Queue Treatment

Set up hold messages customers will hear while waiting

To access Queue treatment, select Contact Center Management > Routing, business hours, and queues > Queue treatment:

When you click the GO button on the Queue Treatment card, it will load the landing page.

Create a Queue treatment

1. From the top right-hand side of the landing page, select Add.
2. This will open the Add Queue treatment page:
3. Complete all the required fields in the top section of the page: Name, Partner.
4. Complete all the optional fields in the top section of the page: Business segments and languages.
5. To enable hold messages, click the slider bar for Hold Message. Then search your contentId to see the message in each of your selected languages, before clicking 'Confirm'.
6. To add a message, click Add. Next click on Add message. Then search your contentId to see the message in each of your selected languages, before clicking 'Confirm'.

7. To add music, click Add. Next click on Add music. Fill in a value in seconds, which will be how long the hold music will play.

   • if you have one or more music actions in the queue, you will need to click the 'search music' component, and enter a contentId for the hold music.
8. To add ICD Recommendation, click Add. Next click on Add ICD Recommendation. Fill in the field callback option number in seconds.

9. To add a loop, click Add, and fill out all the fields. Next click on Add loop. Fill in sequence number you wish to loop from and to.

   • any steps that appear after a loop, will not be executed.
   • Loops can't be applied to the first step in the queue, nor can they loop from an earlier step in the queue, to a later one. The Step from and Step to dropdowns will populate with the valid possible configurations.
10. Click Save this will close the window and return you to the list view.

Field Definitions

• Name: allows user to specify friendly name for the configuration.
• Partner: user can select one partner that this rule can apply to.
• Business segments: business segments for the above selected partner.
• Languages: allows user to specify languages of the conversations that the configuration will apply to.
• Message: select the message to be played when the rule is triggered.
• Music: select the music to be played when the rule is triggered.
• ICD Recommendation: select the ICD Recommendation to be executed when the rule is triggered.

Update a queue treatment

1. Find the Queue treatment you wish to edit in the Queue treatment list view.
2. Click on the name in the row for that Queue treatment to open the details window.
3. Once the page opens you can edit the fields you want to change
4. To save the changes, click Save this will close the window and return you to the list view.

Delete a queue treatment

1. Find the Queue treatment you wish to delete in the Queue treatment list view.
2. Click on garbage bin icon on the row for that Queue treatment.
3. Click Delete button on the delete confirmation dialogue box to finish the deletion.