Contents

IS_Action_MarkCallForFinishing

Definition

This action flags a Dialer call for redirection to a Finishing Agent. It calls the IS_Action_WriteData.click() to update any new data gathered by the standard (opener) agent, and also calls the Predictive Dial COM API method named IEICPredictiveServer2::MarkCallForFinishing, which sends a request to Dialer. In turn, Dialer then sets the appropriate ACD category on the current call so that the interaction will be sent to a Finishing Agent of that campaign. The API call writes the data to the database.

Important: do not use this action unless the Maintain ACD Skills On Transfer option is checked for the System Configuration in Interaction Administrator.

Maintain ACD Skills On Transfer is disabled by default. When checked, ACD categories are maintained when a call is transferred to a different workgroup or user. If this option is unchecked, it is possible for calls to be ACD routed to non-Finishing agents. This can happen because of the way that Dialer handles Finishing Agents:

Finishing Agents log into the same ACD workgroup as regular agents. Dialer sets a special ACD category on them and later sets the same ACD category on each finishing call so that finishing calls are only be routed to finishing agents.
When a regular agent transfers the finishing call to the ACD workgroup, the ACD categories are cleared as the call leaves the agent queue. Since the ACD categories have been cleared, the call is ACD routed to any agent in the workgroup, whether they are finishing or not. Checking the option mentioned above ensures that ACD categories are always maintained when a call is transferred, ensuring that only Finishing Agents will receive the call.

Attributes

[callback]

The callback property ensures that this action executes asynchronously in Interaction Connect. Starting with 2018 R3, all Interaction Scripter actions (IS_Actions) provide a callback property for use in Connect scripts only. In the example below, statements inside the highlighted callback function block execute only after the action completes. The callback will return an error if the action fails. See Writing custom scripts for Interaction Connect or Scripter .NET.

Here's how to use the .callback property in a script for Interaction Connect:

function IS_Action_MarkCallForFinishing() {
  IS_Action_MarkCallForFinishing.callback = function(error) {
    if (error) {
      console.error("IS_Action_MarkCallForFinishing failed.");
    } else {
      console.log("IS_Action_MarkCallForFinishing succeeded.");
    }
  }
}

Example

<head>
    <meta name="IS_Action_MarkCallForFinishing">
    <meta name="IS_Action_Transfer">
    <script language="javascript">
        function IS_MarkCallForFinishing(p_Transfer) {
            IS_Action_MarkCallForFinishing.click();
            if (p_Transfer != null) {
                IS_Action_Transfer.recipient = p_Transfer;
                IS_Action_Transfer.consult = false;
                IS_Action_Transfer.click();
            }
        }
    </script>
</head>

<body>
    <input type=button value="Mark Call For Finishing" onclick="IS_MarkCallForFinishing(‘4000');">
</body>