Queuevm

Targets a recorded file to be queued to an ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge or target agent in order to allow those agents to quickly handle recorded messages while still effectively handling other calls.

Supported Script Types

Properties

Property	Details
FileName	The name of the file that will be placed in queue. Must include the file path from the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment Root folder.
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. The voicemail will be placed in the queue for this skill.
From	User-defined description of the work item origin. Defaults to the ANI (automatic number identification) Also known as caller ID. Listed phone number of an incoming voice call. of the caller.
To	This property is the email address of the new recipient(s) in the format: name@host.com. Variable substitution can be used in this property. Defaults to the DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. of the caller.
NewContactIDVar	Tracks the new contact ID of the work item that gets spawned.
TargetAgent	A drop-down list of agents with an ID number. When a contact is delivered to CXone, it can be configured to go to a specific agent when a Target Agent is selected. If the contact is received, but if the Target Agent is unavailable, CXone will queue the contact until they become available. If a target agent refuses the call, CXone will route the contact to any other available agent who has the same skill. You can use a variable for a target agent (like {AgentID}).

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.
OnError	Path taken when the action fails to execute properly.

Tips & Tricks

• Queuevm is typically used after a Record action.
• A voicemail skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge must exist for your business unit.