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.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

SkillNameVar

The name of the variable to receive the name of the current skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, 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

Branches

Default

The default branch is the only branch that is available to be selected by dragging a connector from ONANSWER to another action.

Tips and Tricks

• ONANSWER is an event.
• 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.

Phone Script Example Using ONANSWER

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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