Replace Interaction

This ACD tool takes a telephone call that is undergoing ACD processing, and replaces it with a specified object that is on the system queue. This tool is intended to replace a telephone call with a callback object. Only telephone calls may be replaced with this tool, though any object type may be used for the replacement object.

After insuring that the original call is in ACD processing and that it is not disconnected, the tool removes the original interaction from all the queues and inserts the specified (callback) interaction in all the queues the originial interaction was in.  After being replaced, the original call is removed from the workgroup queue and disconnected if the disconnect flag is set to true.

Note: Base attributes, such as time in queue, skills, priority, etc., will need to be carried by the handler that is responsible for creating the callback.
You may lose access to attributes of the original call interaction, so it's recommended that you save a copy of necessary attribute values within the handler prior to using this toolstep.

Inputs

Call ID of Original Interaction

Unique identifier of the interaction to be replaced.

Call ID of Replacement Interaction

Unique identifier of the replacement interaction.

Disconnect Original Interaction

If true, disconnects the replaced interaction.

Exit Paths

Success

This path is taken if the call is successfully replaced.

Failure

This path is taken if the operation fails. Failure can occur for the following reasons.

1. The original interaction is not undergoing ACD processing.

2. The original interaction has already been assigned.

3. The original interaction has disconnected.

4. The original interaction is not a telephone call.

5. The replacement object is on a user or workgroup queue.