Onanswer
This help page is for CXone Studio. This information is also available for Desktop Studio.
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Performs specific tasks when a contact is answered by a live agent or a called party, for example, when the called party picks up the phone, you can log the contact. Onanswer does not work with digital scripts. You can achieve a similar outcome for digital interactions using workflow automation. Create a trigger and job that spawn a script to run after the agent responds to the interaction. |
Dependencies
- Onanswer is an event action.
- Any script execution that may have been occurring before the contact was answered will be terminated. The script will resume from Onanswer, otherwise, the script will be suspended.
- The Onanswer event is not triggered until the called party (agent or contact) answers the phone.
- When the contact center agent answers a call, a marquee or screen pop could display.
Supported Script Types
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Generic |
Chat | Phone | Voicemail | Work Item | SMS |
Input Properties
These properties define data that the action uses when executing.
Property |
Description |
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Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. |
Skill Name Var |
The name of the variable to receive the name of the current ACD skill. Default: SKLNAME |
Agent First Name |
The name of the variable to receive the first name of the agent who answered the contact. Default: FIRST |
Agent Last Name |
The name of the variable to receive the last name of the agent who answered the contact. Default: LAST |
Agent ID |
The variable to receive the agent ID of the agent who answered the contact. Default: AGENTID |
Result Branch Conditions
Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.
Condition |
Description |
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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. |
Script Example
This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.
In this example, the system places a call, plays a message, and then the script hangs up the call. Additionally, when the call is answered, the Onanswer event triggers the call to be logged.
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