looks up just the emergency group.  But you'd still need some logic to identify which group it is you're wanting to check if there's multiple groups involved.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 3.  RE: Check for Emergency Activation in In-Queue Flow

    Posted 02-05-2021 09:47
    No replies, thread closed.

    Hi Vaun,

     

    That worked!

     

    Thanks for your help!

     

    Mark

    _____________________________ 

    Mark Keitges

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    Communications & Collaboration Technologies (CCT)

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