Post Call script

This script is interpreted when the caller is still connected after all the other participants of the call hang up. It is triggered to post process the call, for example, to give a customer the chance to rate or answer a survey about the call.

For an incoming call, this script is triggered if the call was answered, and the customer is still connected after the other participants hang up.

This also applies:

  • If the call was transferred to another agent and the customer is still connected after the transferred agent hangs up.
  • If the call was transferred to an external party (for example, a manager) and the customer (first external party) is still connected after the second external party hangs up.
  • If the call was conferenced and the customer (first external party) is still connected after all other participants of the call hang up.

For an outgoing call, this script is triggered if the customer is still connected after the other participants hang up. The call is always answered because it is initiated by the agent.

For the list of blocks that can be used in this script, see Block availability per CallXML script.

Caution

After an unsuccessful transfer by agent or another network issue, a caller could end up in the Rejected script instead of the Post Call script.

To handle this, in the Call Rejected script add a Condition block with the expression: calldataAnsweringAgentId <> 0 and a GoTo block that redirects the caller to the Post Call script.

Note

After importing a workspace with existing VOIP scripts, you must manually add the Post Call script:

  1. Add a new script named Post Call.
  2. Save the script. This process converts the new script to a regular Post Call system script.
  3. Add the permitted blocks and publish the workspace.