Interface ContactServiceQueue

Configuration for a contact service queue

interface ContactServiceQueue {
    active: boolean;
    agents?: QueueAgent[];
    agentsLastUpdatedByUserEmailPrefix?: string;
    agentsLastUpdatedByUserName?: string;
    agentsLastUpdatedTime?: number;
    assistantSkill?: AssistantSkillMapping;
    callDistributionGroups: CallDistributionGroup[];
    channelType: "EMAIL" | "CHAT" | "TELEPHONY" | "FAX" | "VIDEO" | "OTHERS" | "SOCIAL_CHANNEL";
    checkAgentAvailability: boolean;
    controlFlowScriptUrl: string;
    createdTime?: number;
    defaultMusicInQueueMediaFileId: string;
    description?: string;
    id?: string;
    ivrRequeueUrl: string;
    lastUpdatedTime?: number;
    maxActiveContacts: number;
    maxTimeInQueue: number;
    monitoringPermitted: boolean;
    name: string;
    organizationId?: string;
    outdialCampaignEnabled?: boolean;
    overflowNumber?: string;
    parkingPermitted: boolean;
    pauseRecordingPermitted: boolean;
    queueRoutingType: "TEAM_BASED" | "SKILL_BASED" | "AGENT_BASED";
    queueSkillRequirements?: QueueSkillRequirement[];
    queueType: "OUTBOUND" | "INBOUND";
    recordingAllCallsPermitted: boolean;
    recordingPauseDuration?: number;
    recordingPermitted: boolean;
    routingType: "LONGEST_AVAILABLE_AGENT" | "SKILLS_BASED" | "CIRCULAR" | "LINEAR";
    serviceLevelThreshold: number;
    skillBasedRoutingType?: "LONGEST_AVAILABLE_AGENT" | "BEST_AVAILABLE_AGENT";
    socialChannelType?: "WHATSAPP" | "MESSAGEBIRD" | "MESSENGER" | "APPLE_BUSINESS_CHAT" | "GOOGLE_BUSINESS_MESSAGES";
    subscriptionId?: string;
    systemDefault?: boolean;
    timezone?: string;
    vendorId?: string;
    version?: number;
    xspVersion?: string;
}

Properties

active agents? agentsLastUpdatedByUserEmailPrefix? agentsLastUpdatedByUserName? agentsLastUpdatedTime? assistantSkill? callDistributionGroups channelType checkAgentAvailability controlFlowScriptUrl createdTime? defaultMusicInQueueMediaFileId description? id? ivrRequeueUrl lastUpdatedTime? maxActiveContacts maxTimeInQueue monitoringPermitted name organizationId? outdialCampaignEnabled? overflowNumber? parkingPermitted pauseRecordingPermitted queueRoutingType queueSkillRequirements? queueType recordingAllCallsPermitted recordingPauseDuration? recordingPermitted routingType serviceLevelThreshold skillBasedRoutingType? socialChannelType? subscriptionId? systemDefault? timezone? vendorId? version? xspVersion?

Properties

active

active: boolean

Whether the queue is active

Optional agents

agents?: QueueAgent[]

List of agents for agent-based queue

Optional agentsLastUpdatedByUserEmailPrefix

agentsLastUpdatedByUserEmailPrefix?: string

Email of user who last updated agents list

Optional agentsLastUpdatedByUserName

agentsLastUpdatedByUserName?: string

User who last updated agents list

Optional agentsLastUpdatedTime

agentsLastUpdatedTime?: number

When agents list was last updated

Optional assistantSkill

assistantSkill?: AssistantSkillMapping

Assistant skill mapping

callDistributionGroups

callDistributionGroups: CallDistributionGroup[]

Call distribution groups

channelType

channelType: "EMAIL" | "CHAT" | "TELEPHONY" | "FAX" | "VIDEO" | "OTHERS" | "SOCIAL_CHANNEL"

Channel type (TELEPHONY, EMAIL, SOCIAL_CHANNEL, CHAT, etc.)

checkAgentAvailability

checkAgentAvailability: boolean

Whether to check agent availability

controlFlowScriptUrl

controlFlowScriptUrl: string

Control flow script URL

Optional createdTime

createdTime?: number

Creation timestamp in epoch millis

defaultMusicInQueueMediaFileId

defaultMusicInQueueMediaFileId: string

Default music in queue media file ID

Optional description

description?: string

Description of the queue

Optional id

id?: string

Unique identifier for the queue

ivrRequeueUrl

ivrRequeueUrl: string

IVR requeue URL

Optional lastUpdatedTime

lastUpdatedTime?: number

Last updated timestamp in epoch millis

maxActiveContacts

maxActiveContacts: number

Maximum number of simultaneous contacts

maxTimeInQueue

maxTimeInQueue: number

Maximum time in queue in seconds

monitoringPermitted

monitoringPermitted: boolean

Whether monitoring is permitted

name

name: string

Name of the Contact Service Queue

Optional organizationId

organizationId?: string

Organization ID

Optional outdialCampaignEnabled

outdialCampaignEnabled?: boolean

Whether outdial campaign is enabled

Optional overflowNumber

overflowNumber?: string

Overflow number for telephony

parkingPermitted

parkingPermitted: boolean

Whether parking is permitted

pauseRecordingPermitted

pauseRecordingPermitted: boolean

Whether pausing recording is permitted

queueRoutingType

queueRoutingType: "TEAM_BASED" | "SKILL_BASED" | "AGENT_BASED"

Queue routing type

Optional queueSkillRequirements

queueSkillRequirements?: QueueSkillRequirement[]

Queue skill requirements

queueType

queueType: "OUTBOUND" | "INBOUND"

Queue type (INBOUND, OUTBOUND)

recordingAllCallsPermitted

recordingAllCallsPermitted: boolean

Whether recording all calls is permitted

Optional recordingPauseDuration

recordingPauseDuration?: number

Recording pause duration in seconds

recordingPermitted

recordingPermitted: boolean

Whether recording is permitted

routingType

routingType: "LONGEST_AVAILABLE_AGENT" | "SKILLS_BASED" | "CIRCULAR" | "LINEAR"

Routing type

serviceLevelThreshold

serviceLevelThreshold: number

Service level threshold in seconds

Optional skillBasedRoutingType

skillBasedRoutingType?: "LONGEST_AVAILABLE_AGENT" | "BEST_AVAILABLE_AGENT"

Skills-based routing type

Optional socialChannelType

socialChannelType?: "WHATSAPP" | "MESSAGEBIRD" | "MESSENGER" | "APPLE_BUSINESS_CHAT" | "GOOGLE_BUSINESS_MESSAGES"

Social channel type for SOCIAL_CHANNEL channelType

Optional subscriptionId

subscriptionId?: string

Subscription ID

Optional systemDefault

systemDefault?: boolean

Whether this is a system default queue

Optional timezone

timezone?: string

Timezone for routing strategies

Optional vendorId

vendorId?: string

Vendor ID

Optional version

version?: number

Version of the queue

Optional xspVersion

xspVersion?: string

XSP version

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