Accept Call

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

Accept Call Activity

The activity contains the following properties:

Property Name	Description	Values
AcceptCall:Description	Informative description. Message will not be displayed to customer anywhere.	-
AcceptCall:Enabled	Allows 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 Name	Description	Values
DisconnectCall:Description	Informative description. Message will not be displayed to customer anywhere.	-
DisconnectCall:Enabeld	Allows 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 Name	Description	Values
DeclineCall:Description	Informative description. Message will not be displayed to customer anywhere.	-
DeclineCall:Enabeld	Allows 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 Name

Description

Values

BlindTransfer:Description

Informative description. Message will not be displayed to customer anywhere.

-

BlindTransfer:Enabled

Allows to enable or disable transfer of the call.

true / false

BlindTransfer:NumberToCall

SIP address or phone number to which the call is transferred.

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 Name

Description

Values

VirtualTransfer:Description

Informative description. Message will not be displayed to customer anywhere.

-

VirtualTransfer:Enabled

Allows to enable or disable transfer of the conversation.

true / false

VirtualTransfer:Target

LUCS 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 Name

Description

Values

LanguageDependentTransfer:Description

Informative description. Message will not be displayed to customer anywhere.

LanguageDependentTransfer:Enabeld

Allows to enable or disable transfer of the call in activity.

true / false

LanguageDependentTransfer:Target

Destination 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 Name

Description

Values

Forward:Description

Informative description. Message will not be displayed to customer anywhere.

-

Forward:Enabled

Allows to enable or disable forward of the call.

true / false

Forward:Target

Specific 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 Name	Description	Values
CreateCallbackRequestActivity:MaxRetries	Defines how many times an unsuccessful dial-out is retried.	Number
CreateCallbackRequestActivity:MinTimeBetweenRetries	Defines the minimum time between retries of unsuccessful dial-outs.	Time
CreateCallbackRequestActivity:ParameterAlternativeTarget	List of parameters that contains an alternative callback number.	Custom parameters
CreateCallbackRequestActivity:Priority	Dropdown which offers the different priorities.	List of priorities
CreateCallbackRequestActivity:KeepQueuePosition	Default = true. If this checkbox is enabled the task is added at the same position into the queue that the customer currently had when he decided to requests a callback Callback tasks (as part of a workflow step) with "keep queue position" enabled will ignore the opening hours for the callback. The previous queue position and service priority (configured in Distribution Policy tab) are taken into account. If multiple Callbacks are being handled simultaneously the distribution policy determines which Agent may handle the callback first. Callbacks are resolved whenever they reach queue position "0" and handled whenever a (suitable) Agent is available.	True / False