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

Disconnects parties that are in a two-party conversation. Functions with inbound and manual outbound phone, but not Personal Connection. There are two circumstances where Unlink is used:

  • After an agent has answered a queued call
  • After performing a Link with another call

If a call has been answered by an agent (see the Reqagent action for details), the script can issue Unlink to return to a state where the script can interact with the caller again, such as with an IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.. Once a second party is connected to a caller, audio can be played to the caller with a Whisper actionactionaction. Use Unlink to disconnect the two parties. When an agent has been in a conversation with a caller, and the conversation ends, the agent returns to an Available state and is ready for the next contact. The contact is placed in the Post-Queue state. At this point, the script may execute Play, Menu, Capture, and Record actions.

If two calls have been connected with a Link action, the Unlink action disconnects the two parties and leave both active. Therefore, it is important to use the ONSIGNAL event action to alert another script. Otherwise, the script will remain active, but idle. Refer to Onsignal for a method of communicating between scripts. An unlinked call can be re-linked at any time. It may also be linked to a different call.

Supported Script Types

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




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.