Accept Call

‘Accept Call’ activity accepts an incoming conversation to the service.

Accept Call Activity

The activity contains the following properties:

Property NameDescriptionValues
AcceptCall:DescriptionInformative description. Message will not be displayed to customer anywhere.
AcceptCall:EnabledAllows to enable or disable accepting of the conversation by ICH.true / false

Disconnect Call

‘Disconnect Call’ activity allows to disconnect the session/conversation.

The conversation has to be accepted in advance.


Disconnect Call Activity


The activity contains the following properties:

Property NameDescriptionValues
DisconnectCall:DescriptionInformative description. Message will not be displayed to customer anywhere.
DisconnectCall:EnabeldAllows to enable or disable disconnection of the conversation.true / false

Decline Call

‘Decline Call’ activity allows to decline (486) a non-accepted conversation.

The conversation should not be accepted before.

Decline Call Activity


The activity contains the following properties:

Property NameDescriptionValues
DeclineCall:DescriptionInformative description. Message will not be displayed to customer anywhere.
DeclineCall:EnabeldAllows to enable or disable the decline of a conversation.true / false

Blind Transfer

‘Blind Transfer’ activity allows to transfer the call to a specific target (pstn number, sip address or service). The call will be physically transferred via the SIP protocol.

Due to limitation of Lync/SfB only av calls can be transferred

Blind Transfer Activity

The activity contains the following properties:

Property NameDescriptionValues
BlindTransfer:DescriptionInformative description. Message will not be displayed to customer anywhere.
BlindTransfer:EnabledAllows to enable or disable transfer of the call.true / false
BlindTransfer:NumberToCallSIP address or phone number to which the call is transferred.

(warning) Use "sip:" or "tel:" prefix accordingly.

‘NumberToCall’ value can be specified in three ways:

  • Value: user has to set manually SIP or phone number of the destination.
  • Parameter: user has to select one of the existing parameters in the system. Value of this parameter has to be a phone number or SIP address.
  • Placeholder: user has to choose placeholders configured in the system.



Value

Parameter

Placeholder

Silent (Virtual) Transfer

‘Silent Transfer’ activity allows to transfer a conversation to an existing LUCS service. In this case, the conversation is transferred ‘virtually’ and not physically by SIP.  Because the system switches in the background only the context of the service, this kind of transfer is not noticeable for the participant. This works for IM as well as for av calls.

Limitations

  • Only services in the same LUCS system can be targets for virtual / silent transfers

Silent Virtual Transfer Activity


The activity contains the following properties:

Property NameDescriptionValues
VirtualTransfer:DescriptionInformative description. Message will not be displayed to customer anywhere.
VirtualTransfer:EnabledAllows to enable or disable transfer of the conversation.true / false
VirtualTransfer:TargetLUCS service to which the conversation is transferred.


‘Target’ value can be specified in three ways:

  • Value: user has to select SIP of LUCS service from dropdown and specify culture (Language). Transfer target is selected according to the culture of the current service.
  • Parameter: user has to select one of the parameters. Value has to be SIP address of existing LUCS service.
  • Placeholder: user has to choose in the dropdown a placeholder of the ‘Contact Object’ placeholder type, which is configured in the system.
Value


Parameter

Placeholder


Language Dependent Transfer

‘Language Dependent Transfer’ activity allows to transfer the call to specific target depending on services language (culture). A blind transfer is performed.

Language Dependent Transfer Activity


The activity contains the following properties:

Property NameDescriptionValues
LanguageDependentTransfer:DescriptionInformative description. Message will not be displayed to customer anywhere.
LanguageDependentTransfer:EnabeldAllows to enable or disable transfer of the call in activity.true / false
LanguageDependentTransfer:TargetDestination to which the call is transferred. Target has to be a SIP address or a phone number.


The target’s format is the following: language;sip;

‘Target’ value can be specified in three ways:

–          Value: user has to set manually destination data.

–          Parameter: user has to select one existing parameter. Its value will be used. Value has to be SIP address or phone number.

–          Placeholder: user has to choose in the dropdown placeholders of the ‘Target’ and ‘FreeText’ types, which are previously configured in the system. ‘FreeText’ value has to be SIP address or phone number.

Value


Parameter

Placeholder

en-US;sip:target1@dev.local;de-DE;sip:target2@dev.local

Forward

‘Forward’ activity forwards the call to the specified target without accepting it by service.

Limitations

  • Due to limitation of Lync/SfB only AV calls can be forwarded.
  • The conversation should not be accepted before.

Forward Activity

The activity contains the following properties:

Property NameDescriptionValues
Forward:DescriptionInformative description. Message will not be displayed to customer anywhere.
Forward:EnabledAllows to enable or disable forward of the call.–          true / false
Forward:TargetSpecific SIP address or phone number to which the call is forwarded.


‘Target’ value can be specified in three ways:

–          Value: user has to set manually SIP address or phone number of destination.

–          Parameter: user has to select one parameter existing in the system. The parameter must contain a SIP address or phone number.

–          Placeholder: user has to choose in the dropdown placeholders of the ‘Target’ type, which are previously configured in the system.

Value


Parameter

Placeholder


Create Callback Request

The ‘Create Callback Request’ activity creates an outbound call from a service to a customer.

Create Callback Request Activity

The activity contains the following properties:

Property NameDescriptionValues
CreateCallbackRequestActivity:MaxRetriesDefines how many times an unsuccessful dial-out is retried.Number
CreateCallbackRequestActivity:MinTimeBetweenRetries



Defines the minimum time between retries of unsuccessful dial-outs.Time
CreateCallbackRequestActivity:ParameterAlternativeTargetList of parameters that contains an alternative callback number.Custom  parameters
CreateCallbackRequestActivity:Priority



Dropdown which offers the different priorities.List of priorities