EnQueue

Specifies the logical queue in which the task should be queued. It is a string value.

The logical queue ID is a case-sensitive value. The case used in the EnQueue function must exactly match the case used when creating the logical queue ID with the MultiChannel Framework administration pages.

Specifies the type of task to be inserted. It is a string value. The valid values are:

• email

• generic

The system uses this relative URL to generate the URL of the appropriate application page for the MultiChannel Framework console to launch when an agent accepts this task. The application page should contain the logic to enable the agent to resolve the task and either forward the task using the Forward function or dequeue the task using the DeQueue function.

This is the language code associated with the task to be enqueued. It is a string value that must exist in the PeopleSoft language table.

The queue server only assigns this task to an agent whose list of languages contains this value. For example if an email to be enqueued is written in English, the language code would be “ENG”, and this email would only be assigned to agents whose language list contains English.

This is an optional parameter. It is a string value describing the purpose of the request. This value appears on the agent's console when the system assigns the task.

Specifies the assigned agent. This is an optional, string parameter.

If specified, the system holds the task until the specified agent is available to take this task. If this parameter is left blank, the queue server assigns it to the first available agent.

This is an optional parameter. It is an integer value expressing the overflow timeout in minutes.

The overflow timeout is the time period within which a queue server has to find an agent who accepts the task (clicks on the flashing icon on the MultiChannel console). If the task is not accepted within this time, the task is removed from the queue and placed in the MultiChannel overflow table.

If you do not specify a value, the system uses the default value specified for that task type in the Task Configuration page.

This is an optional parameter. It is an integer value expressing the escalation timeout in minutes.

The escalation timeout is the time period within which a task must be completed by the agent and closed with DeQueue. If the task is not closed within this time, the task is removed from the queue and from the agent's accepted task list, which means the task becomes unassigned. Then the task is placed in the MultiChannel Framework escalation table.

If no value is specified, the system uses the default specified for that task type in the Task Configuration pages.

This is an optional parameter. It is an integer value measuring the workload each task places on an agent. The cost of a task is an estimate of the tasks's expected complexity and of the time required to resolve the task. The minimum value is 0, and there is no maximum value.

The cost of a task is added to an agent's workload after accepting a task on the MultiChannel Framework console. A task can't be assigned to an agent if the difference between the current workload and the maximum workload defined for that agent on the Agent configuration page is less than the cost of this task.

If you do not specify a value, the system uses the default value specified for that task in the Task Configuration pages.

This is an optional parameter. It is an integer value expressing the priority level of the request. The minimum value is 0 and there is no maximum value.

A higher value means a higher priority. Tasks are ordered on a physical queue based on their assigned priority. That is, the system assigns a task of a higher priority before it assigns a task of a lower priority.

If no value is specified, the system uses the default value specified for that task type in the Task Configuration page.

When tasks have the same priority, the system orders the tasks according to the time they were created. For example, suppose the following tasks exist: Priority 2 created at 11:15 AM and Priority 2 created at 11:16 AM. In this case, the system assigns the task created at 11:15 AM before the task created at 11:16 AM.

This is an optional parameter. It is an integer value expressing the minimum skill level required of the agent to whom the system routes the request. You set an agent's skill level in the Agent configuration page.

The queue server assigns this task type to an available agent on that queue whose lowest skill level is greater than or equal to the skill level required by the task.

If no value is specified, the system uses the default value specified for that task type in the Task Configuration page.