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Dials a new outbound phone call.
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Supported Script Types
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| Phone |
Properties
- PhoneNumber
- The phone number being dialed. You can either hard code a specific number in this field or use a variable to reference other numbers.
- CallerID
- The phone number that will display as the Caller ID for the contact when the call is made.
- Timeout
- The number of seconds the system will wait for an answer before the NoAnswer branch is triggered. A timeout starts when a ringing indication is received from the called party.
- DetectionType
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Allows you to specify whether the outbound call script should attempt to distinguish a live answer and an answering machine. Select NONE if there is no need to distinguish between a live person and an answering machine. Select NOTIFYOFMACHINEASAP if you do not plan to leave messages on answering machines and want the call to disconnect. Select NOTIFYOFMESSAGEEND if you plan to leave messages on answering machines.
When you set this value to anything other than NONE, the script uses the Answering Machine Detection (AMD) feature. AMD holds PlaceCall result responses for 7 seconds. In certain scenarios, this can result in lack of audio during the detection window.
- NoVoiceTimeout
- The number of seconds that silence on the line will be accepted before the script follows the NoVoice Branch.
- VoiceMinimum
- The number of seconds a sound on the line must be sustained to avoid triggering the NoVoice branch.
- MaxLiveVoice
- The number of seconds in which a voice answering a call may speak before it is determined to be an answering machine.
- LiveSilence
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The number of seconds of silence required after a voice is detected to trigger a LivePerson branch.
Set this property only if DetectionType is set to NOTIFYOFMESSAGEEND.
- MaxMachine
- The number of seconds in which an answering machine message can continue without finishing before the MachineTimeout branch is taken.
- MachineSilence
- The number of seconds after the system determines that an answering machine message has finished before the AnswerMachine branch is taken.
- LinkContactID
- Causes the new outbound call to be pre-linked to the call specified (allows the other party to hear ringback, busy, etc.)
- SourceLegPersistent
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Use this property with caution.
Default is FALSE. When TRUE is selected, the called party is prevented from dropping the source legAn active piece of a call that connects between routers, gateways, or telephony devices. of the call when it hangs up.
- NewLegPersistent
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Use this property with caution.
Default is FALSE. When TRUE is selected, the calling party is prevented from dropping the destination leg of the call when it hangs up.
- Parameters
- Sets number and value of parameters to send when calling another NICE inContact phone number. Pass as NAME=VALUE pairs, Curly braces are supported. For example, FromID={contactID}. Maximum size limit is 100 characters.
Branches
- Default
- The branch the script will take if an outcome branch is not defined; i.e., no onAnswer or OnLivePerson branch is set.
- OnAnswer
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The branch the script will take if the call is answered.
This branch applies when DetectionType is set to None.
- OnNoAnswer
- When the destination party does not answer before or within seconds set in the Timeout property, the call is terminated and this branch condition is triggered. Use the HANGUP action to terminate the script if no answer is received.
- OnBusy
- The branch the script will take if the call results in a busy signal.
- OnError
- The branch the script will take if the call results in an error.
- OnInvalidNumber
- The branch the script will take if the phone network determines the attempted number is invalid.
- OnLivePerson
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The branch the script will take if a live person answers the call.
The DetectionType property must be set to any setting except "None" for OnLivePerson to be triggered.
- OnNoVoice
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The branch that will be taken if the call is answered but no voice is heard.
The amount of time the system will wait is set in the NoVoiceTimeout property.
- OnAnswerMachine
- The branch the script will take if an answering machine picks up the call.
- OnFax
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The branch the script will take if a fax machine picks up the call.
The DetectionType property must be set to any setting except "None" for OnFax to be triggered.
- OnMachineTimeout
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The branch the script will take if an answering machine is detected.
When DetectionType is set to ”NOTIFY OF MACHINE ASAP”, this branch will be triggered as soon as the system determines it has detected an answering machine.
When DetectionType is set to "NOTIFY OF MESSAGE END", this branch will be triggered as soon as the system determines an answering machine message has finished.
If DetectionType is set to "NONE", this branch will never be triggered.
Tips and Tricks
- This action can be configured to differentiate between a live answer and an answering machine/fax machine.
- PLACECALL is reserved for outbound calls that need their own script processing. Once the destination party answers, the script may behave like any other inbound script.
- If the outbound call fails due to any of the failure branches (No Answer, Busy, Invalid Number, or Error), it is required that the script execute the HANGUP action (use the END action for Error branch conditions) to terminate the script. Otherwise, the script will remain in NICE inContact as a non-terminated script.
Phone Script Example Using PLACECALL
The script illustrated below uses the PLACECALL action to place an outbound call. If an error occurs, the call is not placed and the script ends with the END action. However, after the call is placed, if an answering machine picks up, the system uses HANGUP to terminate the call. If a live person picks up, an agent with a designated SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge is requested.
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