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.

Elements of an external actions node object literal
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
  External actions node example  

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.

Elements of an escalation details object literal
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:

Types of transfer action
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:

Types of transfer destination for IVR applications
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