Configure rule actions

Prerequisites: See Create a set of call rules.
  1. Select an action type, and then configure the action’s attributes. The table below shows actions that you can select for each category (pre-call or wrap-up).

    Action Pre-Call Wrap-up
    Data Action—use an existing custom data action configured for an integration.
    Designate Caller Id—set the caller ID name and number.
    Do Not Dial—skip dialing a contact.
    Update Contact Column—update the value of a column in the contact record.
    Route Call Based on Skills—route call to agent with best matching skills.
    Switch to Preview—preview dial this contact.
    Mark Contact as Uncallable—marks all numbers for the contact as uncallable.
    Mark Number as Uncallable—marks the current contact number as uncallable.
    Append Do Not Call list number—add the contact’s number to the first Do Not Contact list used by the campaign. This action prevents that number from being called again.
    Schedule Callback—schedule a return call to the contact.
    Note: If an agent skips a preview dialing mode call, all pre-call rule actions except Route Call Based on Skills are ignored. In this scenario, the call was already routed based on skills, since that happened before preview pop occurred. Because the preview call was skipped, no other rule actions are applied.
  2. Configure the rule action’s attributes by typing or selecting values as needed.

    Attribute Value
    Data Action

    To set up this type of rule action, you select a predefined data action, configure the input data that the action requires, and tell the rule how to evaluate information returned by the action.

    Since data actions take a few steps to set up, this action type is more fully discussed in Use a rule to evaluate information from a data action.  For background information, see Create a custom action for integrations and the Data actions section in About integrations.

    Note: You must publish a data action before you can use it in a call rule.
    Designate caller Id

    For a pre-call action, you can select “Designate Caller ID” to specify the caller ID information used for the call. You can specify Caller ID phone number and name as literal values, or by specifying columns from the contact list.

    The system uses literal strings entered into input fields of the rule action as actual caller ID values. For instance, if you enter 8002263462 for the caller ID address and 1-800-ACMEINC for the caller name, these values appear on the call display whenever the rule conditions are true.

    Figure shows how to complete caller id fields using static text

    Tip: A pre-call rule can set just the Caller ID name, just the Caller ID phone number, or both. If only a name is set, the caller ID number from the campaign is used.

    However, a user can use contact column values instead of static values. To use the contact column values, select from the Name list, or enter a value such as contact.lastname. in the input area.

    Figure shows how to use contact columns to set caller id name and number

    Column-based entries indicate that the system uses the value found in the lastname column of the contact for the corresponding caller ID whenever the rule conditions are true.

    • If the contact does not have a value for that column or the column value is invalid as caller ID information, then the application uses the campaign’s caller ID value.
    • If there is no campaign-level caller ID value, then the application uses the system caller ID value.
    • The system localizes the word “contact” in the indicator contact.lastname to the user’s language.
    Do Not Dial

    This action has no options to configure. It prevents the call from being placed.

    A do-not-dial pre-call rule action always skip dialing if an error occurs while the rule condition is evaluated. Normally a rule action is ignored if the rule is misconfigured in some way—for example, if the rule evaluates a column that does not exist. In the case of do-not-dial actions, an additional check is performed to ensure that a skip always occurs if an error is detected.

    Figure shows configuration of a do-not-dial action.

    Update Contact Column

    This action updates a contact list column for the row of the current contact. To set this up, choose a column from the Column Name box. Then, select one of the following update options:

    • Decrement (by One)—subtracts 1 from the current value of the column.
    • Increment (by One)—adds 1 to the current value of the column.
    • Set Value—sets the value of the column to the static value you provide.

      Figure shows how to set the value of a contact column to static text

    • Set as Current Timestamp—sets the value of the selected column to the current date and time.

    Route Call Based on Skills

    This action matches the call to an agent with matching skills. To configure this action, select one or more skills from the Skills list.

    Important: For this feature to work properly, the queue used by this campaign must be configured to use the All Skills Matching or Best Available Skills skill evaluation method (click Admin > Contact Center, and then click Queues). If Disregard Skills is configured for the queue, then this rule action won’t be able to route the call based on agent skills. For more information, see Edit a queue’s routing settings in the Manage queues topic.

    Figure shows a rule action used to configure skills-based routing

    Switch to Preview

    This action preview pops this contact to the agent, irrespective of the dialing mode set for the campaign. It has no parameters.

    Mark Contact as Uncallable

    This action marks all numbers for the contact as uncallable. It has no parameters.

    Figure shows rule action that marks all numbers in a contact record uncallable.

    Mark Number as Uncallable

    This action marks the current contact number as uncallable. It has no parameters.

    Figure shows action that marks the current contact number uncallable.

    Append DNC Number

    This action appends the contact’s telephone number to the campaign’s first designated Do Not Contact list. As a result, that number will never be dialed again by any campaign that uses that DNC list. This action has no effect if the campaign does not have a DNC list assigned to it.

    To set a time period during which the contact is included in the DNC list, set Does not Expire to False and enter the desired date and time in Expiration duration. This duration cannot be more than 180 days in the future. The expiration time must be in Greenwich Mean Time (GMT). Contact attempts for that record will resume after the expiration date and time.

    Schedule Callback

    This action places a return call to the contact in a configurable number of minutes in the future. The default delay is five minutes. A callback cannot be scheduled more than one month (43200 minutes) in advance. For more information, see Callbacks in campaigns.

    Note: The Schedule Callback action is not applied if no call is placed.

    Figure shows how to set the number of minutes to wait before calling back a contact

  3. (Optional) Click Add New Action to add actions.

    Rules can carry out multiple actions. All actions in a rule are performed sequentially when the rule performs its actions.