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) – multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software

Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

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 Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Optimise agent usage and balance workloads in real-time without human intervention, across all media channels

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


Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing 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™

Automation to optimise any outreach strategy

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

By Business Type


A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing


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