SPAWN

Fires off an IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script that places a one-time "wake-up call" for a different script.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

ScriptName

This property is the name of the script you want to spawn. There is a browse (...) button in this property. When you click this button, a folder with script names opens. To enter a name for this property, you can either select it from the browse list, or you can type the Script name.

SpawnIDVar

This property is the name of a variable, the Contact IDA unique numerical identifier assigned to each contact., to receive the unique identifier of the spawned script.

The Master ID is the common identifier for a parent script and a child (spawned) script. The Master ID is a pre-defined variable that is automatically created for the contact.

Skill

The SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge ID to be assigned to the spawned script.

If you do not enter a skill, the spawned script will not trigger.

StartDate

The start date for the spawned script.

Parameters

The number of parameters (0-9) to send to the newly spawned script. Parameters are named P1 through Pn (where n is the Param Count). Enter the parameters one per line in the editor. After they are added click the plus icon to see the parameters listed as [0], [1], [2], etc.

Branches

Default

The Default branch condition will be used unless another specific branch condition is met.

OnLinked

This is an Interrupt event and will only be triggered if the spawned script issues a voice LINK action with the calling voice script. The SPAWN action will not suspend the script waiting for the On Linked branch condition to trigger. Instead, the Default branch condition will be triggered and the On Linked branch condition will be remembered.

Later, when the child script executes LINK, the parent script will stop processing and jump to the action attached to the On Linked branch.

OnTerminated

This is an Interrupt event and will only be triggered when the spawned script finishes. The SPAWN action will not suspend the script waiting for the On Terminated branch condition to trigger. Instead, the Default branch condition will be triggered and the On Terminated branch condition will be remembered.

Later, when the child script terminates, the parent script will stop processing and jump to the action attached to the On Terminated branch condition.

OnError

If the Script Name property does not represent a valid script, this branch condition will be triggered.

Tips and Tricks

• To have a SPAWN action create a one-time script schedule, simply specify a Start Date at least 10 minutes in the future. If a Start Date is not specified, the targeted script is immediately spawned.
• The SPAWN script action can be utilized to trigger a new script. Use SPAWN to perform actions that must occur at the same time. Typically, actions happen one after the other. The first action must complete, then the second action is triggered.
• Spawned scripts run parallel to the calling script. When a calling script triggers a SPAWN, the spawned script will begin immediately while the calling script continues processing.