Dynamically referenced queues enable you to find a queue based on its name at IVR runtime. Use this action to source data from a data action or data lookup tables. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue. For information on how to find a queue by an ID, see Find Queue by ID action.

Notes:
  • The dynamic lookup limit for a unique type is 25.
  • Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
  • The total lookup limit per flow is 100.

From the Toolbox, expand the Find category and drag a Find Queue action into the appropriate location in the task editor.

Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Queue Name Enter the queue name or an expression that locates the queue. For example, Append(Left(“Marks”,4),”eting”). At runtime, Architect performs a search for the specified queue. If the system finds an exact match, it returns the queue value.
Queue Result

When the system receives the queue value, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow. 

Configure found and not found paths

Name Description
Found

This path indicates that Architect located the queue within the organization. 

Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action action.

Note: The Queue Result field only populates when the flow follows the Found path.
Not Found

This path indicates that Architect did not find the matching queue. 

Drag the appropriate action below the Not Found path so that it follows the route you want the interaction to take. For example, send an automatic reply or transfer the action to the main menu.

Note: The Queue Result field does not populate when the flow follows the Not Found path.