Transfer to ACD action


Use the Transfer to ACD action to transfer an interaction to a queueing system. 

This action is available in call flow menu choices and call, email, or message flow task sequences. Menu choices contain common settings such as DTMF and speech recognition. For more information about these additional menu choice settings, see DTMF and speech recognition settings in menu choices.

Notes:
  • One point of priority equals adding one minute of time that the call is waiting.
  • If a transfer collision occurs between an agent and the queue’s voicemail, the queue voicemail transfer overrides the agent transfer.


Action Description
Name field The label you enter here becomes the name of the transfer action in the task editor.
Queue

Select a queue to which to transfer the interaction.

Note: If the Transfer to ACD action fails within a menu (not a task sequence), flow authors cannot set a failure output. In this case, Architect repeats the current menu.

Override default in-queue handling / In-Queue Call Flow

To select a customized in-queue flow instead of the default in-queue flow, click Override default in-queue handling. When selected, the option changes to In-Queue Call Flow, where you can choose the in-queue flow the customer hears when on hold for this queue. 

Note: The flow you select here overrides a previously selected default- and queue-configured flow.

Failure outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage. 

  • errorType: A non-empty string that contains the type or category of the error.
  • errorMessage: A non-localized failure message. The string may be empty or NOT_SET.

Note: Click the arrow next to Failure Outputs and expand or collapse the list of variables.

Audio

Action Description
Pre-Transfer Audio (Optional) Configure a prompt to play before transferring the interaction.
Failed Transfer Audio

(Optional) Configure a prompt to play when the transfer action detects a failure.

Routing

Action Description
Priority

Assign a priority to the interaction.

NoteTo allow priority values higher than 10, switch to expression mode and enter a calculation that adds up to the value you want. For example, to create a priority of 100, type 10 + 90.

Preferred Agents

To influence routing, supply up to 20 preferred agents along with their scores. An agent’s score represents the agent’s priority and can be from 0 to 100, with the highest score representing the most preferred agent. For example, if you have agents that you prefer most, set their score to 100. Set backup agents to 90. If you don’t have a preference, set the score to 100.

To create an individual agent score pair value, use the MakeAgentScorePair function. This example expression creates an agent score pair collection with two agent score pairs. The first user has a score of 100 and the second has a score of 90:

MakeList(
 MakeAgentScorePair(
  FindUserById("<put_user_guid_string_here>"),
  100
 ),
 MakeAgentScorePair(
  FindUserById("<put_user2_guid_string_here>")
  90
 )
)

You can use a MakeListAgentScorePair function that takes a collection of users along with an integer collection of scores to associate with the users. Following that method, this example generates the same value as the previous expression:

MakeListAgentScorePair(
 MakeList(
  FindUserById("<put_user_guid_string_here>"),
  FindUserById("<put_user2_guid_string_here>")
 ),
 MakeList(
  100,
  90
 )
)

You can also use an Update Data action to assign variables. Then, use those variables to supply individual user values or user collections, an individual integer score or integer collections, and agent score pairs or collections. For more information about the MakeAgentScorePair, MakeListAgentScorePair, MakeList, FindUserById, and other functions, see Architect’s Expression Help feature. Each function provides more details and examples.

The default is No value specified. If you do not want to use preferred agent routing, leave this setting unchanged.

Note: If the action encounters an agent score pair collection supplied with more than 20 items, the call flow takes the Failure output at runtime. If you bind a variable to the errorType failure output, the value contains the “TooManyPreferredAgents” string value.

For more information, see Advanced routing overview and Specify evaluation and routing methods in Create and configure queues.

Language Skill Use the supported language’s default language, or enter a literal or expression to override language skills configured in the flow’s Supported Languages container.
Add ACD Skill To view and select from a list of available ACD skills that agents must have to receive the interaction, click this button.

Failure Outputs

Action Description
Failure outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage. 

  • errorType: A non-empty string that contains the type or category of the error.
  • errorMessage: A non-localized failure message. The string may be empty or NOT_SET.

Note: Click the arrow next to Failure Outputs and expand or collapse the list of variables.

Define success and failure paths

Note: For transfer actions included in secure flows, PureCloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, PureCloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Name Description
Success

A completed Success path indicates that the system encounters no errors during the process. It is not a measure of whether the system receives data that is the intended result or functionality.

Failure

This path indicates that there was an error attempting to complete the action or a problem processing the results from a bridge or data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.


Action Description
Name field The label you enter here becomes the name of the transfer node in the flow structure.
Queue

Select a queue to which to transfer the email or message.

Routing

Action Description
Priority

Assign a priority to the email or message.

NoteTo allow priority values higher than 10, switch to expression mode and enter a calculation that adds up to the appropriate value. For example, to create a priority of 100, type 10 + 90.

Preferred Agents

The score determines the agent priority of the agent. The routing settings on the destination queue use the preferred agents based on priority. The score is associated with the agent’s priority. For example, if you have agents that you prefer the most, set their score to 100. Set backup agents to 90.

To create an individual agent score pair value, use the MakeAgentScorePair function. This example expression creates an agent score pair collection with two agent score pairs. The first user has a score of 100 and the second has a score of 90:

MakeList(
 MakeAgentScorePair(
  FindUserById("<put_user_guid_string_here>"),
  100
 ),
 MakeAgentScorePair(
  FindUserById("<put_user2_guid_string_here>"),
  90
 )
)

You can use a MakeListAgentScorePair function that takes a collection of users along with an integer collection of scores to associate with the users. Following that method, this example generates the same value as the previous expression:

MakeListAgentScorePair(
 MakeList(
  FindUserById("<put_user_guid_string_here>"),
  FindUserById("<put_user2_guid_string_here>"),
 ),
 MakeList(
  100,
  90
 )
)

You can also use an Update Data action to assign variables. Then, use those variables to supply individual user values or user collections, an individual integer score or integer collections, and agent score pairs or collections. For more information about the MakeAgentScorePair, MakeListAgentScorePair, MakeList, FindUserById, and other functions, see Architect’s Expression Help feature. Each function provides more details and examples.

The default is No value specified. If you do not want to use preferred agent routing, leave this setting unchanged.

Note: If the action encounters an agent score pair collection supplied with more than 20 items, Architect invokes flow error handling.

For more information, see Advanced routing overview and Specify evaluation and routing methods in Create and configure queues.

Language Skill

Do one of the following:

  • From the list, select a language skill to assign to the email or message flow.
  • Switch to expression mode and enter the DetectLanguage string.

Note: Architect includes descriptions and examples for creating expressions using the DetectLanguage function. For more information about creating expressions and accessing Expression help, see the built-in Expression Help.

Append conversation ACD skills to

Determine whether the conversation’s default skills combine with this action’s skills, or if the action’s skills replace the default skills.

  • If you select True, the system appends the ACD skills configured on this action to the existing skills already set on the conversation.
  • If you select False, or a NOT_SET Boolean, the ACD skills you configure for this action replace the conversation’s existing skills.
Add ACD Skill To view and select from a list of available ACD skills that agents must have to receive the interaction, click this button.