Working with queues

Learn about call models for queues.

Related documentation:

• Suite-level guide
• All services
• Voice Microservices Release Notes

RSS:

• For private edition

Beta Program

Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

For simplicity, the examples on this page use abbreviated attribute values. For example, ConnID 1, which – in actual events – displays as <ConnID>@<metainformation>.

The following comments and abbreviations are used in the call models:

• OPT–Optional.
• DIAL–Might be a dialed number or is not present if Voice Microservices have no information about the other party.

Multiple-queue call treated at an IVR port with treatment at IVR queue

The following table describes a multiple-queue call treated at an IVR port with treatment at the IVR queue.

A	Q1	Q2	Q3	IVR	Agent
Inbound/internal call to Q1	Call to Q1
EventDialing ConnID 1 ThisDN A ThisDNRole Origination OtherDN* Q1 OtherDNRole Destination
	EventQueued ConnID 1 ThisDN Q1 ThisQueue Q1 OtherDN A
		Call placed in second queue
		EventQueued ConnID 1 ThisDN Q2 ThisQueue Q2 OtherDN A
			Call placed in IVR queue for treatment when no agents ready
			EventQueued ConnID 1 ThisDN Q2 ThisQueue Q2 OtherDN A
			EventDiverted ConnID 1 ThisDN Q3 ThisQueue Q3 OtherDN A ThirdPartyDN IVR DN CallState ConverseOn	EventRinging ConnID 1 ThisDN IVR ThisQueue Q3 OtherDN A CallState ConverseOn
				Answer
				EventEstablished ConnID 1 ThisDN IVR ThisQueue Q3 OtherDN A
					Agent Ready
	EventDiverted ConnID 1 ThisDN RQ2 ThisQueue RQ2 OtherDN A ThirdPartyDN AgentDN	EventDiverted ConnID 1 ThisDN Q2 ThisQueue Q2 OtherDN A ThirdPartyDN AgentDN		EventReleased a ConnID 1 ThisDN IVR ThisQueue Q3 OtherDN A	EventRinging ConnID 1 ThisDN AgentDN ThisQueue Q1 OtherDN A
					Answer
EventEstablished b ConnID 1 ThisDN A OtherDN AgentDN CallState OK					EventEstablished ConnID 1 ThisDN AgentDN ThisQueue Q1 OtherDN A CallState OK

a. EventReleased can occur before an agent becomes available because the IVR finishes call treatment.
b. In some deployments, EventEstablished for party A can occur at the same time as the IVR EventEstablished, especially if a call comes through the PSTN.

Abnormal call flow

Interruption Point	A	Q1	Q2	Q3	IVR	Agent
*	EventReleased OtherDN Q1	EventAbandoned ConnID 1 ThisDN Q1 OtherDN A	EventAbandoned ConnID 1 ThisDN Q2 OtherDN A	EventAbandoned ConnID 1 ThisDN Q3 OtherDN A	EventReleased ConnID 1 ThisDN IVR OtherDN A

Multiple-queue, call treated at an IVR port with direct treatment at IVR port

The following table describes a multiple-queue call treated at an IVR port with direct treatment at the IVR queue.

External party	Q1	Q2	IVR	Agent
Inbound/internal call to Q1	Call to Q1
EventDialing ConnID 1 ThisDN A ThisDNRole Origination OtherDN* Q1 OtherDNRole Destination
	EventQueued ConnID 1 ThisDN Q1 ThisQueue Q1 OtherDN A
		Call placed in second queue
		EventQueued ConnID 1 ThisDN Q2 ThisQueue Q2 OtherDN A
			Call placed directly to IVR port
			EventRinging ConnID 1 ThisDN IVR OtherDN A CallState ConverseOn
			Answer
			EventEstablished ConnID 1 ThisDN IVR OtherDN A
				Agent ready
	EventDiverted ConnID 1 ThisDN RQ2 ThisQueue RQ2 OtherDN A ThirdPartyDN AgentDN	EventDiverted ConnID 1 ThisDN Q2 ThisQueue Q2 OtherDN A ThirdPartyDN AgentDN	EventReleased a ConnID 1 ThisDN IVR OtherDN A	EventRinging ConnID 1 ThisDN AgentDN ThisQueue Q1 OtherDN A
				Answer
EventEstablished b ConnID 1 ThisDN A OtherDN AgentDN CallState OK				EventEstablished ConnID 1 ThisDN AgentDN ThisQueue Q1 OtherDN A CallState OK

a. EventReleased can occur before an agent becomes available because the IVR finishes call treatment.
b. In some deployments, EventEstablished for party A can occur at the same time as the IVR EventEstablished, especially if a call comes through the PSTN.

Abnormal call flow

Interruption Point	External party	Q1	Q2	IVR	Agent
*	EventReleased OtherDN Q1	EventAbandoned ConnID 1 ThisDN Q1 OtherDN A	EventAbandoned ConnID 1 ThisDN Q2 OtherDN A	EventReleased ConnID 1 ThisDN IVR OtherDN A

Multiple-queue call with call removed from queue

The following table describes a multiple-queue call with the call removed from the queue.

A	Q1	Q2	IVR	Agent
Inbound call to Q1	Call to Q1
	EventQueued ConnID 1 ThisDN Q1 ThisQueue Q1 OtherDN A
		Call placed in second queue
		EventQueued ConnID 1 ThisDN Q2 ThisQueue Q2 OtherDN A
			Call placed in third queue for treatment when no agents ready
			EventQueued ConnID 1 ThisDN Q3 ThisQueue Q3 OtherDN A
			Call cleared from third queue
			EventDiverted ConnID 1 ThisDN Q3 ThisQueue Q3 OtherDN A CallState Cleared
				Agent ready
	EventDiverted ConnID 1 ThisDN Q1 ThisQueue Q1 OtherDN A ThirdPartyDN AgentDN	EventDiverted ConnID 1 ThisDN Q2 ThisQueue Q2 OtherDN A ThirdPartyDN AgentDN		EventRinging ConnID 1 ThisDN AgentDN ThisQueue Q1 OtherDN A CallState OK
				Answer
				EventEstablished ConnID 1 ThisDN AgentDN ThisQueue Q1 OtherDN A CallState OK