Configuring Inqueue routing

You can select Inqueue workflows, such as the Default UPiQ Inqueue workflow, to run when a call enters into a queue. You can build your own workflow in the Workflows Canvas or you can associate an Inqueue workflow to the queue. For information on building workflows, see "Building workflows".

Inqueue workflows containing Connect to Caller activities require UPiQ ports provisioned for the system. Associating these workflows to queues without having UPiQ ports returns a validation error when saving the workflow or queue. To provision UPiQ ports for the system, see "Configuring extension port options for IVR Routing".

For information on the Default Inqueue and Callback workflows, see "IVR Routing default workflows and subroutines".

Note:

Inqueue workflows cannot be associated to Ring Groups.

The following procedures explain how to:
  • Add and associate a new Inqueue workflow to a queue
  • Associate an existing Inqueue workflow to a queue
  • Remove an association to an Inqueue workflow
To add and associate a new Inqueue workflow to a queue
  1. Select a voice queue and click the Inqueue Workflow tab.
  2. Click the Add button.

    The default Inqueue workflow is added to the queue.

  3. Configure the Inqueue workflow.

    For procedures, see "Building workflows".

  4. Click Save.
To associate an existing Inqueue workflow to a queue
  1. Select a voice queue and click the Inqueue Workflow tab.
  2. Click the Browse button.
  3. Select a workflow and click OK.
  4. Click Save.
To remove an association to an Inqueue workflow
  1. Select a voice queue and click the Inqueue Workflow tab.
  2. Click the Clear button.
  3. Click Save.
Parent topic: Configuring queues
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