Play audio file at the start of a conversation. For example, with information that all operators are busy.

This requires:

• select "media" in the "File type" field;
• in the "Media" field that appears, select a file that will be played to the subscriber;
• press the "Add" button.

Redirect to a queue to wait for a connection to an operator.

This requires:

• select the incoming queue in the "Queue" field.

Designed to search for information on the subscriber.

This requires:

• enter a variable in the "Destination" field - ${caller_id_number} ;
• enter the queue for which the check is made in the "Queues" field. In this example - "Offline queue";
• enter in the "Set" field  
  member_exists  - id
  

Branch the flow into options for a successful call (success) or missed (abandoned)

This requires:

• enter in the "Variable" field  - ${cc_result}
• enter "successful" and "abandoned" in the "Cases" field.

If

(branch 1)

Check if the call was successful.

This requires:

• enter in the "Expression" field - ${member_exists}

Patch Members

(branch 1)

Cancel the call for this subscriber.

This requires:

• enter in the field "Destination" - ${caller_id_number}

•  enter the queue for which the check is being made in the "Queues" field. In this example - "Offline queue";

• switch "Today" to the off position;
• check the "Stop cause" checkbox and enter "success" in the same field in the "Patch member" element.

If

(branch 2)

Check if the subscriber is not in the queue.

This requires:

•  enter in the field "Expression"  - !${member_exists} 

Callback Queue

(branch 2)

If the subscriber is not in the queue - add to the queue.

This requires:

•  enter  the name of the subscriber in the "Name" field. In this example - Missed client;
• select the queue to which you want to add the subscriber in the "Queue" field. In this example - Offline queue;
• enter the amount of time after which you need to call back in the "Hold (sec)" field, ;
• enter in the "Communication" element, in the "Destination" field ${caller_id_number}
•  select the required type of communication in the "Communication type" field. In the example - "Mobile";
• enter in the "Set variables" fields :

Source - Missed call from inbound queue