Alert Interaction

This Web Interaction tool notifies a station queue of a web interaction (chat, collaboration, etc.) that needs to be picked up. This tool alerts any station the interaction's recipient is logged into. If the interaction's recipient is a workgroup, user, or line queue, any recipient monitoring that queue from a CIC client is alerted.

Alert Interaction times out if the interaction is not answered within a specific time period.

Alert Interaction changes the state of an interaction to Alerting. Only interactions in a state of Offering, On Hold, or Voice Mail can be acted upon by the Alert Interaction tool.

This tool also cancels any pending operations when transferring an ACD call to a user's queue.

Inputs

Interaction Identifier

The unique identifier of the interaction.

Timeout

The number of seconds this tool will wait before exiting via the Timeout exit path.

Is ACD Interaction

Set to True if the interaction is an ACD interaction.

ACD User

The user ID of the agent to receive this interaction if this is an ACD interaction.

Auto Answer

Set this value to True to have the interaction placed on the queue in a state of "Connected" if the station is off-hook. This is useful for agents who are not running a CIC client.

Outputs

Keys

The escape digit(s) pressed by the sender if the sender tries to cancel while the call is alerting.

Exit Paths

Success

This path is taken if the interaction is placed in a state of Alerting.

Failure

This path is taken if the operation fails.

Timeout

This path is taken if the designated timeout period expires before the interaction is picked up.