PULLOUTBOUNDAGENT

Pulls an agent from a specified outbound Personal Connection skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to take an inbound call. Upon completion of the inbound call, the agent will be returned to the outbound skill.

Supported Script Types

Phone

outBoundSkillNo: SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge number for the Personal Connection skill that the agent is being pulled from.
inBoundSkillNo: Skill number of the inbound skill requesting the agent.
agentWaitTime: The length of time an agent waits after getting pulled out of dialer before going back in.
requestTimeout: Time the request will wait for a response before it times out.
favorOutbound: If True, then the outbound agent will not be pulled away from the outbound skill until the system has adjusted pacing to avoid abandonedCall that enters the contact center system, but the caller ends the call before reaching an agent. calls. If False, the agent will be pulled away as soon as they are not active on another call (even if the agent is currently listening to a ringing call). Note that there is an increased risk of abandoned outbound calls with False.
ErrorMessage (out): If an error occurs, the text in this property will be provided as the explanation.

Default: The branch that is taken unless another branch condition is met.
OnSkillStopped: If the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge from which you requested the agent be pulled is no longer running, this branch is taken.
OnNoAgents: If no agents are logged into the requested Personal Connection skill, this branch is taken.
OnError: The script follows this branch if an error occurs with the request.
OnTooManyPullRequests: The system has a limit of the requests queued up to be handled. If the limit is reached, the script follows this branch, and any other requests are denied.
OnIsPriorityBlended: If the outbound Personal Connection skill from which you are requesting agents be pulled has priority blendingAllows you to combine outbound calls with your inbound queue, based on call priority. enabled, this branch is taken, and calls are denied. You cannot pull agents from this skill.
OnIsAgentless: If the outbound Personal Connection skill has been configured for agentless handling, this branch is taken, and the call is denied. There are no agents available in an agentless skill.