Escalate Call Distribution Group
The Escalate Call Distribution Group activity allows administrators to escalate a queued contact to its next or last call distribution group. This provides better control and flexibility to administrators to manage contacts that are parked in a queue.
The following sections of the Flow Designer enable you to configure the Escalate Call Distribution Group activity:
General Settings
|
Parameter |
Description |
|---|---|
|
Activity Label |
Enter a name for the activity. |
|
Activity Description |
(Optional) Enter a description for the activity. |
Output Variables
When the Escalate Call Distribution Group activity is triggered, the following variables are updated:
|
Output Variable |
Description |
|---|---|
|
CurrentGroup |
Stores the value of the current call distribution group where the contact is parked in a particular queue. |
|
TotalGroups |
Stores the value of the total number of call distribution groups in the queue for the contact. |
|
FailureCode |
Stores the failure code. The system sets this value only when the activity fails. |
|
FailureDescription |
Stores the failure details. The system sets this value only when the activity fails. |