Onanswer

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 digitalClosed Any channel, contact, or skill associated with Digital Experience. 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

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

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

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

Generic

 Email Chat Phone Voicemail Work Item SMS

Input Properties

These properties define data that the action uses when executing.

Property

Description

Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

SkillNameVar

The name of the variable to receive the name of the current ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Default: SKLNAME

AgentFirstName

The name of the variable to receive the first name of the agent who answered the contact. Default: FIRST

AgentLastName

The name of the variable to receive the last name of the agent who answered the contact. Default: LAST

AgentID

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

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 example is not a complete script. Additional scripting work is required to use this action.

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.

Download this script.