CONTACTTAKEOVER

 

Enables a contact to "take on" the prioritySkill-based designation of the importance of contacts that determines delivery order. of the original contact that is in a callbackHolds 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 IDA unique numerical identifier assigned to each contact. value than the original call in queue.

Supported Script Types

Phone

Properties

PhoneNumber
The phone number that will be searched for in the designated skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge queue in a Callback state. The default value is {ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call.}.
Skill
The skill that will be used in conjunction with the Phone Number to search for existing contacts in a CallbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state. The default value is Default.
SetAbandon
A true/false value to set the original or "taken over" call to abandoned callCall 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 ContactID of the new contact.
TakenOverContactIDVar
The variable name for the Contact IDA 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 Central for the skill. Custom uses the ScreenPop URL property. The default value is DefaultFromSkill.
ScreenPopURL
The URL to open in the default browser, for example, http://www.niceincontact.com. 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
A sequence is a pre-recorded message that can be played to the agent before the caller is connected. For example, "This is a gold-level customer."
ZipTone

This property replaces the ZIPTONE action. A ziptone informs agents that a contact has arrived. There are three options in this property:

  • No ZipTone: selecting this option will not play a ziptone
  • After Sequence: the ziptone will be played after the Sequence.
  • Before Sequence: the ziptone will be played before the Sequence.

The default value is NoZipTone.

Branches

Default
The branch the script will take if an outcome branch is not defined; i.e., no OnAvailable, onDialer or any other branch options set.
OnNotFound
 

Tips and Tricks

  • CONTACTTAKEOVER works in conjunction with the CALLBACK action and the QUERYCALLBACK action.
  • CONTACTTAKEOVER acts as a REQAGENT action in addition to the CallbackHolds 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, i.e. 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 ContactID of the callback contact that was taken over. The variable will always be one ContactID, even if there were multiple callback contacts found and terminated by this action. If there were multiple contacts the ContactID used for this variable will be the one that the new contact took its prioritySkill-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 SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, 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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