I'm queueing calls to a particular skill group.
I'd like the calls in queue exit when the queue time exceeds a threeshold.
I'm using the Call.TimeInQueue variable: in the "Queue to skill group" I set the "Consider If" tag at the following: Call.TimeInQueue<20
I think this means that whaile the queue time is less then 20 seconds the call remains in queue to the skill group (true branch), when the time exceeds 20 sec the call is sent to the fault branch in the skill group step.
This doesn't happens.
I guess my suppositions are not correct... Is there another way to manage this? Do you have any examples?
I have attached a screenshot of call flow script to show what i mean.
Hope this helps.
The consider if statement only applies once the call arrives to the queue to skill group node. The call is never being managed by the IVR, ICM always has call control. I am not 100% sure I understand what you're trying to accomplish, but this is my best guess based on what you've said:
Call comes in and hits a queue to skill group node.
Call exits successfully and it goes to a run external script which plays a prompt and some music for 60 seconds.
Call exits successfully and goes to an if node that checks if the time in queue is greater than 20 seconds, since the call was in the IVR for 60 seconds, this is a true statement.
*Call goes to a dequeue node and then send to a new queue to skill group node with a higher priority.
*this could be anything, once you know you want to treat the call different it is up to you how you handle this.