Message Queue Type 6 - Task Alert

 

When scheduling a call with a message type of '6' (re-pop a script) , the call back will appear at the foot of the Agent Desktop along with Incomplete Scripts:

 

 

This 'alert' is running a stored procedure MQ_GetQueuedMessages,in the background which is polling the MQ table and looking for messages of type '6' where sentAt collumn is NULL and next SendTime is in the past, or blank.

 

The agent clicks on the link in the Agent Desktop to action the next overdue record / outstanding call, which will be ordered by Priority and NextSendTime.

 

The link will pop the script linked to a DDI of 'CallQueueHandler'.  This DDI should be set up and marked as active in the DDI admin system and linked to a 'Reception' type script which looks for message queue call tasks (message type = 6)  - this 'reception' type script can then be configured to re-pop the original script / session that created the initial task in the message queue table. 

 

Within the script, certain SQL statements will be required to pull back information about the outstanding call actions to be dealt with.  The script can be configured to only show the next record for processing to an agent, or to allow the agent to select from a list of outstanding calls / tasks to process.  The process is entirely flexible and up to the script builder to decide how the system should work.  The script builder will require considerable SQL knowledge to configure the scripts to perform required actions.   Professional Services can be contacted for more advice and assistance if required.