Find Queue by ID action

Find Queue by Id enables you to reference a queue dynamically and find that queue based on an ID at IVR runtime. Use this action with data actions or data table lookup actions. For example, retrieve a queue ID from a data action and pass it into the Find Queue by ID action to obtain a queue reference. Then, use the referenced queue information in a Transfer action. For information on how to find a queue based on the queue name at IVR runtime, see Find Queue 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 by ID 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 ID

Enter the queue ID that locates the queue. At flow runtime, Architect performs a case-insensitive search for the specified queue ID. Also, the system strips any leading or trailing white space included in the ID value. If the system finds an exact match, it returns the queue value.
Queue Result

When the system receives the queue ID 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 ID 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 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 ID. 

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.