Configuring the Connect to Caller activity

When a caller is waiting in queue, the Connect to Caller activity finds an available UPiQ port and enables the port to connect to the caller. The activity then executes a subroutine that plays UPiQ messages to callers waiting in queue, based on criteria you specify.

To specify this criteria, you can assign the Connect to Caller activity the default UPiQ subroutine, or a reconfigured version of the default UPiQ subroutine. If the caller hangs up or if the activity is not able to connect to the caller, the Failure branch is followed. If no available UPiQ port is found, the No Port Available branch is followed.

For information on configuring the Connect to Caller activity in UPiQ workflows, including the Failure and No Port Available branches, see "Default Inqueue UPiQ workflow and subroutine".

The Connect to Caller activity is available in Inqueue workflows.

Note:

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".

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