Join Agent

1. Description

It is designed to put the subscriber in the agent's queue.

The block (Fig. 1.(1)) is used in space to build the Flow. The settings panel for this component opens (Fig. 1.(2)) when you click on the block.

1.1. Join Agent block

The block consists of the following elements:

1. The name of the component;

2. In branch — receiving (connecting with the previous block) branch;

3. Bridged branch —  to act on the connection event (the agent accepted a call);

4. Out branch — outgoing (connecting with the following block) branch.

When hovering over the Out, or Bridged field, a switch appears. The switch allows this component to be connected to a component that already has a connection.

The presence of an   icon indicates that the switch is on, and this component can be connected to a component that already has a connection.

Changing the switch position removes the outgoing branch of this component.

The   button deletes the block from the Flow Schema.

1.2. Join Agent settings panel

It consists of the following elements (Fig. 2):

1.2.1. Agent Extension

Here, enter the extension of the Agent to whom you want to put the subscriber.

1.2.2. Queue name

Here, enter the name of the Queue to display to the Agent.

1.2.3. Ringtone

It is intended for selecting a media file that will be played while the subscriber is waiting. Clicking on the field opens a drop-down list with available media files. You can select from the drop-list or set it manually.

1.2.4. Add button

After clicking the button, the selected ringtone is displayed as a chip with the option to remove it.

1.2.5. Cancel distribute

Responsible for removing an Agent from a reservation (used in a predictive or progressive Queue) if the Agent is reserved.

• - do not remove the Agent from the reservation;

• - remove the Agent from the reservation;

1.2.6. Processing element

This block is used to configure the logic of call processing by the agent.

When the toggle Waiting for call result is enabled , additional processing parameters become available:

• Field Dynamic processing schema;

• Field Notify to continue after (sec);

• Field Postprocessing time (sec);

• Toggle Allow postprocessing prolongation.

1.2.7. Field Dynamic processing schema

Selection of the schema that defines the display of the dynamic page.

1.2.8. Field Notify to continue after (sec)

The number of seconds before the end of the processing time after which the agent will see the continue button.

1.2.9. Field Postprocessing time (sec)

The amount of time in seconds that is added to post-processing when the continue button is clicked.

1.2.10. Toggle Allow postprocessing prolongation

Intended to allow repeated extension of post-processing.

If the toggle is enabled , additional parameters appear:

• Field Number of repeats;

• Field Time for prolongation (sec).

1.2.11. Field Number of repeats

A numeric field for defining the number of possible repeated post-processing extensions.

1.2.12. Field Time for prolongation (sec)

A numeric field for specifying the amount of time (in seconds) that will be added with each extension.

1.2.13. Break

Responsible for the completion of the flow execution.

• — initiates the end of the flow execution after the given component.

• — the switch is in the off position.

1.2.14. Limit

It is intended to determine the maximum number of passes through this component.

The failover branch appears in the edited component when the limit is set .

The failover branch will be used if more passes are passed through the component than entered in the Max field.

Clicking on the Add Limit button adds a Max field and a Delete limit button.

The number of possible passes is indicated in the Max field.

Clicking on the Delete limit button removes the limit and returns the Add limit button.

Fig. 3. Setting a limit

1.2.15. Add description

When you click the Add description button, a Description field and a Delete description button will be added.

The Description field is used to add comments to the component.

Clicking the Delete description button removes the description field and brings back the Add description button.

Fig. 4. Add description