Deferred Answer

This Telephony tool causes CIC to store the information needed to establish a connection with a specified incoming call at a later time but does not establish the connection immediately as the Answer tool step does.

This tool enables Interaction Processor to delay answering an incoming call until a valid agent has been reached or the IVR is entered so that incoming callers have time to disconnect without being charged by their telecommunications provider.

Inputs

Call Identifier

The unique identifier for the incoming call.

Implicitly answer call when required?

If True, causes CIC to automatically establish a connection with the specified call when most media requests occur. For example, if this option is enabled and Interaction Processor (handlers) sends a call to the IVR which requires the call to be answered to play an audio file, the call will be answered before the play occurs. Note that ringback audio triggered by the alert tool step does not trigger this option because this would result in the call being answered almost immediately in common scenarios, defeating the purpose of the feature.

If False, the tool step acts primarily as a placeholder to indicate intention on the part of the person who wrote the handler routine.

Exit Paths

Next

This tool step always takes the Next exit path.