End a Contact

Designed to terminate an active contact based on the unique contact ID. This can be used in any media type or channel and forces the active contact to conclude upon proper execution. Typical uses cases would be in emergency scenarios, clearing stuck contacts from queue, terminating a specific script (i.e. spawned), or when using API calls to run your agent application.

If terminating a specific script, you can use the End action. To terminate an active voice contact within the same script, you can use the ContactEnd action.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it. The icon for the Email script type - a large @ symbol in a diamond. The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape. The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it. The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line. The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it. The icon for the SMS script type - a smart phone with a chat bubble coming out of it. The icon for the Digital script type - a computer monitor with a smartphone next to it.
Generic Email Chat Phone Voicemail Work Item SMS Digital

Similar Actions

  • End—Terminates the script.
  • End a Contact—Terminates the active contact.
  • EndText—Terminates an SMS workflow that doesn't include a Regagent action (for Digital Channels only).
  • EndWi—Terminates a work item with a cause code.
  • Exit—Terminates a chat session and disconnects the chat contact.
  • Hangup—Terminates a phone script.

Do not use the Stop action to terminate a script. It doesn't terminate the script and leaves contacts running. This has a negative impact on the CXone servers.


Property Details
SecurityUser The output value of the SetSecurityUser action which authenticates a selected agent based on their permissions in the security profile. This field accepts {variables}. The default value is SecurityUser (same default output value of SetSecurityUser).
ContactID The desired state to which the agent will be set after executing this action successfully. Options include Unavailable or Available and can be consumed as variables.


Branch Details
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.
OnSuccess Path taken if the action completes without errors, and any API calls or data return were successful.
OnInvalidContactID Path taken if the requested Contact ID is invalid.
OnUnauthorized Path taken if the SecurityUser does not have the correct roles/permissions in order to execute the API action.
OnInvalidSecurityUser Path contact will take when an invalid security user is used.

Output Variables

Variable Details