Contacttakeover

 

Enables a contact to "take on" the priority Skill-based designation of the importance of contacts that determines delivery order. of the original contact that is in a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state or to take its place in queue and to release that contact in a way that indicates that it was replaced by another incoming call, which will have a different Contact ID A unique numerical identifier assigned to each contact. value than the original call in queue.

Supported Script Types

Phone

Properties

Property	Details
PhoneNumber	The specific phone number you want to use.
Skill	Allows you to define an ACD skill. If the value is set to Default, the script uses the default skill assigned to the associated point of contact.
SetAbandon	A true/false value to set the original or "taken over" call to abandoned call Call that enters the contact center system, but the caller ends the call before reaching an agent. for reporting purposes. True would set the Abandoned field in the database to "Y". False would set the Abandoned field in the database to "N". The default value is False.
PubVarName	A value or array that is a published variable name associated with the taken-over contact. The published variable appears in the Custom Data report and can give additional information about the contact.
PubVarValue	A value or array that is a published variable value associated with the taken-over contact. The published variable appears in the Custom Data report and can give additional information about the contact, for example, the Contact ID of the new contact.
TakenOverContactIDVar	The variable name for the Contact ID A unique numerical identifier assigned to each contact. of the original or "taken over" call. The default value is TakenOverContactIDVar.
ScreenPopSource	The source of the screen pop information. DefaultFromSkill uses the information set in CXone for the skill. Custom uses the ScreenPopURL property. The default value is DefaultFromSkill.
ScreenPopURL	The URL to open in the default browser. Additional information can be appended using variables. All ASSIGN variables marked as "ScreenPop = TRUE" will be appended to the URL using the URL encoding format: http://www.niceincontact.com?var1=value1&var2=value2
Sequence	Determines the order in which audio files (whether pre-recorded or TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) are played by the action. You can enter values directly in the field, or you can double-click the action icon to use the Prompt Manager. TTS has a 300 character limit. If you enter values in the Sequence property field, you must use the correct formatting for each item. You can specify the exact text that you want the TTS service to say, such as: "%Your account balance is". You can also include variables, such as: "${accountBalance}".  If you use variables, ensure that your script passes the variable value to the action containing the prompt.
ZipTone

Branches

Branch	Details
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 other branches are not defined.
NotFound	Path taken when the action fails to execute properly.

Tips & Tricks

• Contacttakeover works in conjunction with the Callback action and the Querycallback action.
• Contacttakeover acts as a Reqagent action in addition to the Callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. takeover properties. When executed, the action:
  • Sets the Abandoned Flag based on the specified parameter for all contacts found with matching call criteria in a callback state, such as all of the contacts being "taken over."
  • Saves the PubVarName/PubVarValue pairs in the database as published variables associated with all contacts found with above criteria.
  • Ends all contacts found with above criteria with a Cause Code 242, Terminated as CallBack Duplicate.
  • Creates a variable in the current script instance with the name specified in the TakenOverContactIDVar parameter with a value that is the Contact ID of the callback contact that was taken over. The variable will always be one Contact ID, even if multiple callback contacts were found and terminated by this action. If there were multiple contacts the Contact ID used for this variable will be the one that the new contact took its priority Skill-based designation of the importance of contacts that determines delivery order. from.
  • Places the new contact in queue in the location of the previous contact with the highest priority.

Phone Script Example Using Contacttakeover

In this script example, the Querycallback action uses the ANI and Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to determine if a callback is already scheduled for a contact. If a callback does not exist, then an agent is immediately requested. If a callback does exist, then a menu will offer the contact an option to either keep their callback or to takeover the call and put the contact in queue.

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