Name: Enter a name for the Wait for Agent. Use a name that describes for which queue the caller is waiting in to speak to an agent. For example, use "VIP Queue" if the agent is waiting for the VIP Queue.
Call Priority (source): Indicates whether the Call Priority takes its value from the Call Priority List or from a Variable. Select Call Priority List, to assign a call priority value to the call. Select Variable to assign a variable value to the Call Priority.

Note: If a user changes the priority of a call in queue from the CCM, that change in the CCM will override the initial priority setting made here, in the IVR Studio, for that call.

Call Priority (value): Indicates the priority of the call in queue in terms of a numeric value. Call priority values range from 1-10:

  • 1 = highest priority; a call with a priority of 1 is answered immediately in queue, by the next available agent
  • 5 = normal priority; a call with a priority of 5 will be answered in queue within the average call answer time
  • 10 = lowest priority; a call with a priority of 10 will be answered in queue once all calls ranked with a higher priority are answered

Note: Calls, by default, are set with the 5 (Normal) priority.
Call Priority (variable): Indicates the priority of the call in queue in terms of the defined variable. To set call priority to take its value from a variable, set Call Priority (source) to Variable and type a Variable Name in the Call Priority (variable) field. Use in conjunction with the Set Variable BF and the Conditional BF.

Music prompt Id: From the Music prompt Id drop down menu select the Id number that belongs to the music prompt that will be played while a caller is on hold waiting to speak to an agent.

Play on Hold prompt Ids: Here you will add message prompts and/or length of time music prompts are played between messages while a caller is on hold waiting to speak to an agent. After a Music prompt is selected from the Music prompt Id drop down:

  1. Click Add and select a Message prompt to be played for the caller on hold
  2. Click Add again and select a time, in seconds, for the music to play before the same or different prompt message is played

The pattern of music and message prompts played will repeat until the Dequeue Timeout time is reached.
Dequeue Timeout (seconds): This is the amount of time that will pass before the Dequeue message is played. This message is played to inform the caller that there is a high volume of calls in the queue. In the Dequeue Timeout field enter the length of time, in seconds, the system will wait before playing the Dequeue prompt.
Screen Popup Command: Enter a URL to trigger a screen pop. Table below lists all variables that can be used and their description.

Acceptable URL Variables and their Descriptions
Variable Name Description
%ani% Calling Number
%cid% Call ID
%dnis% Number Dialed (Dnis)
%srvname% Name of the queue
%extra% Additional information (captured by the IVR). Note: this value will pull all content from the "extra Info" section as a continuous string including any text and any variable values added and represented by their respective number in order (i.e{1} or{2}. for this reason, be sure to keep the "extra Info" section clear of any content unwanted as a screen pop parameter if you choose to use this function.
%sid% Agent's session id
%uid% Agent's username
%pwd% Agent's password (should never be used unless strictly necessary)

Extra Info Text: Define lines of information to show to the agent on the CCA application. Every line has a label and a value. In the Extra Info Text, enter the label that will appear in the CCA.
(The value will be taken from a variable.)
Extra Info Variables: Add all extra variables. For each variable, click Add and type a name (matching the naming as per your IVR design as desired)  for the variable. Represent the variable value with a placeholder "{1}" , "{2}" etc in the order of the variables as you have added them.