Create Prospects v2
Adds prospective contacts to a Personal Connection campaign. Specifically, there is a notion of checking in and out prospective contacts from a lead source and bringing them into the platform. Create a map of the lead source with the CREATESOURCEMAP action.

This version of CREATEPROSPECTS supports multi-number contacts.

Dependencies

Create Prospects v2 is used with multi-number support.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

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

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

Generic

 Email Chat Phone Voicemail Work Item SMS

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.

SkillNo The Personal Connection ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to associate the prospective contacts to. This drop-down lists all outbound skills for a business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.
SourceName The name of the source where the records originated. Provides a logical grouping of records within the system. If you have an invalid or missing source map, you may receive a Missing External ID error.
Data The dynamic data object that contains the prospective contacts to create/update.
NoTimeZoneReject If the time zone for a contact cannot be determined, the system can either use the time zone listed in the TimeZone property or reject the contact. Enter Yes to use the specified time zone or No to reject the contact.
TimeZone The time zone that contacts default to if CXone cannot automatically identify a time zone.
DefaultExpirationDate Default expiration date to use if a row level expiration date is not supplied.

Output Properties

These properties contain variables that hold data returned from executing the action. They're available for reference and use when the action completes.

Property

Description
Results (out) A dynamic data object containing the results of the action executing. Results are records that succeeded and failed. The result of every record is represented in one of two groups: SuccessfulRecords or FailedRecords. Each record is appended with a new column, ResultCode, which contains the message for success or fail.

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.

OnError

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 example is not a complete script. Additional scripting work is required to use this action.

The control script shown below is meant to be a brain script that will be signaled to get new contacts for dialing when the queue is below the desired thresholds on the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Make sure you also select this script in the Skill Parameters: XS Settings parameters in the settings of a Personal Connection (PC) skill in CXone.

Brain Script

Double-click any of the Assign variables to see the Assign Properties window:

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Subscript

The Runsub action (caption is Run Create Prospects Script) in the brain script above opens the following subscript, which is used to pull records out of the CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. and submit them for consideration to be dialed.

Double-click any of the Assign Variables to see the Assign Properties window:

The reason for the two scripts is due to the fact that the brain script gets interrupted, which you don't want to happen.

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