Go to Manage → Queues to set up a Custom queue used to distribute custom activities.
Create a New Custom Queue/Edit a Custom Queue
Go to Manage → Queues.
To create a new queue from scratch, click Add new and select Custom.
To use an existing queue as a template for your new one, click Clone in the Actions column.
To edit an existing queue, click its title.
The queue details will open.
Custom Queue Details
Fill out the Unique queue number, Title and Description (optional), then set up your queue.
Queue Number Auto-Suggestion
Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).
Save your queue.
Don't forget to set up:
-
which Agents can use the queue.
-
the queue's relations.
-
the queue's widget scheme.
See Queues for instructions.
Custom activities can only be created via the Daktela API using a POST request at the endpoint /api/v6/activities with the payload:
{"type" : "CUSTOM"}
To distribute the activity in a custom queue, the API request must contain either:
-
the queue's unique name, e.g.
{"queue" : "869980"}
You can find the queue's unique name by opening it in the web app – the name will be displayed in the address in the browser's address bar, e.g.
yourpbx.daktela.com/manage/queues/custom/update/869980
or
-
a Custom record type's unique name, e.g.
{"record_type" : "types_60fa7c3025547213196671"}
The Custom record type must also be linked with the queue.
You can find the custom record type's unique name by opening it in the web app – the name will be displayed in the address in the browser's address bar, e.g.
yourpbx.daktela.com/manage/recordTypes/update/types_60fa7c3025547213196671
You can also fill your Custom record type's custom fields via an API request with the payload:
"customFields": {"customFieldName": ["value"]}
e.g.
"customFields": {"email": ["daktela@daktela.com"]}