Queuecallback

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.

PhoneNumber

The phone number the action searches for in the queue callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state in queue. The default value is {ANI (automatic number identification) Also known as caller ID. Listed phone number of an incoming voice call.}.

CallerID

callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue.

The pricing for a call can change based on the Caller ID. Contact your account representative if you have any questions about which Caller ID numbers are valid.

Defaults to {DNIS}.

CallDelaySec

TargetAgent

Select an agent from the dropdown if you want a specific agent to handle contacts routed by the skill you specify in the Skill property. For example, if you have an agent who is an expert in one niche field, you could set their name to take the contact when an agent is requested. You can use a variable in this field. For example, {AgentId}.If the target agent is unavailable, CXone queues the contact until they become available. If the target agent refuses the call, CXone routes the contact to any other available agent with the same skill.

PriorityManagement

• Default from Skill: This option will use the Priority Management configured in CXone.
• Custom: This option will override the settings in CXone.

InitialPriority

MaxPriority

Define the prompt that the action plays. If the prompt is an audio file, enter the file name enclosed in double quotes. For example, "greeting.wav".

If the prompt is text-to-speech, click the ellipsis button and enter the text you want the TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. service to read. Each segment must be enclosed in double quotes and include a string reference character to identify the type of information it is. For example: 

"%Your account balance is" "silence.wav"  "${accountBalance}"

For more information about formatting prompts in this property, see the Manage PromptsManage Prompts page.

You can use the Sequence Editor from an action that supports it, such as Play, then copy and paste the sequence text from the Sequence field in that action into this action.

ZipTone

Select when you want the zip tone sound played to alert the agent of a new contact. Options are:

• No ZipTone: The system does not play a zip tone.
• After Sequence: The system plays a zip tone after the audio file defined in the Sequence property.
• Before Sequence: The system plays a zip tone before the audio file defined in the Sequence property.

The default value is NoZipTone. This property replaces the Ziptone action.

ScreenPopSource

Select the source for screen pop information. Complete this field only if you want to incorporate screen pops into this action. Options are:

• DefaultFromSkill: Uses the information set in CXone for the skill. This is the default value.
• UseOnPageOpen: Runs the Onpageopen action.
• Custom: Uses the URL you provide in the ScreenPopURL property.

ScreenPopURL

Specify the URL you want opened for the agent as a screen pop. You can use a variable in this property.

The URL must be complete, including the http://. For example, http://www.yourdomainhere.com.

You can append additional information to the end of the URL using variables from Assign actions earlier in the script. The ScreenPop property of the Assign action must be set to True for each variable you want to append to the URL. You also need to modify the ScreenPopURL to include the variables as parameters. Use this format:

http://www.yourdomainhere.com?var1=value1&var2=value2

You can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL.

The URL specified in this property opens in the default browser. The screen pop appears for the agent when the ACD decides to route the contact to that agent and changes the contact's state to Routing. If you want screen pops to appear at a different time during an interaction, you can use the Runapp action.

HighProficiency

Enter the highest skill proficiency an agent can have to receive a contact from this action. Proficiency values are whole numbers from 1 to 20, with 1 being the best and 20 being the worst.

LowProficiency

Enter lowest skill proficiency an agent must have to receive a contact from this action. Proficiency values are whole numbers from 1 to 20, with 1 being the best and 20 being the worst.

RoutingAttribute

Select the specific attribute to use in the routing criteria. When requesting agents, only agents with the specified Skill and RoutingAttribute combination are selected to receive contacts. Use the UpdateContact action to change or remove the routing attribute later in the script. The default option is Not Applicable. Variable substitution is commonly used for this property.

Default

Error