Link

Connects two independent callers and links their voice paths together. You can use Link for inbound and outbound calls.

Some common applications for the Link action include:

  • Find-Me/Follow-Me functions
  • Transferring calls that “hide” busy signals, or “no answer” or even ringbacks
  • 1 Number Applications

A common example for the Link action is when an inbound script executes a Spawn action to initiate another script. The script that spawned plays a voice prompt to the caller. The new script executes in parallel to the script that initiated it and can then execute a Placecall action. Once the destination party answers, the script may then connect the two parties using the Link action.

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

Comparison of Similar Actions

A script that uses a Link action is similar to a script that uses the Transfer action. The differences are:

  • Transfer: Allows the contact to hear a phone ring until the call is answered.
  • Link: Allows you to play music, or to find 1 numbers, and so on while the calls are being linked. Outbound calls require separate scripts when using Link.

Input Properties

These properties define data that the action uses when executing.

Property

Description
DestContactID The Contact IDClosed A unique numerical identifier assigned to each contact of the call with which to connect.
SourcePersistent A true or false drop down list. The selection for this property determines whether the calling party will stay up after the callers disconnect. When True is selected, it prevents the destination legClosed The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. of the call (or called party) from dropping the source leg of the call when it hangs up. Use with caution. The default is False.
DestPersistent A true or false drop down list. The selection for this property determines whether the called party will stay up after the callers disconnect. When True is selected, it prevents the source leg of the call (or calling party) from dropping the destination leg of the call when it hangs up. Use with caution. The default is False.

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

  • In conjunction with Spawn and Placecall, the Link action allows you to develop sophisticated two-party scripts and advanced call solutions. The Source Persistent and Dest Persistent properties allow one leg of a call to remain connected even when the other leg disconnects.
  • Link is not restricted to outbound calls. Two inbound calls may also be linked. All that's required is the calling or called party's unique Contact IDClosed A unique numerical identifier assigned to each contact. Calls that are linked together using Link may also be unlinked. See Unlink for more information.