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

An old-style phone receiveer.

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 digitalClosed Any channel, contact, or skill associated with Digital Experience. scripts. You can achieve a similar outcome for digital interactions using workflow automation. Create a trigger and job that spawn a script to run after the agent responds to the interaction.


  • 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.

Supported Script Types

A square with a line branching from it that goes to three other squares.


Email Chat Phone Voicemail Work Item SMS

Input Properties

These properties define data that the action uses when executing.



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 skillClosed 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.




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.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

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.

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