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Targets a recorded file to be queued to a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge or target agent in order to allow those agents to quickly handle recorded messages while still effectively handling other calls. |
Supported Script Types
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| Generic | Chat | Phone | Voicemail | Work Item |
Properties
- FileName
- The name of the file that will be placed in queue. Must include the file path from the Business UnitFile format associated with Microsoft Excel; may also be expressed as .xlsx Root folder. After the Jan 2010 release, the file path will be from the script location.
- Skill
- Select from the picklist to choose the available voicemail skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge that the file will be placed in queue for.
- From
- Defaults to the ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call. of the caller.
- To
- Defaults to the DNISDialed Number Identification Service; identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. of the caller.
- NewContactIDVar
- The name of the variable that the contact idA unique numerical identifier assigned to each contact. will be saved as once the file is put in queue. Defaults to VMID.
- TargetAgent
- Select from the picklist to choose the target agent that the file will be sent to. Also supports entering a variable (like {AgentID}).
Branches
- Default
- The Default branch condition will be used unless a specific branch condition is met.
- OnError
- The error branch will only be taken if no skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge is passed in the skill parameter. If a skill name is used instead of a skill number, the READPOC action in the System/VoiceMail/Incoming Voicemail script will fail instead of the QUEUEVM action. In both cases, the _ERR variable in the script will contain a description of the error.
Tips and Tricks
- QUEUEVM is typically used after a RECORD action.
- A voicemail skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge must exist for your business unit.
