Task and state editor actions


The Architect task editor provides several tools that help you create a sequence of actions to make up a task. These task actions are available from the Architect Toolbox. A unique icon appears for each action, so you can easily identify it in the toolbox, task editor, and design area. The actions in the Architect Toolbox vary depending on your PureCloud license plan. For more information about the task editor and the Toolbox, see the Suggested content.


Within the task or state editor, and in task or state preview mode, you can collapse or expand actions. This feature is helpful when you want to hide lengthy pieces of logic that can make the task or state difficult to navigate.

  • In any action or output, click More and from the menu that appears, click Collapse.
    Architect indicates the number of actions that collapse as part of the task. It also shows if the collapsed actions end the task, state, or flow, and whether any actions are in error.
  • To expand the action, click the hidden actions message. Alternatively, click More and from the menu that appears, click Expand

You can also collapse outputs rather than entire actions. For example, if you have a large amount of logic under a Switch action, you can collapse case configuration while you configure or view other cases that are related to the Switch action. 

In addition, if you click a validation error that pertains to a collapsed action, Architect expands the action that contains the error.


タスク エディターのアクションについては、次のページを参照してください。


アイコン カテゴリ アクション 説明
オーディオの再生 オーディオ再生 Add a prompt for the caller.
Set Whisper Audio Let the agent know which queue the caller selected.
データ Call Data action Retrieve information about a customer from default or custom data actions integration in PureCloud.
Bridge にコール アクション Retrieve a specific attribute about a contact from a Bridge サーバー database.
入力収集 Prompt a caller to enter a string of digits.
Data Table Lookup Retrieve data stored in a PureCloud data table.
参加者データ取得 Set up an attribute to retrieve from a call participant.
参加者データ設定 Set an attribute value on a call participant.
Set UUI Data Pass UUI data in transfer actions and disconnect actions.
データの更新 Assign values to flow or task level variables.
内線番号でダイヤル 内線番号でダイヤル Set up functionality that allows the caller to dial and transfer to a specific extension.
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
フロー Create Callback Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
Enable Participant Recording Use this action to provide callers the option of allowing PureCloud to record the inbound call.
言語の設定 Allow callers to select the desired language in which to hear prompts.
画面ポップ設定  Select a predefined script and, if necessary, configure the input variables that store the selection made by the user at runtime.
ラップアップ コードを設定 Allow agents to select the desired wrap-up code in which to assign to the call.
Logical 判断 Direct the process branch, depending on whether a condition is true.
切り替え This action is similar to a Decision action, and is easy to set up for multiple case evaluations. Configure a switch action to specify what Architect should do, when to do it, and under which circumstances.
ループ ループ Direct your process to repeat a series of actions before it goes on to the next action in your design.
次のループ Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
ループの終了 Use the Exit Loop action inside a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
メニュー メニューに移動 Give callers the option of transferring immediately to a designated menu.
前のメニュー Give callers the option of transferring to the previous menu.
再利用タスクに移動 再利用可能タスクに移動 Insert a complete task previously configured in the Reusable Tasks area.
転送 ACD に転送 Use the Transfer to ACD action to transfer a caller into a queuing system.
ユーザーに転送 Transfer a caller directly to a PureCloud user.
番号に転送 Transfer a caller to an external number.
Transfer to Group Transfer a caller directly to a PureCloud group.
フローに転送 Transfer a caller to another call flow. 
Transfer to Secure Flow Transfer a caller to a secure call flow. 
ボイスメールに転送 Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a PureCloud user’s voicemail. 
切断 切断 Provide callers with a graceful way to exit a menu system by disconnects the call immediately.


アイコン カテゴリ アクション 説明
オーディオの再生 オーディオ再生 Add a prompt for the caller.
Set Whisper Audio Let the agent know which queue the caller selected.
データ Call Data action Retrieve information about a customer from default or custom data actions integration in PureCloud.
Bridge にコール アクション Retrieve a specific attribute about a contact from a Bridge サーバー database.
入力収集 Prompt a caller to enter a string of digits.
Data Table Lookup Retrieve data stored in a PureCloud data table.
参加者データ取得 Set up an attribute to retrieve from a call participant.
参加者データ設定 Set an attribute value on a call participant.
Set UUI Data Pass UUI data in transfer actions and disconnect actions.
データの更新 Assign values to flow or task level variables.
内線番号でダイヤル 内線番号でダイヤル Set up functionality that allows the caller to dial and transfer to a specific extension.
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
フロー Create Callback Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
Enable Participant Recording Use this action to provide callers the option of allowing PureCloud to record the inbound call.
画面ポップ設定  Select a predefined script and, if necessary, configure the input variables that store the selection made by the user at runtime.
言語の設定 Allow callers to select the desired language in which to hear prompts.
ラップアップ コードを設定 Allow agents to select the desired wrap-up code in which to assign to the call.
Logical 判断 Direct the process branch, depending on whether a condition is true.
切り替え This action is similar to a Decision action, and is easy to set up for multiple case evaluations. Configure a switch action to specify what Architect should do, when to do it, and under which circumstances.
ループ ループ Direct your process to repeat a series of actions before it goes on to the next action in your design.
次のループ Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
ループの終了 Use the Exit Loop action inside a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
メニュー メニューに移動 Give callers the option of transferring immediately to a designated menu.
前のメニュー Give callers the option of transferring to the previous menu.
再利用タスクに移動 再利用可能タスクに移動 Insert a complete task previously configured in the Reusable Tasks area. 
転送 ACD に転送 Use the Transfer to ACD action to transfer a caller into a queuing system. 
ユーザーに転送 Transfer a caller directly to a PureCloud user.
番号に転送 Transfer a caller to an external number.
Transfer to Group Transfer a caller directly to a PureCloud group.
フローに転送 Transfer a caller to another call flow. 
Transfer to Secure Flow Transfer a caller to a secure call flow. 
ボイスメールに転送 Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a PureCloud user’s voicemail. 
切断 切断 Provide callers with a graceful way to exit a menu system by disconnects the call immediately.


アイコン カテゴリ アクション 説明
オーディオの再生 オーディオ再生 Add a prompt for the caller.
Play Position in Queue Informs callers of their place in the queue.
Play Estimated Wait Time Make educated estimates on wait time based on historical data, and play the wait time back to the caller.
Set Whisper Audio Let the agent know which queue the caller selected.
データ Call Data action Retrieve information about a customer from default or custom data actions integration in PureCloud.
Bridge にコール アクション Retrieve a specific attribute about a contact from a Bridge サーバー database.
入力収集 Prompt a caller to enter a string of digits.
Data Table Lookup Retrieve data stored in a PureCloud data table.
参加者データ取得 Set up an attribute to retrieve from a call participant.
参加者データ設定 Set an attribute value on a call participant.
Set UUI Data Pass UUI data in transfer actions and disconnect actions.
データの更新 Assign values to flow or task level variables.
内線番号でダイヤル 内線番号でダイヤル Set up functionality that allows the caller to dial and transfer to a specific extension.
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
フロー Create Callback Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
Enable Participant Recording Use this action to provide callers the option of allowing PureCloud to record the inbound call.
画面ポップ設定  Select a predefined script and, if necessary, configure the input variables that store the selection made by the user at runtime.
言語の設定 Allow callers to select the desired language in which to hear prompts.
保留音 保留音 Use this action to set up the audio behavior while a caller is waiting in a queue.
Logical 判断 Direct the process branch, depending on whether a condition is true.
切り替え This action is similar to a Decision action, and is easy to set up for multiple case evaluations. Configure a switch action to specify what Architect should do, when to do it, and under which circumstances.
ループ ループ Direct your process to repeat a series of actions before it goes on to the next action in your design.
次のループ Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
ループの終了 Use the Exit Loop action inside a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.

転送 ACD に転送 Use the Transfer to ACD action to transfer a caller into a queuing system. 
ユーザーに転送 Transfer a caller directly to a PureCloud user.
番号に転送 Transfer a caller to an external number.
Transfer to Group Transfer a caller directly to a PureCloud group.
フローに転送 Transfer a caller to another call flow. 
Transfer to Secure Flow Transfer a caller to a secure call flow. 
ボイスメールに転送 Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a PureCloud user’s voicemail. 
切断 切断 Provide callers with a graceful way to exit a menu system by disconnects the call immediately.

アイコン カテゴリ アクション 説明
オーディオの再生 オーディオ再生 Add a prompt for the caller.
Set Whisper Audio Let the agent know which queue the caller selected.
データ Call Data action Retrieve information about a customer from default or custom data actions integration in PureCloud.
Bridge にコール アクション Retrieve a specific attribute about a contact from a Bridge サーバーdatabase.
Call Secure Data Call specific attributes from a data action database.
入力収集 Prompt a caller to enter a string of digits.
Data Table Lookup Retrieve data stored in a PureCloud data table.
Extract Secure Data Copy secure data to a non-secure variable of the same type.
参加者データ取得 Set up an attribute to retrieve from a call participant.
参加者データ設定 Set an attribute value on a call participant.
Set UUI Data Pass UUI data in transfer actions and disconnect actions.
データの更新 Assign values to flow or task level variables.
内線番号でダイヤル 内線番号でダイヤル Set up functionality that allows the caller to dial and transfer to a specific extension.
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
フロー Create Callback Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
画面ポップ設定  Select a predefined script and, if necessary, configure the input variables that store the selection made by the user at runtime.
言語の設定 Allow callers to select the desired language in which to hear prompts.
Logical 判断 Direct the process branch, depending on whether a condition is true.
切り替え This action is similar to a Decision action, and is easy to set up for multiple case evaluations. Configure a switch action to specify what Architect should do, when to do it, and under which circumstances.
ループ ループ Direct your process to repeat a series of actions before it goes on to the next action in your design.

次のループ

Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
ループの終了 Use the Exit Loop action inside a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
メニュー メニューに移動 Give callers the option of transferring immediately to a designated menu.
前のメニュー Give callers the option of transferring to the previous menu.
再利用タスクに移動 再利用可能タスクに移動 Insert a complete task previously configured in the Reusable Tasks area. 
転送 ACD に転送 Use the Transfer to ACD action to transfer a caller into a queuing system. 
ユーザーに転送 Transfer a caller directly to a PureCloud user.
番号に転送 Transfer a caller to an external number.
Transfer to Group Transfer a caller directly to a PureCloud group.
フローに転送 Transfer a caller to another call flow.
Transfer to Secure Flow Transfer a caller to a secure call flow. 
ボイスメールに転送 Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a PureCloud user’s voicemail. 
Return to Agent Return to Agent

Depending on the flow design, adding this action at the end of the secure flow can:

  • Return the caller can return to the initial flow and reconnect with an agent.
  • Disconnect the call if the flow instance is the only other participant other than the current call.
切断 切断 Provide callers with a graceful way to exit a menu system by disconnects the call immediately.

アイコン カテゴリ アクション 説明
データ Call Data Action Retrieve information about a customer from default or custom data actions integration in PureCloud.
Data Table Lookup Retrieve data stored in a PureCloud data table.
Get Response Use with the Send Auto Reply action to send an automated reply to a customer
参加者データ取得 Set up an attribute to retrieve from a call participant.
参加者データ設定 Set an attribute value on a call participant.
データの更新 Assign values to flow or task level variables.
切断 切断 Provide callers with a graceful way to exit a menu system by disconnects the call immediately
Send Auto Reply Send Auto Reply Send an email reply to a customer based on the inbound email interaction’s attributes.
外部連絡先管理機能 Get External Contact Retrieve information about an existing external contact.
Get External Organization Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
Search External Contacts Find one or more external contacts based on your search terms.
フロー 言語の設定 Allow callers to select the desired language in which to hear or view prompts.
Set Screen Pop 事前に定義されたスクリプトを選択し、必要であれば、実行時にユーザーが行った選択を保存する入力変数を構成します。
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
Logical 判断 Direct the process branch, depending on whether or not a condition is true.
切り替え This action is similar to a Decision action, and is easy to set up when multiple cases must be evaluated. Configure a switch action to specify what has to be done by Architect, when, and under which circumstances.
Evaluate Schedule Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
Evaluate Schedule Group Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
ループ ループ Direct your to process repeat a series of actions before it goes on to the next action in your design.
次のループ Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.>
ループの終了 Use the Exit Loop action inside of a Loop action to terminate the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Change State Change State Jump the process directly to the beginning of a different state without any intervening steps.
Call Task Call Task Use this action to call another task. When the called task completes, the configured output path determines how flow execution continues.
転送 ACD に転送 Use the Transfer to ACD action to transfer a caller into a queuing system. 
Wait Wait Pause the email process for a duration or until a time that you specify.

 


アイコン カテゴリ アクション 説明
データ Call Data Action Retrieve information about a customer from default or custom data actions integration in PureCloud.
Data Table Lookup Retrieve data stored in a PureCloud data table.
Get Response Use with the Send Auto Reply action to send an automated reply to a customer
参加者データ取得 Set up an attribute to retrieve from a call participant.
参加者データ設定 Set an attribute value on a call participant.
データの更新 Assign values to flow or task level variables.
切断 切断 Provide callers with a graceful way to exit a menu system by disconnects the call immediately
外部連絡先管理機能 Get External Contact Retrieve information about an existing external contact.
Get External Organization Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
Search External Contacts Find one or more external contacts based on your search terms.
フロー 言語の設定 Allow callers to select the desired language in which to hear or view prompts.
Set Screen Pop 事前に定義されたスクリプトを選択し、必要であれば、実行時にユーザーが行った選択を保存する入力変数を構成します。
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
Logical 判断 Direct the process branch, depending on whether or not a condition is true.
切り替え This action is similar to a Decision action, and is easy to set up when multiple cases must be evaluated. Configure a switch action to specify what has to be done by Architect, when, and under which circumstances.
Evaluate Schedule Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
Evaluate Schedule Group Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
ループ ループ Direct your to process repeat a series of actions before it goes on to the next action in your design.
次のループ Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.>
ループの終了 Use the Exit Loop action inside of a Loop action to terminate the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Send Response Send Response Configure a message and return it to a recipient. 
Change State Change State Jump the process directly to the beginning of a different state without any intervening steps.
Call Task Call Task Use this action to call another task. When the called task completes, the configured output path determines how flow execution continues.
Transfer to ACD ACD に転送 Use the Transfer to ACD action to transfer a caller into a queuing system. 
Wait Wait Pause the email process for a duration or until a time that you specify.

アイコン カテゴリ アクション 説明
データ Call Data Action Retrieve information about a customer from default or custom data actions integration in PureCloud.
Data Table Lookup Retrieve data stored in a PureCloud data table.
Get Response Use with the Send Auto Reply action to send an automated reply to a customer. This action enables you to personalize the survey invitation by adding specific details to the survey. For example, date of contact, customer name, agent name, communication type, and survey URL.
データの更新 Assign values to flow or task level variables.
外部連絡先管理機能 Get External Contact Retrieve information about an existing external contact.
Get External Organization Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
Search External Contacts Find one or more external contacts based on your search terms.
Logical 判断 Direct the process branch, depending on whether a condition is true.
切り替え This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
Evaluate Schedule Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
Evaluate Schedule Group Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
ループ ループ Direct your process repeat a series of actions before it goes on to the next action in your design.
次のループ Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
ループの終了 Use this action inside a Loop action to end and exit the current loop, and to continue flow execution by moving to the following action.
Change State Change State Jump the process directly to the beginning of a different state without any intervening steps.
Call Task Call Task Call another task. When the called task completes, the configured output path determines how flow execution continues.
Survey Invites Abort Survey Determine if the contact selects to opt out of surveys and if so, end the conversation even if the policy matches the contact.
Complete Survey Set up a customized email that invites your external contacts to take a survey after completing an interaction with an agent or representative.
Wait Wait Pause the survey invite process for a duration or until a time that you specify.
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.

 

近日リリース予定

アイコン カテゴリ アクション 説明
データ Call Data Action Retrieve information about a customer from default or custom data actions integration in PureCloud.
Data Table Lookup Retrieve data stored in a PureCloud data table.
Get Response Use with the Send Auto Reply action to send an automated reply to a customer
参加者データ取得 Set up an attribute to retrieve from a call participant.
参加者データ設定 Set an attribute value on a call participant.
データの更新 Assign values to flow or task level variables.
切断 切断 Provide callers with a graceful way to exit a menu system by disconnects the call immediately
外部連絡先管理機能 Get External Contact Retrieve information about an existing external contact.
Get External Organization Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
Search External Contacts Find one or more external contacts based on your search terms.
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
フロー 言語の設定 Allow callers to select the desired language in which to hear prompts.
画面ポップ設定  Select a predefined script and, if necessary, configure the input variables that store the selection made by the user at runtime.
Logical 判断 Direct the process branch, depending on whether a condition is true.
切り替え This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
Evaluate Schedule Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
Evaluate Schedule Group Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
ループ ループ Direct your process repeat a series of actions before it goes on to the next action in your design.
次のループ Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
ループの終了 Use this action inside a Loop action to end and exit the current loop, and to continue flow execution by moving to the following action.
Send Response Send Response Configure a message and return it to a recipient. 
Change State Change State Jumps the process directly to the beginning of a different state without any intervening steps.
Call Task Call Task Call another task. When the called task completes, the configured output path determines how flow execution continues.
Transfer to ACD ACD に転送 Transfers a message into a queuing system. 
Wait Wait Pauses the message process for a duration or until a time that you specify.