DNC Add Via Skill

Adds a phone number to the DNC group through the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge that is associated to and contributing to the group.

Supported Script Types

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.
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 assigned to the associated point of contact. You can use a variable in this property.
PhoneNumber	The specific phone number you want to use.
AgentNo	Specifies the agent ID that initiated the action. No entry in this property means the system will use 0 as the agent number. To set this property to the agent of the current contact, use {global:__AgentID}.
ExpirationDate	Date of expiration for the group. The expiration applies only to this group. No entry in this field means the group never expires. You can enter only the current date or a future date.

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.

Tips & Tricks

• Use the _err variable to access the message in the event that an error occurs.
• If you want to add a global DNC number, use DNC Add Via Group.
• The default value in the Skill property depends on the selection you have in CXone. Change the default value by opening the Personal Connection skill in CXone, clicking the Do Not Call tab, and then modifying the Default Contributing DNC Group section.
• Assign the skill in CXone by clicking Manage and selecting DNC. You can open any group and assign skills to the group.

Script Example

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

In this script example, Begin triggers the script, and DNC Lookup checks to see if a phone number is included in the DNC list assigned to the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If the number is not on a DNC list, then a menu provides options for the user. They can click 1 to request an agent, or they can click 2 to be added to the DNC list that is assigned to the skill. A message will then play, telling them they have been added to the list and will not be contacted again.

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