UnlinkAgent

Disconnects the agent station from the contact in CXone but keeps the agent leg The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. connected to the call. This differs from the Unlink action, which removes the agent from the call completely and puts the call back in a post-queue state. Once UnlinkAgent removes the agent from the call, the agent can use their physical phone (PBX Internal telephone network that manages an enterprise's incoming, outgoing, and internal voice calls.) to transfer the call to a department within your organization that's outside of CXone.

You need to use the Indicate action and OnSignal action to create a button agents can click to begin the UnlinkAgent logic. After unlinking themselves from a call, the agent enters the next agent state in their workflow. However, they need time to transfer the contact or they could have another call route to them before they transfer the contact. You can prevent this scenario in one of two ways:

Have your agents unlink the call before transferring and give them time in a working state like ACW State that allows an agent to complete work requirements after finishing an interaction . This lets them complete the physical transfer before receiving another call in the agent application.
Have your agents transfer the call on their phone before unlinking it in the agent application. This order of actions is less intuitive, so plan to give extra training to your agents on this process.

After the contact is transferred, your contact reports will show them in a PostQueue state for the remainder of the call. You won't be able to monitor these contacts in the Active Contacts report or your CXone Dashboard widgets.

Dependencies

Calls transferred by this method utilize a port from the time the agent transfers the call until the call ends.
Certain types of phones cannot support this kind of transfer, including softphones.
You can use UnlinkAgent in any inbound or manual outbound phone script. You cannot use it in a Personal Connection script.
After the contact is transferred, your contact reports will show them in a post-queue state for the remainder of the call. You won't be able to monitor these contacts in the Active Contacts report or your CXone Dashboard widgets.

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

Properties

None

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. For UnlinkAgent, the error message is "UnlinkAgent failed."

Script Example

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

Download a basic UnlinkAgent script

Download an UnlinkAgent in a custom personal queue script