This help page is for Desktop Studio. This information is also available for CXone Studio.

Records a caller's voice in WAV file format for playback purposes, mostly for voicemail applications.

The recording is saved to your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment directory. To delete a recording, see the Delete action.

Supported Script Types

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.


Input Properties

These properties define data that the action uses when executing.




Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.


Enter the name of the WAV file the action creates, including the file extension (.wav). You can use a variable in this field. For example, to name the file with the contact ID, you would enter {contactId}.wav.

If you want to record over a file that already exists, use the ... (ellipsis) button to search for an already existing WAV file. When you find the file you want, verify that it is a WAV file.

You can also use the folders here to organize the files that the action creates.


The maximum number of seconds to record a caller’s voice before this action stops recording.


Determines whether the caller hears a beep tone before recording starts. When enabled, the caller hears a tone. When disabled, the caller does not hear a tone. Set to True to enable or False to disable.


Allows you to specify a way for the contact to indicate they are done providing information by entering a terminator digit. The most common value is # (that is, the caller presses the pound key on their phone). By default, the TermDigit is included as one of the digits received and stored in the ASRDIGITSResult variable. To automatically strip this value, append a dash (-) in this field, (for example, to use the pound sign and strip it from the stored results, enter #-).


Determines whether the digit buffer is cleared before recording a caller's voice. If enabled, the buffer is cleared. If disabled, it is not cleared. IF the caller pressed any keys during the call that weren't captured in another action, the recording may terminate immediately. Set to True to enable the option or False to disable it.


The value for this property is the maximum number of seconds to record while the caller is not speaking. Do not set this value too low because it is natural to have delays between words or phrases. In the case of one word recordings, a value of 1 second should work.


Determines whether the recording handles "dead air" during a conversation. Dead air happens when there is a pause during the conversation when no one is speaking. When enabled, this option trims dead air from the recording so only speaking is captured. When disabled, dead air is included in the recording. Enabling silence suppression results in shorter recordings but they may sound disjointed on playback. Set to True to enable orFalse to disable.


The value in this property is the duration of time (in seconds) that the script will wait to detect any voice that is being recorded. If a caller’s voice is not detected after the number of seconds entered in this property, the NoVoice branch condition will be triggered.

Result Branch Conditions

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




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.
TermDigit Path taken when one of the TermDigits is received by the caller. The recording is stopped.
Timeout Path taken when the timeout amount has elapsed.
MaxSilence Path taken if there is no response for the number of seconds specified.
NoVoice Path taken if the call is answered but no voice is heard for the specified amount of time.