HOLD CONTACT

An API action that places a contact on hold. This action functions like the API for holding a session - see the holdASession API on the developer portal for more information.

Dependencies

• This action always needs to be preceded by the SetSecurityUser action to get the securityUser.
• This action always needs to be preceded by the JoinAgentSession action to get the sessionId.

• This is an API action. It is found on the API Actions palette in Desktop Studio.

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Security User	The output value of the SetSecurityUser action which authenticates a selected agent based on their permissions in the security profile. This field accepts variable formatted with curly brackets ( { } ). The default value is SecurityUser (same default output value of SetSecurityUser).
Session Id	The unique ID assigned to the agent's login session within the CXone Mpower system.
Contact Id	The variable that holds the contact ID A unique numerical identifier assigned to each contact..

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Success	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
InvalidSecurityUser	Path taken when an invalid security user is used.
InvalidAgentSession	Path taken if the Session Id entered is invalid.
InvalidContactId	Path taken if the requested Contact ID is invalid.
InvalidState	Path taken if a value other than Unavailable or Available is entered.