|
Creates a conference bridge that other callers can join. |
Supported Script Types
|
| Phone |
Properties
- ConferenceIDVar
- A variable that receives a unique conference identifier. Callers can use this ID to join a conference.
- NumParticipants
- When callers join the conference, the OnJoin interrupt event will trigger (if scripted). When this happens, the NumParticipants variable will be updated with the current number of conference participants.
- The current NICE inContact implementation limits conference sizes to three parties.
- ParticipantIDVar
- When callers join the conference, the On Join interrupt event will trigger (if scripted). When this happens, the Participant ID Var will contain the contact IDA unique numerical identifier assigned to each contact. of the joining call.
Branches
- Default
- The Default branch condition will be used unless another branch condition is met.
- On Error
- If a conference cannot be setup, this branch condition is used.
- On Join
- This branch condition is triggered when a new participant joins the conference call. This type of branch condition is known as an Interrupt event since it will trigger "out of context". This means, if this condition is scripted, when a caller joins the conference, whatever the script was doing will be interrupted and the On Join branch condition will be followed.
- On Leave
- This branch condition is triggered when a participant leaves the conference call either because they hung up or because the LEAVE action was executed. This type of branch condition is known as an Interrupt event since it will trigger "out of context". This means that if this branch condition is scripted, when a caller leaves the conference, whatever the script was doing will be interrupted and the On Leave branch condition will be followed.
Tips and Tricks
- To leave a conference call, use the LEAVE action.
- A host caller initiates a conference call (which generates a Conference ID).
- Subsequent callers may join the conference call using the JOIN action by providing the unique conference ID obtained in the original CONFERENCE action.
- For one possible method to communicate this ID to other call scripts, see PUTVALUE and GETVALUE.
- If you want to use the CONFERENCE action, it is helpful for simple bridges of three or fewer callers.
- The CONFERENCE action is not used in myAgent when conferencing other callers because there is a built-in conferencing tool.
- The built-in conferencing tool in myAgent has the same limitations as the CALLBACK action.
Phone Script Example Using CONFERENCE
Because CONFERENCE is used so infrequently, the recommended best practice is to work with NICE inContact Professional Services if you want to use it in a script. As such, no sample scripts will be provided here.
