Onanswer
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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 |
Supported Script Types
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Generic | Chat | Phone | Voicemail | Work Item | SMS |
Properties
Property | Details |
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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 |
Branches
Branch | Details |
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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 & 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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