Is Alertable?

The purpose of this Telephony tool is to determine whether a call on a workgroup, user, or station queue may alert that queue. Once this tool has determined whether the call may alert on the queue, use the exit paths to process the call.

Note: This tool should not be used if the call is, or is going to be, flagged for ACD processing.

Workgroup Queues
A call can alert on the workgroup queue (and take the Success exit path from this tool) if:

• at least one workgroup member is logged in and monitoring the specified workgroup queue.

• at least one workgroup member has an available status.

• at least one workgroup member is not off hook.

User Queues
A call can alert on a user queue (and take the Success exit path from this tool) if:

• that user is logged in and monitoring that queue.

• that user has an available status.

• that user is not off hook.

Station Queues
A call can alert on a station queue (and take the Success exit path from this tool) if:

• that station does not have an active call or a call on hold.

• that station is not offhook.

Inputs

Queue Identifier

The identifier for the queue to query.

Examples:
"Workgroup Queue:Support"
"User Queue:JohnD"
"Station Queue:JohnDPC"

Outputs

Status Message Name

Contains a valid result when the input (Queue Identifier) is a user queue. When valid, it contains the user's current status, such as Available, Gone Home, or Out of Office.

Date and Time for status

Valid only when querying a user queue set to a status with a return time, such as "On Vacation" or "Out of the Office." This is the date and time the user has designated as the return time. The value of this variable can be played as a prompt for the caller as part of an IVR handler. This value is invalid for workgroup and station queues.

Is date in StatusDateTime set?

Valid only when querying a user queue, this Boolean variable has a value of true if the date for the status is set. This value is invalid for workgroup and station queues.

Is time in StatusDateTime set?

Valid only when querying a user queue, this Boolean variable has a value true if the time for the status is set.

List of stations which should be alerted

This list of string value contains a list of all of the stations to be alerted. This station list should be explicitly checked for at least one value before retrieving the first element. It is possible for Is Alertable? to return Success even when this list is empty. This can occur if the user's Ring Phone attribute is false or if a workstation's Ring Always attribute is false.

Workgroup Queues
Is Alertable? creates a list of all stations associated with available workgroup members who are not off hook and in an available status.

User Queues
Is Alertable? creates a list of all station info into which the user is logged. This includes workstations connected to a computer on which the user has logged into a CIC client, stations through which a user has logged in remotely. This value is filled only if that user queue is alertable.

Station Queues
Is Alertable? adds the identifier for the queue being queried if that station queue is alertable.

Monitoring Stations

The list of stations that are monitoring the queue specified in the Queue Identifier input parameter.

Monitoring Users

The list of users who are monitoring the queue specified in the Queue Identifier input parameter.

Remote Telephone Number

Returned only when querying a user queue, this is the remote telephone number (if on has been set by the user) for this queue.

Can Take Additional Calls

This value is determined by comparing the number of call appearances with the number of active calls on the SIP station. The value is TRUE if the device is a SIP station and the number of call appearances is greater than the number of active calls on the SIP station. Otherwise, the value is FALSE.

Exit Paths

Success

This step takes the Success exit path if the queue is alertable. See the tool overview for a list of these conditions.

OnPhone

This step takes the OnPhone exit path in the following circumstances:

Workgroup: If all members of the workgroup are unavailable and at least one workgroup member is on the phone.

User: If that user has an active call on his or her user queue.

Station: If that station has an active call or a call on hold (which would result from a switch hook flash operation).

UseStation

User Queues only: This step takes the UseStation exit path if the user is not logged in but has a ringable default workstation configured. This step only takes the UseStation exit path if the queue type is User and if the Success exit path is not taken. This would occur if the user is not logged in, but has one or more default workstation configured that do not have other users logged in to them.

Remote

User Queue only: This step takes the Remote exit path if the agent's status is set to Available, Forward and the agent has a remote telephone number.

Failure

This step takes the Failure exit path if no one is monitoring the queue and the queue is not a station queue. This step also takes the Failure exit path if the call object goes away.