Points of Contact List

This help page is for Desktop Studio. This information is also available for CXone Studio.

Use the Points of Contact List action to get a list of all the points of contact (POCs) on the current business unit, or to get all of the properties of a given POC, such as the POC through which the current contact came into the system. You might use this action to get the name of a POC dialed by a caller to display the name to the answer agent, or maybe to store it in a customer relationship management (CRM) system.

Asgard Enterprises, a division of Classics, Inc., reuses a POC phone number over time for various marketing campaigns. During autumn, they announce a clothing-line campaign called "Preparing for Fimbulwinter". The published phone number is +12345678900, and when the campaign starts, they change the name of that number's POC in their CXoneplatform to FimbulwinterClothing.

As the end of Fimbulwinter approaches, Asgard Enterprises must prepare for their Ragnarok clothing line and liquidate surplus Fimbulwinter product. They rename the same POC to FimbulwinterLiquidation and publish the new campaign. The scripter uses this action to store the name FimbulwinterClothing in the company CRM. This lets agents see if a contact previously called during the "Preparing for Fimbulwinter" marketing campaign. Agents can then offer separate deals to new or returning customers.


You can get the information for the SecurityUser parameter by including a Set Security User action in your script. The ScriptVar variable that you specify in the Set Security User action is what you'll put in the SecurityUser parameter for the Points of Contact List action. You must place the Set Security User action in the script before this Points of Contact List action.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.


Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

These properties define data that the action uses when executing.




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.

ListVar (out) Holds the returned data. The contents of this variable are stored as an array. The default value is PointsOfContact.
PointOfContactId The ID for the point of contact, as seen in the platform, for which the ListVar variable populates. If you enter an ID, the ListVar will have only one entry in the array.
SecurityUser The output value of the SetSecurityUser action which authenticates a selected agent based on their permissions in the security profile. This field accepts variable formatted with curly braces ( { } ). The default value is SecurityUser (same default output value of SetSecurityUser).

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.

ListVar is the only output variable.

Result Branch Conditions

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



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.
OnInvalidPointofContact Path taken only if you specify a PointOfContactId, and that ID does not match the ID of a POC on the business unit.
OnInvalidSecurityUser Path taken when an invalid security user is used. A valid security user must be a user on same business unit and also has security rights to access the POC list.
OnSuccess Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).