In-Queue Scripts

Define automated tasks for customer sessions waiting in queue

At a Glance

Intelligent Routing
Improve service by keeping customers informed while they wait
Intelligent Routing
Play announcements, give options
Intelligent Routing
Identify customers and take action according what is known about them
Intelligent Routing
Ask for feedback, do surveys

About In-Queue Scripts

To provide high quality customer service, users may want to perform tasks on a queued customer session, in order:

  • for the system to provide information to the caller while in the queue
  • to retrieve data about the caller, and manage the session based on that data
  • for the caller to provide information to the system while in the queue.

Softdial Contact Center™ (SCC) provides this functionality using in-queue scripts, created within Softdial Scripter™, Sytel’s powerful and intuitive work flow design tool. Scripter allows a non-developer to create complex and flexible task flow without needing to write code.

In-Queue Scripted Tasks

A script is simply a set of steps in the form ‘in response to X, do Y’, linked in sequence to form a process flow. Scripts are assigned to queues, so that when a session enters a queue, the assigned script runs and the steps defined are actioned.

Usage examples

Many tasks can be performed on a queued session to improve customer service, including:

  • Playing recordings or text-to-speech to the caller, e.g. with queue position or average wait time
  • Using a caller’s CLI/ originating address to identify the caller, by performing a lookup against a database, using Scripter’s SQL Query and Data Lookup steps
  • Re-queueing a call based on the result of a query. For example, if a caller is identified as having a particular customer profile such as overdue for a bill payment, the call can be redirected to a queue specialised for collections.
  • Assigning a preferred agent to a session. For example, if the caller has been in contact with the contact centre in the last 24 hours, the last agent they contacted could be deemed to be the preferred agent to help them again. If that agent is currently logged in, the session may be tagged to be delivered to them as soon as they become available.
  • Having the customer complete a survey while they are waiting. This allows the customer’s time in the queue to be used in a way that is productive to the contact centre. The survey length could be determined by the caller’s expected wait time: the longer the wait, the more survey questions may be asked.

As these tasks are performed before a session is dequeued to an agent, queued calls retain their position in the queue, and therefore give an accurate representation for reporting purposes of the activity that took place.

Designing scripts

Scripts are developed in Scripter using a drag-and-drop design tool to create flow charts, familiar to most as a method for visualising business process.

The designer has an extensive library of commonly used script components which can be simply dragged onto the design area, and connected into a process flow.

This screenshot from Scripter Designer shows the process flow for an example in-queue script.

In this example, a recorded message is played to the caller while in queue, to advise them of their queue position, followed by hold music.
In this example, a recorded message is played to the caller while in queue, to advise them of their queue position, followed by hold music.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Optimised Inbound Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialer; maximum performance under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app