Call Activites
Accept Call
‘Accept Call’ activity accepts an incoming conversation to the service.
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.
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.
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
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. ‘NumberToCall’ value can be specified in three ways:
| 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
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 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.
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.
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.
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.
| True / False |