Hold Contact

Places a contact on hold.

This action functions like the API for holding a session - see the holdASession API on the developer portal for more information.

Dependencies

  • This action always needs to be preceded by the SetSecurityUser action to get the securityUser.
  • This action always needs to be preceded by the JoinAgentSession action to get the sessionId.

  • This action is found on the Framework tab in Studio.

Input Properties

These properties define data that the action uses when executing.

Property

Description
Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

SecurityUser The output value of the SetSecurityUser action which authenticates a selected agent based on their permissions in the security profile. This field accepts variable formatted with curly braces ( { } ). The default value is SecurityUser (same default output value of SetSecurityUser).
SessionId The unique ID assigned to the agent's login session within the CXone system.
ContactID The contact IDClosed A unique numerical identifier assigned to each contact for which you want to obtain details.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description
Default Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
OnSuccess Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
OnInvalidSecurityUser Path taken when an invalid security user is used.
OnInvalidAgentSession Path taken if the SessionID entered is invalid.
OnInvalidContactId Path taken if the requested Contact ID is invalid.
OnInvalidState Path taken if a value other than Unavailable or Available is entered.