Contents

Select Call

This Telephony tool searches a list of queues serially to determine if one of those queues contains a call that should be assigned to the station. The call ID for an alerting or held call in one of the listed queues is returned. Any remaining conditions in the list are ignored. If multiple calls in the queue satisfy the criteria, the one with the longest time in that has been alerting or on hold the longest is used. This tool is typically used after CIC detects a station has gone off-hook, triggering the Station Off Hook initiator. If none of the following conditions are met, dial tone is played.

Note: This tool does not take a user’s status into consideration. If your status is set to Do Not Disturb, you will still receive an alerting call or a call on hold when you pick up your station.

Condition	Action taken
Station queue has an alerting call	Returns that call ID.
Station queue has a call on hold	Returns that call ID.
Any user queue being actively monitored by the station has an alerting call	Returns that call ID.
Any user queue being actively monitored by the station has a held call	Returns that call ID.
Any workgroup queue being actively monitored by the station has an alerting call	Returns that call ID.
Any workgroup queue being actively monitored by the station has a held call	Returns that call ID.
No-one is logged in at this station and any user queue for which the station is the default workstation has an alerting call	Returns that call ID.
No-one is logged in at this station and any user queue for which the station is the default workstation has a held call	Returns that call ID.
	Dialtone for an outgoing call.

Inputs

Queues to Search

The list of queues to search. This list is typically, but does not have to be, output from the Query Monitored Queues tool.

Select on-hold calls from Station Queue only?

Set to True if you do not want to pick up held calls from the workgroup queue. Note that calls in the user queue will also appear in the station queue and thus still be available when this option is selected.

Outputs

Call Identifier

The ID for the call to connect to the station.

Exit Paths

Success

This tool takes the Success exit path if the Queues to Search are valid queues.

Failure

This tool takes the Failure exit path if Queues to Search contains invalid queue identifiers, or if none of the searched queues contain alerting or held calls.