Pull Outbound Agent

Pulls an agent from a specified outbound Personal Connection ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to take an inbound call. Upon completion of the inbound call, the agent will be returned to the outbound ACD skill.

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.
outBoundSkillNo	ACD Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. number for the Personal Connection skill that the agent is being pulled from.
inBoundSkillNo	Skill number of the inbound skill requesting the agent.
agentWaitTime	The length of time an agent waits after getting pulled out of dialer before going back in.
requestTimeout	Time the request will wait for a response before it times out.
favorOutbound	Determines whether the outbound agent is pulled away from the outbound ACD skill until the system has adjusted pacing to avoid abandoned Call that enters the contact center system, but the caller ends the call before reaching an agent. calls. If enabled, the outbound agent is not pulled away. If disabled, the agent is pulled away from the outbound skill as soon as they are not active on another call, even if the agent is currently listening to a ringing call. There is an increased risk of abandoned calls if this option is disabled. Set to True to enable or False to disable.

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
ErrorMessage	If an error occurs, the text in this property will be provided as the explanation.

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.
OnSkillStopped	Path taken if the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. from which you requested the agent be pulled is no longer running.
OnNoAgents	Path taken if no agents are logged into the requested Personal Connection skill.
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.
OnTooManyPullRequests	The system has a limit of the requests queued up to be handled. If the limit is reached, the script follows this path, and any other requests are denied.
OnIsPriorityBlended	Path taken if the outbound Personal Connection skill from which you are requesting agents be pulled has priority blending Allows you to combine outbound calls with your inbound queue, based on call priority. enabled. Calls are denied. You cannot pull agents from this skill.
OnIsAgentless	Path taken if the outbound Personal Connection skill has been configured for agentless handling. The call is denied. There are no agents available in an agentless skill.