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 First Omnichannel. 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.
Supported Script Types
|SkillNameVar||The name of the variable to receive the name of the current
|AgentFirstName||The name of the variable to receive the first name of the agent who answered the contact. Default: FIRST|
|AgentLastName||The name of the variable to receive the last name of the agent who answered the contact. Default: LAST|
|AgentID||The variable to receive the Agent ID of the agent who answered the contact. Default: AGENTID|
|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 & Tricks
- Onanswer is an event.
- 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.
Phone Script Example Using Onanswer
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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