Onrelease

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. The Runsub 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.

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.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

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.

CauseCode

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.

CallResult

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.