External actions node
The external actions node represents actions to be performed when ending a conversation, transferring to another system, or escalating to a live agent. In a node object literal, the external actions node element is identified with this key: externalactionNode
.
Element | Type | Description |
---|---|---|
name | String | Name of the node (see Naming guidelines) |
description | String | Description of the node (maximum 1000 characters) |
actionType | String | Either END or ESCALATE |
escalationDetails | Escalation details object | Only present if actionType is ESCALATE and a specific type of transfer action is required: type of transfer action to perform—Applies to IVR applications only, and requires engine pack 2.4 (or later). |
inputVariablesConcepts | Array of inputs | Key-value pairs representing variables, entities, and other objects to pass on to the client application |
outputVariables | Array of variables | One or more variables to be returned by the client application |
successTransition | Transition object | Only present if actionType is ESCALATE ; transition to perform if the client application returns with a success status |
failureTransition | Transition object | Only present if actionType is ESCALATE ; transition to perform if the client application returns with a failure status |
successTransitionId | String | UUID of the transition to perform if the client application returns with a success status |
failureTransitionId | String | UUID of the transition to perform if the client application returns with a failure status |
outputVariableIds | Array | UUIDs of the variables to be returned by the client application (possibly including SYS_VAR_channel if using the predefined variable channel) |
timestamp | String | Date and time of the last modification, in this format: YYYY-MM-DD hh:mm:ssZ—for example, 2019-08-21T08:34:27Z |
Escalation details
Self-hosted Speech Suite deployments, and Nuance-hosted IVR applications: This feature requires engine pack 2.4 (or later).
Represents a type of transfer action and its destination. Applies to IVR applications only.
Element | Type | Description |
---|---|---|
escalationType | String | One of the supported transfer types |
destination | Object | Key-value pair representing one of the supported destination types |
Supported transfer types
The Dialog service supports these types of transfer for IVR applications:
Value | Description |
---|---|
BLIND | The IVR application connects the caller to the called party and drops the connection—Blind transfers don’t support monitoring call outcomes |
ROUTE_REQUEST | The IVR application transfers the caller to an agent or agent queue, or delegates the routing logic to an agent management system such as Dynamics 365 Customer Service |
Supported destination types
The Dialog service supports these types of transfer destination:
Element key | Value type | Description |
---|---|---|
destinationConstant | String | Constant used as the transfer destination (maximum 255 characters) |
destinationVariable | Variable object | Variable used as the transfer destination |
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