Contacttakeover

Enables a contact to "take on" the priority Skill-based designation of the importance of contacts that determines delivery order. of the original contact that is in a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state or to take its place in queue and to release that contact in a way that indicates that it was replaced by another incoming call, which will have a different Contact ID A unique numerical identifier assigned to each contact value than the original call in queue.

Contacttakeover acts as a Reqagent action in addition to the Callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. takeover properties. When executed, the action:

Sets the Abandoned Flag based on the specified parameter for all contacts found with matching call criteria in a callback state, such as all of the contacts being "taken over."
Saves the PubVarName and PubVarValue pairs in the database as published variables associated with all contacts found with above criteria.
Ends all contacts found with above criteria with a Cause Code 242, Terminated as CallBack Duplicate.
Creates a variable in the current script instance with the name specified in the TakenOverContactIDVar parameter with a value that is the Contact ID of the callback contact that was taken over. The variable will always be one Contact ID, even if multiple callback contacts were found and terminated by this action. If there were multiple contacts the Contact ID used for this variable will be the one that the new contact took its priority Skill-based designation of the importance of contacts that determines delivery order. from.
Places the new contact in queue in the location of the previous contact with the highest priority.

Contacttakeover works in conjunction with the Callback and Querycallback actions.

Supported Script Types

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

Phone

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.
PhoneNumber	The specific phone number you want to use.
Skill	Select an ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If you select Default, the script uses the default skill set in the script when this action fires. If no skill is set in the script, it uses the skill assigned to the associated point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.. You can use a variable in this property.
SetAbandon	Boolean A data type that has two possible values: true and false.. Allows you to set the original or "taken over" call to abandoned call Call that enters the contact center system, but the caller ends the call before reaching an agent for reporting purposes. True sets the Abandoned field in the database to "Y". False sets the Abandoned field in the database to "N". The default value is False.
PubVarName	A value or array that is a published variable name associated with the taken-over contact. The published variable appears in the Custom Data report and can give additional information about the contact.
PubVarValue	A value or array that is a published variable value associated with the taken-over contact. The published variable appears in the Custom Data report and can give additional information about the contact, for example, the Contact ID of the new contact.
TakenOverContactIDVar	The variable name for the Contact ID A unique numerical identifier assigned to each contact of the original or "taken over" call. The default value is TakenOverContactIDVar.
ScreenPopSource	Select the source for screen pop information. Complete this field only if you want to incorporate screen pops into this action. Options are: DefaultFromSkill: Uses the information set in CXone for the skill. This is the default value. UseOnPageOpen : Runs the Onpageopen action. Custom: Uses the URL you provide in the ScreenPopURL property.
ScreenPopURL	Specify the URL you want opened for the agent as a screen pop. You can use a variable in this property. The URL must be complete, including the http://. For example, http://www.yourdomainhere.com. You can append additional information to the end of the URL using variables from Assign actions earlier in the script. The ScreenPop property of the Assign action must be set to True for each variable you want to append to the URL. You also need to modify the ScreenPopURL to include the variables as parameters. Use this format: http://www.yourdomainhere.com?var1=value1&var2=value2 You can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL. The URL specified in this property opens in the default browser. The screen pop appears for the agent when the ACD decides to route the contact to that agent and changes the contact's state to Routing. If you want screen pops to appear at a different time during an interaction, you can use the Runapp action.
Sequence	Define the prompt that the action plays. A prompt can be a prerecorded WAV audio file or text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. (TTS). If the prompt is an audio file, enter the file name enclosed in double quotes. For example, "greeting.wav". If the audio file is located in a different folder, include the path to the file. For example, if the script is in the root folder and the audio file is in a subfolder two levels down, enter "Subfolder\Subfolder2\Audio-file.wav". If the script is in a subfolder one level down from the root and the audio file is in a different subfolder on the same level, enter "\..\Subfolder\Audio-file.wav". If the prompt is text-to-speech, enter the text you want the TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. service to read. Each segment must be enclosed in double quotes and include a string reference character to identify the type of information it is. For example: "%Your account balance is" "silence.wav" "${accountBalance}" For more information about formatting prompts in this property, including the string reference prefix characters to use, see the Prompts page. Some actions with the Sequence property have access to the sequence editor, which is a graphical interface you can use to create prompts. This action doesn't access this editor. However you can use the sequence editor from an action that supports it, such as Play. Add Play to your script and create your prompt sequence. Paste the sequence text from the Sequence field in Play into this action and then delete Play.
ZipTone	Select when you want the zip tone sound played to alert the agent of a new contact. Options are: No ZipTone: The system does not play a zip tone. After Sequence: The system plays a zip tone after the audio file defined in the Sequence property. Before Sequence: The system plays a zip tone before the audio file defined in the Sequence property. The default value is NoZipTone. This property replaces the Ziptone action.

Result Branch Conditions

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.
NotFound	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

In this script example, the Querycallback action uses the ANI and Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to determine if a callback is already scheduled for a contact. If a callback does not exist, then an agent is immediately requested. If a callback does exist, then a menu will offer the contact an option to either keep their callback or to takeover the call and put the contact in queue.

An example script using the CONTACTTAKEOVER action.

Download this script.