Onrelease

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

An open box with an arrow pointing to the outside.

Processes the end of a call, specifically for emailing a voicemail or sending call 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, the contact is released and the script is terminated.
When a caller, agent, or Hangup action hangs up the phone, and there is an Onrelease event in the script, the script will not terminate immediately, but will continue until there are no more actions that follow, or a Stop or Hangup action is executed.
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.
To process a phone call contact, CXone uses a Voice port. After a call has been released (i.e., completed), CXone uses an Other port (if one is available) to handle end of call processing. If there is not an Other port available, CXone continues to use the Voice port.
For troubleshooting purposes, when you run the debugger within 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.


Generic	Email	Chat	Phone	Voicemail	Work Item	SMS	Digital

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 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.