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

Performs specific tasks while a call is on hold, for example, playing music or a voice message.


  • Onhold is an event action.
  • Without an Onhold event, the caller would hear silence if they are placed on hold (and will most likely hang up).
  • The most common use for Onhold is to play music.
  • Other actions most commonly connected to Onhold include Play, Playlog, and Menu.

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.


Email Chat Phone Voicemail Work Item SMS



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 example is not a complete script. Additional scripting work is required to use this action.

In this script, you'll notice that Onhold is not connected to the main script, making it a standalone event. In this script, if a call is placed on hold, music will play until the call is taken off hold.

Download this script.