Using Queues

In FreeClimb, Queues are used to hold callers until they receive the necessary service (e.g., connection to a call or adding to a conference). FreeClimb creates Queues on demand and deletes them as soon as there are no additional callers in the Queue.

More specifically, Queues help with the following functionality:

  • Automatic bridging: connecting calls from the callers (who have been placed in a Queue) to a service representative. You can also choose to provide callers with hold information (e.g., expected wait time, location in the Queue) while they are in the Queue using Queues webhooks
  • Custom actions: examples include offering to call the caller back after they have spent a predetermined period of time on hold and, if the caller accepts, hanging up on the caller

Queues operate using the first-in-first-out (FIFO) principle.

Working with Queues Using the API

FreeClimb API offers multiple endpoints allowing you control over your Call Queues. You can:

  • Get Queues (either a specific Queue or a list of all active options)
  • Create a Queue
  • Update a Queue

You can also manage Queue Members using the API. Actions available include:

  • Get a member by call_id
  • Get the head member (first in Queue)
  • List all members
  • Dequeue a member by call_id
  • Dequeue the head member

Working with Queues Using PerCL

Using the Performance Command Language (PerCL), you can add the user from a current call to the call Queue. Conversely, you can remove a waiting caller from the Queue and proceed with actions involving the subsequent user. For more information on the PerCL commands related to Queues, see Queue Members.

Webhooks for Queues

For more information on the Webhooks used in the creation and management of Queues, see Queues.

Updated 2 months ago

Using Queues


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