Create Prospects v2

Adds prospective contacts to a Personal Connection campaign. Specifically, there is a notion of checking in and out prospective contacts from a lead source and bringing them into the platform. Create a map of the lead source with the CREATESOURCEMAP action. This version of CREATEPROSPECTS supports multi-number contacts.

Dependencies

Create Prospects v2 is used with multi-number support.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
SkillNo	The Personal Connection ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to associate the prospective contacts to. This drop-down lists all outbound skills for a tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.
SourceName	The name of the source where the records originated. Provides a logical grouping of records within the system. If you have an invalid or missing source map, you may receive a Missing External ID error.
Data	The dynamic data object that contains the prospective contacts to create/update.
NoTimeZoneReject	If the time zone for a contact cannot be determined, the system can either use the time zone listed in the TimeZone property or reject the contact. Enter Yes to use the specified time zone or No to reject the contact.
TimeZone	The time zone that contacts default to if CXone cannot automatically identify a time zone.
DefaultExpirationDate	Default expiration date to use if a row level expiration date is not supplied.

Output Properties

These properties contain variables that hold data returned from executing the action. They're available for reference and use when the action completes.

Property	Description
Results (out)	A dynamic data object containing the results of the action executing. Results are records that succeeded and failed. The result of every record is represented in one of two groups: SuccessfulRecords or FailedRecords. Each record is appended with a new column, ResultCode, which contains the message for success or fail.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
OnError	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Script Example

The control script shown below is meant to be a brain script that will be signaled to get new contacts for dialing when the queue is below the desired thresholds on the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Make sure you also select this script in the Skill Parameters: XS Settings parameters in the settings of a Personal Connection (PC) ACD skill in CXone.

Brain Script

Double-click any of the Assign variables to see the Assign Properties window:

• Set Poll Time for Record Removal
• Set the Last Run Time
• Go Back to Waiting

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Subscript

The Runsub action (caption is Run Create Prospects Script) in the brain script above opens the following subscript, which is used to pull records out of the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. and submit them for consideration to be dialed.

Double-click any of the Assign Variables to see the Assign Properties window:

• No Results (Tree View | Text View)
• Has Results (Tree View | Text View)
• Determine if any failed records need to be checked back in (Tree View | Text View)
• Create a set of records to check back into external system (Tree View | Text View)

The reason for the two scripts is due to the fact that the brain script gets interrupted, which you don't want to happen.

Download this script.