Engage Voice | Intro to inbound queue events
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Inbound routing overview
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Inbound queue groups
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Inbound queues
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Manual outbound dialing
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Inbound queue events
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Testing inbound queues
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Omni-channel: Digital routing overview
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Omni-channel: Digital queues & skills
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Omni-channel: Queue events
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Omni-channel: Dispositions
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Omni-channel: Routing rules
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Omni-channel: Routing priority
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Omni-channel: Chat widgets
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Omni-channel: Requeue shortcuts
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Omni-channel: Blocked IP
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Omni-channel: Priority groups
In Creating an inbound queue, we discussed that inbound queues can be configured to provide the specific experience you want each caller to have while waiting for an agent to take their call. This experience can be configured by creating queue events, a series of sequential events that the customer will experience once they are routed to the queue.
You can configure queue events to be as simple or complex as you like, from providing hold music for the caller while they wait to providing DTMF input options that the caller can choose from to determine the destination they’d like to route to.
To configure your queue events, you can navigate to Routing > Queues via the left-hand navigation bar, select the queue in which you’d like to configure the events, and click on the Queue Events tab in the queue configuration panel.
About priority queue events
In the Queue Events configuration page, you can create queue events that will typically occur in this queue, but you can also create special queue events — that is, priority queue events — that will occur when specific conditions exist, such as when your queue is closed or when the queue has reached the maximum number of calls.
About Special ANI and Velocity ANI
You can also configure a priority queue event for specific ANIs (Automatic Number Identification) — that is, the phone number of the incoming caller. These priority events allow you to create special queue events for callers that you would like to give special routing priority.
You can create a priority queue event for two different types of ANIs: Special ANI and Velocity ANI. Special ANI priority events can be used for callers you would like to prioritize, such as your VIP customers.
Velocity ANI priority events can be used to flag certain ANIs that call a specific amount of times in a certain amount of days. Once a caller has been flagged, the system will send them through the Velocity ANI queue event.
Velocity ANI priority events can be used to flag certain ANIs that call a specific amount of times in a certain amount of days. Once a caller has been flagged, the system will send them through the Velocity ANI queue event.
For more information about Velocity ANI and Special ANI events, see Managing inbound priority queue events.
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