ONANSWER

An event action that performs specific tasks when a contact is answered by a live agent or a called party, for example, when the called party picks up the phone, you can log the contact. Onanswer does not work with digital Any channel, contact, or skill associated with Digital Experience (DX). scripts. You can achieve a similar outcome for digital interactions using the OnAssignment action.

Dependencies

• Onanswer is an event action.
• Any script execution that may have been occurring before the contact was answered will be terminated. The script will resume from Onanswer, otherwise, the script will be suspended.
• The Onanswer event is not triggered until the called party (agent or contact) answers the phone.
• When the contact center agent answers a call, a marquee or screen pop could display.
• Onanswer does not fire for manual agent-initiated outbound calls. BEGIN serves the same purpose as Onanswer for custom outbound scripts. Onanswer does fire for outbound calls placed by the dialer.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

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.
Skill Name Var	The name of the variable to receive the name of the current ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Default: SKLNAME
Agent First Name	The name of the variable to receive the first name of the agent who answered the contact. Default: FIRST
Agent Last Name	The name of the variable to receive the last name of the agent who answered the contact. Default: LAST
Agent ID	The variable to receive the agent ID of the agent who answered the contact. Default: AGENTID

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.

Tips and Tricks

Onanswer doesn't fire in a custom outbound script for manual, agent-initiated calls. However, if if your script covers the situation where the agent reskills the outbound call to an inbound skill, you can include an Onanswer action with the corresponding logic for the beginning of the interaction after the reskill. The ONRESKILL action in the script will trigger ONANSWER.

Script Example

In this example, the system places a call, plays a message, and then the script hangs up the call. Additionally, when the call is answered, the Onanswer event triggers the call to be logged.

Download this script.