INFO

Gathers information to view the number of portsWhere information transfers, over a network, between a computer and a server. (in real-time) that you are using in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

AllContacts

The number of all active contacts that are currently running through NICE inContact that are associated with your business.

ActiveVoice

The number of voice ports that are currently in use.

ActiveEmail

The number of email ports that are currently in use.

ActiveChat

The number of chat ports that are currently in use.

EmailPortsAllocated

The number of ports that have been configured for email contacts.

VoicePortsAllocated

The number of ports that have been configured for voice contacts.

ActiveVoicemail

The number of voicemail ports that are currently in use.

ActiveCallback

The number of ports using callback.

Branches

Default

The default branch is the only branch that is available to be selected by dragging a connector from INFO to another action.

Tips and Tricks

• Because the INFO action retrieves port use data, the most popular and frequent use of the action is in a script that verifies you have enough ports available, as shown in the following sample phone script example.
• If you do not have enough ports available, a caller will most likely hear a busy signal rather than connecting to your contact center.

Phone Script Example Using INFO

This script is used to check the number of voice ports in use. Take notice of the early use of INFO in the script to capture data on all the port types in use. If the percent of voice ports is less than 90%, the script returns to the beginning to check again.

The frequency of the check is determined using the NOW variable (in the Current Check ASSIGN action) and the Last Check variable (in the GETVALUE action). The NotifyDiff ASSIGN action then subtracts Last Check from Current Check. The NotifyDiff (IF action) then uses the NotifyDiff >900 expression to follow one of two branches. If the difference between last check and current check is less than 900 seconds (15 minutes), then the LastCheck value is removed, and the CurrentCheck value is placed in PUTVALUE. If the difference between last check and current check is greater than 900 seconds, then an email goes out from NICE inContact to the customer, notifying them of the high use of voice ports.

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