Info

Gathers information to view the number of portsClosed Where information transfers, over a network, between a computer and a server. (in real-time) that you are using in your business unitsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

Because the Info action retrieves port use data, the most popular and frequent use of the action is in a script that verifies you have enough ports available, as shown in the following sample phone script example. If you do not have enough ports available, a caller will most likely hear a busy signal rather than connecting to your contact center.

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

AllContacts

The number of all active contacts that are currently running through that are associated with your business.

ActiveVoice

The number of voice ports that are currently in use.

ActiveEmail

The number of email ports that are currently in use.

ActiveChat

The number of chat ports that are currently in use.

EmailPortsAllocated

The number of ports that have been configured for email contacts.

VoicePortsAllocated

The number of ports that have been configured for voice contacts.

ActiveVoicemail

The number of voicemail ports that are currently in use.

ActiveCallback

The number of callbacks currently in-queue awaiting delivery. These calls do not consume a voice port while in this state. Note: best practice is to avoid allowing callbacks to accumulate to an amount greater than can be handled in a reasonable amount of time.

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.

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.

This script is used to check the number of voice ports in use. Take notice of the early use of Info in the script to capture data on all the port types in use. If the percent of voice ports is less than 90%, the script returns to the beginning to check again.

The frequency of the check is determined using the NOW variable (in the Current Check Assign action) and the Last Check variable (in the Getvalue action). The NotifyDiff Assign action then subtracts Last Check from Current Check. The NotifyDiff (If action) then uses the NotifyDiff >900 expression to follow one of two branches. If the difference between last check and current check is less than 900 seconds (15 minutes), then the LastCheck value is removed, and the CurrentCheck value is placed in Putvalue. If the difference between last check and current check is greater than 900 seconds, then an email goes out from CXone to the customer, notifying them of the high use of voice ports.

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