Spawn

The icon for the Spawn action - a curved piecve of paper with an ellipsis (...) next to it and an arrow pointing from the paper to the dots.

Fires off an IVRClosed 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.

For a script to spawn successfully, the skill associated with the to-be-spawned script must meet two conditions:

  • The skill must be active.
  • The skill must match the script type. For example, phone scripts must correlate with phone call skills. You can find the skill type on the Details tab of a skill.

This also applies to spawning a script directly from the platform (Click the app selector and select ACD. Go to Contact Settings > Scripts and open the Spawn tab.). Scripts with the Generic type work with any active skill.

Supported Script Types

Properties

Property Details
ScriptName The script you want to spawn. You can click the Choose Script link at the top of the action's properties box to select a script stored for your tenant.
SpawnIDVar The name of a variable to receive the unique identifier, the Contact IDClosed A unique numerical identifier assigned to each contact., 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 Allows you to define an ACD skill. If the value is set to Default, the script uses the default skill assigned to the associated point of contact.
StartDate The start date for the spawned script. The action and the to-be-spawned script both use the tenant's time zone.
Parameters Enter parameters (0-9) to send to the newly spawned script. When tracing a script, these parameters appear in the Begin action of the newly spawned script. In the trace output, the parameters are named in the Name column as p1 through pn (where n is the parameter count) and the actual variable name is in the Value column. Enter the parameters one per line in the editor. After adding parameters in the editor, you can expand the Parameters field to see each parameter that you previously entered.

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.
OnLinked Path taken 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 OnLinked branch condition to trigger. Instead, the Default branch condition will be triggered and the OnLinked branch condition will be remembered. This is an Interrupt event.

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 Path taken when the spawned script finishes. The Spawn action will not suspend the script waiting for the OnTerminated branch condition to trigger. Instead, the Default branch condition will be triggered and the OnTerminated branch condition will be remembered. This is an Interrupt event.

Later, when the child script terminates, the parent script will stop processing and jump to the action attached to the OnTerminated branch condition.
OnError Path taken when the action fails to execute properly.

Tips & 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 Start Date for the Spawn action and the to-be-spawned script both use the tenant's time zone.
  • 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 begins immediately while the calling script continues processing.