Play

Plays one or more audio file as part of the interaction. These can be pre-recorded audio files, text-to-speech (TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) renditions of values provided in the script, or a combination of these. A common use case for this action is to play messages for the caller. For example, "Thank you for calling XYZ Company" or "Your call may be recorded for quality assurance".

You can also use a Play action to deliver information to the caller by incorporating variables into the action sequence. For example, by bringing in data from a CRM or order management system, you could use a Play action to construct an order update message such as "Your recent order of {numberOfItems}, totaling {orderTotal} shipped on {shipDate]".

Play does not allow you to choose a starting position or play time, but will play the entire sequence in its entirety unless DTMFClosed Signaling tones that are generated when a user presses or taps a key on their telephone keypad. is pressed when DetectDTMF is set to True. An agent cannot hear what is played through this action, it only plays audio to the contact. Also, this action does not work after onAnswer unless the onHold event has fired.

Supported audio file type:

  • WAV (Uncompressed) with the following properties:
    • Bit Rate — 64 kbps
    • Audio sample size — 8 bit
    • Channels — 1 (mono)
    • Audio sample rate — 8 kHz
    • Audio format — CCITT μ-Law

Supported Script Types

Phone

Properties

Property Details

Sequence

Define the prompt that the action plays. Use the correct formatting for each segment of the prompt. For example, to specify an audio file, enter the name of the file in double quotes, such as "silence.wav". You can enter text that the text-to-speech service will speak. For example: "%Your account balance is". You can also include variables, such as: "${accountBalance}". If you use variables, ensure that your script passes the variable value to the action containing the prompt. You can combine multiple segments in the Sequence field. For example: 

"%Your account balance is""silence.wav" "${accountBalance}"

You can double-click the action icon to use the Prompt Manager.

TTS has a 300 character limit.

Phrase

Use this to property to document the way the prompt should read. This property is not used by the script. Because some prompts can be complex and contain multiple segments, it can be helpful to include the text written without the formatting required by the Sequence field.

ClearDigits When a contact presses a key on their telephone keypad, the generated DTMF tone is stored in a buffer. When the ClearDigits property is set to True (the default value), that buffer is cleared when the action begins. Otherwise, the action would immediately detect a DTMF tone and invoke the OnDigit or OnDTMF branch even if the key press was associated with an earlier action.
DetectDTMF Determines whether DTMFClosed Signaling tones that are generated when a user presses or taps a key on their telephone keypad. tones are processed while the action is running. The default value is True, which means that DTMF tones are processed if the contact presses a key and the OnDigit or OnDTMF branch of the script is triggered. If the value is set to False, DTMF tones are not processed even if the contact presses a key. For example, you might play a message at the point a contact is placed in queue which says, "An agent will be with you shortly. To leave the queue at any time, press the star key". The OnDigit or OnDTMF branch might then offer the contact the option to leave a voicemail message.

Branches

Branch Details

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 other branches are not defined.
OnDigit Path taken if DTMF detection is set to True and the contact presses a key during the action.

Tips & Tricks

  • The contact center agent cannot hear the Play action.
  • If you want the message to be played to both the caller and the agent, use the Whisper action.
  • TTS has a limit of 300 characters.

Similar Solutions

Music, Play, Playlog, and Whisper are similar actions that are best used in different scenarios. The main differences are:

  • TTS capabilities, including the use of variables
  • Selecting a starting position and play time
  • If the agent, contact, or both can hear what is played
  • Events that affect when the action can/will fire
  • Custom or CXone-provided WAV files

Phone Script Example Using Play

Play can be used in many different ways. In this example, the Hours of Operation profile determines whether the company is open, closed, or on holiday. If closed, one message will play. If on holiday, another message will play. If open, an agent will be requested.

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