https://all.docs.genesys.com/index.php?action=history&feed=atom&title=VM%2FCurrent%2FVMEventsandModels%2FWorkWithQueues 2026-05-12T17:45:58Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=VM/Current/VMEventsandModels/WorkWithQueues&diff=123938&oldid=prev 2022-06-30T18:31:41Z

<p>Created page with &quot;{{ArticleSimplifiedWikiEdit |DisplayName=Working with queues |Context=Learn about call models for queues. }} For simplicity, the examples on this page use abbreviated attribut...&quot;</p> <p><b>New page</b></p><div>{{ArticleSimplifiedWikiEdit<br /> |DisplayName=Working with queues<br /> |Context=Learn about call models for queues.<br /> }}<br /> For simplicity, the examples on this page use abbreviated attribute values. For example, ConnID '''1''', which &amp;ndash; in actual events &amp;ndash; displays as &lt;''ConnID''&gt;@&lt;''metainformation''&gt;.<br /> <br /> The following comments and abbreviations are used in the call models:<br /> *OPT&amp;ndash;Optional.<br /> *DIAL&amp;ndash;Might be a dialed number or is not present if Voice Microservices have no information about the other party.<br /> <br /> ==Multiple-queue call treated at an IVR port with treatment at IVR queue==<br /> The following table describes a multiple-queue call treated at an IVR port with treatment at the IVR queue.<br /> <br /> {{{!}}<br /> {{!}}'''A'''<br /> {{!}}'''Q1'''<br /> {{!}}'''Q2'''<br /> {{!}}'''Q3'''<br /> {{!}}'''IVR'''<br /> {{!}}'''Agent'''<br /> {{!}}-<br /> {{!}}'''Inbound/internal call to Q1'''<br /> {{!}}'''Call to Q1'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}EventDialing&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN* '''Q1'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q1'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Call placed in second queue'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> ThisQueue '''Q2'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Call placed in&lt;br/&gt;IVR queue&lt;br/&gt;for treatment&lt;br/&gt;when no agents&lt;br/&gt;ready'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> ThisQueue '''Q2'''&lt;br/&gt;<br /> OtherDN A<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q3'''&lt;br/&gt;<br /> ThisQueue '''Q3'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> ThirdPartyDN '''IVR DN'''&lt;br/&gt;<br /> CallState '''ConverseOn'''<br /> {{!}}EventRinging&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''IVR'''&lt;br/&gt;<br /> ThisQueue '''Q3'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> CallState '''ConverseOn'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Answer'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventEstablished&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''IVR'''&lt;br/&gt;<br /> ThisQueue '''Q3'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Agent Ready'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''RQ2'''&lt;br/&gt;<br /> ThisQueue '''RQ2'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> ThirdPartyDN '''AgentDN'''<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> ThisQueue '''Q2'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> ThirdPartyDN '''AgentDN'''<br /> {{!}}<br /> {{!}}EventReleased &lt;sup&gt;a&lt;/sup&gt;&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''IVR'''&lt;br/&gt;<br /> ThisQueue '''Q3'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}EventRinging&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''AgentDN'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Answer'''<br /> {{!}}-<br /> {{!}}EventEstablished &lt;sup&gt;b&lt;/sup&gt;&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> OtherDN '''AgentDN'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventEstablished&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''AgentDN'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}}<br /> <br /> a. EventReleased can occur before an agent becomes available because the IVR finishes call treatment.&lt;br/&gt;<br /> 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.<br /> <br /> ===Abnormal call flow===<br /> {{{!}}<br /> {{!}}'''Interruption Point'''<br /> {{!}}'''A'''<br /> {{!}}'''Q1'''<br /> {{!}}'''Q2'''<br /> {{!}}'''Q3'''<br /> {{!}}'''IVR'''<br /> {{!}}'''Agent'''<br /> {{!}}-<br /> {{!}}*<br /> {{!}}EventReleased&lt;br/&gt;<br /> OtherDN '''Q1'''<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q3'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}EventReleased&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''IVR'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}}<br /> <br /> ==Multiple-queue, call treated at an IVR port with direct treatment at IVR port==<br /> The following table describes a multiple-queue call treated at an IVR port with direct treatment at the IVR queue.<br /> <br /> {{{!}}<br /> {{!}}'''External party'''<br /> {{!}}'''Q1'''<br /> {{!}}'''Q2'''<br /> {{!}}'''IVR'''<br /> {{!}}'''Agent'''<br /> {{!}}-<br /> {{!}}'''Inbound/internal call to Q1'''<br /> {{!}}'''Call to Q1'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}EventDialing&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN* '''Q1'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q1'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Call placed in second queue'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> ThisQueue '''Q2'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Call placed directly to IVR port'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventRinging&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''IVR'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> CallState '''ConverseOn'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Answer'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventEstablished&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''IVR'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Agent ready'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''RQ2'''&lt;br/&gt;<br /> ThisQueue '''RQ2'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> ThirdPartyDN '''AgentDN'''<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> ThisQueue '''Q2'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> ThirdPartyDN '''AgentDN'''<br /> {{!}}EventReleased &lt;sup&gt;a&lt;/sup&gt;&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''IVR'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}EventRinging&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''AgentDN'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Answer'''<br /> {{!}}-<br /> {{!}}EventEstablished &lt;sup&gt;b&lt;/sup&gt;&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> OtherDN '''AgentDN'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventEstablished&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''AgentDN'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}}<br /> <br /> a. EventReleased can occur before an agent becomes available because the IVR finishes call treatment.&lt;br/&gt;<br /> 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.<br /> <br /> ===Abnormal call flow===<br /> {{{!}}<br /> {{!}}'''Interruption Point'''<br /> {{!}}'''External party'''<br /> {{!}}'''Q1'''<br /> {{!}}'''Q2'''<br /> {{!}}'''IVR'''<br /> {{!}}'''Agent'''<br /> {{!}}-<br /> {{!}}*<br /> {{!}}EventReleased&lt;br/&gt;<br /> OtherDN '''Q1'''<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}EventReleased&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''IVR'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}}<br /> <br /> ==Multiple-queue call with call removed from queue==<br /> The following table describes a multiple-queue call with the call removed from the queue.<br /> <br /> {{{!}}<br /> {{!}}'''A'''<br /> {{!}}'''Q1'''<br /> {{!}}'''Q2'''<br /> {{!}}'''IVR'''<br /> {{!}}'''Agent'''<br /> {{!}}-<br /> {{!}}'''Inbound call to Q1'''<br /> {{!}}'''Call to Q1'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q1'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Call placed in second queue'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> ThisQueue '''Q2'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Call placed in third queue for treatment when no agents ready'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q3'''&lt;br/&gt;<br /> ThisQueue '''Q3'''&lt;br/&gt;<br /> OtherDN '''A'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Call cleared from third queue'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q3'''&lt;br/&gt;<br /> ThisQueue '''Q3'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> CallState '''Cleared'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Agent ready'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q1'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> ThirdPartyDN '''AgentDN'''<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''Q2'''&lt;br/&gt;<br /> ThisQueue '''Q2'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> ThirdPartyDN '''AgentDN'''<br /> {{!}}<br /> {{!}}EventRinging&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''AgentDN'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Answer'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}EventEstablished&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''AgentDN'''&lt;br/&gt;<br /> ThisQueue '''Q1'''&lt;br/&gt;<br /> OtherDN '''A'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}}</div>

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