Placecall
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Dials a new outbound phone call.
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Supported Script Types
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Phone |
Properties
Property | Details |
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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 appears on the contact's caller ID when the call is made. |
Timeout |
The number of seconds the system waits for an answer before triggering the NoAnswer branch. A timeout starts when a ringing indication is received from the called party. |
DetectionType |
Allows you to specify whether the outbound call script should attempt to distinguish a live answer and an answering machine.
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 |
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, and so forth.) |
SourceLegPersistent |
Use this property with caution. Default is FALSE. When TRUE is selected, the called party is prevented from dropping the source leg |
NewLegPersistent |
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 the name and value of parameters to send when calling another CXone phone number. Pass as NAME=VALUE pairs. Curly braces are supported. For example, FromID={contactID}. Maximum size is 100 characters. |
Branches
Branch | Details |
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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 other branches are not defined. |
Answer | Path taken if the call is answered and DetectionType is set to None. |
NoAnswer | Path taken when the destination party does not answer before or within seconds set in the Timeout property. The call may be terminated with the Hangup action. |
Busy | Path taken if the call results in a busy signal. |
Error | Path taken when the action fails to execute properly. For example, when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable (with a single underscore character) should be populated with a condensed explanation of the problem. |
InvalidNumber | Path taken if the phone number is invalid, with an incorrect number format or other error. |
LivePerson | Path taken if a live person answers the call and the DetectionType property is not set to "None". |
NoVoice | Path taken if the call is answered but no voice is heard for the specified amount of time. |
AnswerMachine | Path taken if an answering machine picks up the call. |
Fax | Path taken when a fax machine is detected. |
MachineTimeout | Path taken if an answering machine is detected and DetectionType is set to NOTIFY OF MACHINE ASAP or NOTIFY OF MESSAGE END. |
Tips & 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 an inbound script.
- If the outbound call fails due to any of the failure branches (NoAnswer, Busy, InvalidNumber, 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 CXone 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 Used to automate delivery of interactions based on agent skills, abilities, and knowledge is requested.
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