ONRELEASE

Processes the end of an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., such as emailing a voicemail or sending data to a database or a website.

Dependencies

• Onrelease is an event action.
• When a caller, agent, or the Hangup action hangs up the phone or an END action executes, the system releases the contact and terminates the script unless the script includes an Onrelease event action. If Onrelease is present, the script executes the actions connected to Onrelease and then terminates.
• ONRELEASE branches have the following restrictions: 
  • Do not add HANGUP or END to an ONRELEASE event branch. Both actions initiate an ONRELEASE event, so adding them to this branch may affect the termination of the script.
  • Media-specific actions (such as Play, Menu, or Record) are not allowed after the Onrelease event.
  • TheRunsub and Runscript actions should not be placed after the Onrelease action.
  • If the Onrelease branch includes a Stop action, the script terminates after executing STOP.
• To process a phone call contact, NiCE CXone uses a Voice port. After a call has been completed, NiCE CXone uses an Other port (if one is available) to handle end of call processing. If there is not an Other port available, NiCE CXone continues to use the Voice port.
• For troubleshooting purposes, when you run the script trace debugger in Studio, the SS7 cause codes auto-populate the _CALLRESULT, _CAUSECODE, and _CAUSECODECATEGORYID variables to indicate the reason a call was released.
• There can be only one Onrelease event action in a script.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item	SMS	Digital

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Cause Code	The name of the variable that stores the cause code. Cause codes are numeric values that are sent by the phone carrier in case of an error. If nothing is entered, the variable will default to p1.
Call Result	Not used.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
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.