Playlog

Plays a WAV file that only the contact can hear. You can choose the starting point and play time.

Playlog gives you more control over the files you play than the Play or Music actions allow. For example, you can:

  • Play custom music or other WAV files such as recorded two-party conversations or voice messages.
  • Choose a starting position in the WAV file and how much of the file to play.
  • Allow the contact to interrupt the file playback with DTMF tones.

Dependencies

  • Only the contact can hear the WAV file that this action plays.

  • Playlog cannot play the default music files on the CXone platform. To play the default music, you must use the Music action.

  • This action doesn't support TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.. If you need TTS support, use Play, Whisper, or Reqagent.

  • Playlog doesn't work after OnAnswer, unless the OnHold event has fired.
  • Playing recordings of logged calls only works if you use ACD recording.

  • Audio files must be uncompressed WAV files with the following properties:

    • Bit rate—64 kbps
    • Audio sample size—8 bit
    • Channels—1 (mono)
    • Audio sample rate—8 kHz
    • Audio format—CCITT μ-Law

Supported Script Types

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.
Phone

Properties

Property Details
ContactIDorFile

Enter the file name of the WAV file you want the action to play. You can use a variable in this property.

If you want to play a call recording, you can enter the contact IDClosed A unique numerical identifier assigned to each contact of the logged call. In the current call, it can be referenced through {contactId}. This only works if the call was recorded with ACD recording.

StartOffset

Allows you to have the selected audio file start playing a point you specify instead of at the beginning. Enter the number of seconds from the beginning of the file where you want the action to start playing the audio. Variable substitution is commonly used for this property.

For example, if you have a loop of two Playlog actions and a Wait action, you could have the first Playlog action play from the beginning of the file. If you the first Playlog action plays for 30 seconds and you want the second Playlog action to resume playing at the point where the first one stopped, set StartOffset to 30.

The default value is 0, which means the file plays from the beginning. There's no maximum value, but if you enter a number greater than the length of the file, the script takes the OnComplete branch.

SecondstoPlay

Allows you to play a portion of the selected audio file. Enter the number of seconds of the file that you want to play.

The default value is 0, which means the music file plays from the beginning to the end. When this happens, the OnComplete branch condition is met and the script takes that path.

There is no maximum value, but if you enter a number greater than the length of the file, the script takes the OnComplete branch path.

The Default branch condition is met when SecondsToPlay is set to anything greater than zero and less than the total length of the file.

Variable substitution is commonly used for this property.
StoponDTMF

Set this property to True to detect the touch tones when a caller presses a number on their phone. When DTMF is detected, the recording pauses and the Digit Pressed branch condition is triggered.
CurrentPosition

Enter the name of the variable to receive the last position in the recording. Position in the recording is measured in seconds. When the recording is paused either due to SecondstoPlay being reached or by the caller pressing a digit, the current position is saved in this variable. The branch taken depends on why the file playback paused. You can use this value to resume playback at the same place where it left off.
ClearDigits

When a contact presses keys on their phone, a DTMF tone is generated and stored in a buffer. ClearDigits allows you to determine how this action handles DTMFClosed Signaling tones that are generated when a user presses or taps a key on their telephone keypad. tones that are in the buffer when the action starts.

The default is YesTrue, which clears the buffer when the action begins. Any key presses that happened earlier in the script will not be passed into this action. Set the action to NoFalse if you want this action to process and act on any DTMF tones that are passed to this action through the buffer. When DTMF tones are passed into this action, the script immediately takes the path for the OnDigit branch condition.

Branches

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.
OnComplete

The path taken when the selected audio file plays from start to finish. This can also happen when SecondsToPlay is set to 0 or if it's set to a value larger than the length of the file.

OnPaused

Path taken when a recording reaches the value of SecondstoPlay.
OnDigitPressed Path taken if DTMF detection is set to True and the contact presses a key during the action.

Tips & Tricks

  • With Playlog, you can index files, play your own custom music files, and play your own custom audio prompts.
  • Playlogcan be used to replay a two-party conversation that was recorded using Logcontact or to replay a recorded voice message.
  • Playlog allows easy access to recorded conversations through the specification of a contact IDClosed A unique numerical identifier assigned to each contact. It also allows advanced control over the voice mail playback process. For example, you can use it with CXone Attendant scripts.

Comparison of Similar Actions

The following actions have similar functions, but with some key differences: 

  • Music—Plays a music file that only the contact can hear. You can choose from a list of provided music files. You can specify a specific starting and stopping point in the file. Doesn't support playing custom audio files.
  • Play—Plays custom audio (WAV) files or text-to-speech (TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) prompts. The entire file is played. Only the contact can hear the audio.
  • Playlog—Plays custom audio (WAV) files that only the contact can hear. It allows you to select a specific starting and stopping point. Cannot play the music files that are built in to other actions, such as Music.
  • Reqagent—Plays custom audio (WAV) files or text-to-speech prompt that only the agent hears. The prompt plays before the agent and the contact are linked, so the prompt doesn't cause the contact to hear silence.
  • Whisper —Plays custom WAV files or text-to-speech prompts. You can set it to be audible by the contact only, the agent only, or both. The prompt plays after the agent and the contact are linked, so if the action plays for only the agent or the contact, the other party hears silence for the duration of the prompt.
  • Ziptone—Plays a tone for the agent after the contact and the agent are linked. The Reqagent action has a Ziptone property that plays a tone for the agent before the contact and agent are linked.