PickUp

This Telephony tool picks up a call that is on hold. Calls that are not in a state of On Hold cannot be picked up. This step does not pick up a call that has already been picked up by a CIC client user.

Inputs

Call Identifier

The unique identifier for call to be picked up.

Move Call to System Queue?

If this is set to True, the call is removed from any user or station queue which it is currently on and will be moved to the system queue. Set to False to leave the call on any user or station queues. In both cases the state of the call will be changed from Held to Active.

True: Claim control of this call

Set to True to place the call on hold and pass control of the call back to a handler, even if it was already picked up by a user.

Set to False if you want this step to fail if a user has already picked up the call. The user will maintain control of the call.

Exit Paths

Success

This step takes the Success exit path if the call is successfully picked up.

Failure

This step takes the Failure exit path if the call was not on hold or had already been picked up by a user. This tool can take the Failure exit path for several other reasons. Failure can occur if the call disconnects, if the call is picked up by a user (and is no longer under the control of the handler), the call ID is no longer valid (if the call is deallocated), or there is a system resource limitation.