QueueInfo
Queue settings applied for department (call queue) extension type, with the 'AgentQueue' value specified as a call handling action
Properties
| Name | Type | Required | Description |
|---|---|---|---|
| transfer_mode | TransferMode | ❌ | Specifies how calls are transferred to group members |
| transfer | List[TransferInfo] | ❌ | Call transfer information |
| no_answer_action | NoAnswerAction | ❌ | Specifies the type of action to be taken if: members are available but no one answers, or all members are busy/unavailable. This option is available for Business hours only. For simultaneous transfer mode only 'WaitPrimaryMembers' and 'WaitPrimaryAndOverflowMembers' are supported |
| fixed_order_agents | List[FixedOrderAgents] | ❌ | Information on a call forwarding rule |
| hold_audio_interruption_mode | HoldAudioInterruptionMode | ❌ | Connecting audio interruption mode |
| hold_audio_interruption_period | int | ❌ | Connecting audio interruption message period in seconds |
| hold_time_expiration_action | HoldTimeExpirationAction | ❌ | Specifies the type of action to be taken after the hold time (waiting for an available call queue member) expires. If 'TransferToExtension' option is selected, the extension specified in transfer field is used. The default value is Voicemail |
| agent_timeout | int | ❌ | Maximum time in seconds to wait for a call queue member before trying the next member |
| wrap_up_time | int | ❌ | Minimum post-call wrap up time in seconds before agent status is automatically set; the value range is from 0 to 300 sec. |
| hold_time | int | ❌ | Maximum hold time in seconds to wait for an available call queue member |
| max_callers | int | ❌ | Maximum count of callers on hold; the limitation is 25 callers |
| max_callers_action | MaxCallersAction | ❌ | Specifies the type of action to be taken if count of callers on hold exceeds the supported maximum |
| unconditional_forwarding | List[UnconditionalForwardingInfo] | ❌ |
TransferMode
Specifies how calls are transferred to group members
Properties
| Name | Type | Required | Description |
|---|---|---|---|
| ROTATING | str | ✅ | "Rotating" |
| SIMULTANEOUS | str | ✅ | "Simultaneous" |
| FIXEDORDER | str | ✅ | "FixedOrder" |
NoAnswerAction
Specifies the type of action to be taken if: members are available but no one answers, or all members are busy/unavailable. This option is available for Business hours only. For simultaneous transfer mode only 'WaitPrimaryMembers' and 'WaitPrimaryAndOverflowMembers' are supported
Properties
| Name | Type | Required | Description |
|---|---|---|---|
| WAITPRIMARYMEMBERS | str | ✅ | "WaitPrimaryMembers" |
| WAITPRIMARYANDOVERFLOWMEMBERS | str | ✅ | "WaitPrimaryAndOverflowMembers" |
| VOICEMAIL | str | ✅ | "Voicemail" |
| TRANSFERTOEXTENSION | str | ✅ | "TransferToExtension" |
| UNCONDITIONALFORWARDING | str | ✅ | "UnconditionalForwarding" |
HoldAudioInterruptionMode
Connecting audio interruption mode
Properties
| Name | Type | Required | Description |
|---|---|---|---|
| NEVER | str | ✅ | "Never" |
| WHENMUSICENDS | str | ✅ | "WhenMusicEnds" |
| PERIODICALLY | str | ✅ | "Periodically" |
HoldTimeExpirationAction
Specifies the type of action to be taken after the hold time (waiting for an available call queue member) expires. If 'TransferToExtension' option is selected, the extension specified in transfer field is used. The default value is Voicemail
Properties
| Name | Type | Required | Description |
|---|---|---|---|
| TRANSFERTOEXTENSION | str | ✅ | "TransferToExtension" |
| UNCONDITIONALFORWARDING | str | ✅ | "UnconditionalForwarding" |
| VOICEMAIL | str | ✅ | "Voicemail" |
MaxCallersAction
Specifies the type of action to be taken if count of callers on hold exceeds the supported maximum
Properties
| Name | Type | Required | Description |
|---|---|---|---|
| VOICEMAIL | str | ✅ | "Voicemail" |
| ANNOUNCEMENT | str | ✅ | "Announcement" |
| TRANSFERTOEXTENSION | str | ✅ | "TransferToExtension" |
| UNCONDITIONALFORWARDING | str | ✅ | "UnconditionalForwarding" |
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