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Plays a sequence of custom WAV files or text-to-speech to a contact, agent, or both while during an interaction (after OnAnswer has fired). This action temporarily un-links the call while the file plays, then re-links the call after the file finishes. Does not respond to DTMF. |
Supported Script Types
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| Phone |
Properties
| Property | Details |
|---|---|
| Sequence | The voice prompt to play. Double-click the action to create or select a prompt in the Play Properties box, or enter the file path of the voice prompt in the String Editor by right-clicking the action. Note that TTS has a 300 character limit. |
| Phrase | A description of the voice prompt determined in the Sequence field. You can enter text directly into the String Editor of the properties box (right click the action), or this field will automatically populate with the text entered in the Phrase field in the Play Properties box, which you can open by double-clicking the action. Best practice is to type the exact phrase that plays to |
| Target | Select Agent, Caller, or Both from the drop-down to determine the party to whom the prompt will play. When Caller is selected for an inbound call (or it is linked using the Link action), the caller is the party that initiated the call. In a spawned script, the caller is the party that was called. |
Branches
| Branch | Details |
|---|---|
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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. |
Tips & Tricks
Both the Whisper and Reqagent actions play messages. However, depending on the party to whom you want to play the message, and when you want to play it, there are distinctions between the Whisper and Reqagent actions.
The Whisper action:
- can be used to “whisper” a message to the agent, the caller, or both.
- whispers a message after two callers have been connected and they are in conversation.
- plays a prompt that will only be heard by the intended recipient selected in the Target property. While the prompt is playing, all other audio (including background noise) will be muted.
- increases Handle time.
- has a limit of 300 characters when used with TTS.
The Reqagent action:
- plays a message to agents only.
- plays a message at the start of a call/prior to linking.
- plays a message to the agent while the caller is still on hold.
- increase Queue time.
Once two calls are connected, (typically an agent with an outbound/inbound calling party), the script cannot play any other audio.
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