ACD Groups can be configured to send SMS messages to callers when a callback event is created.
These parameters provide the text which is used to create the SMS message.
ACD Group Parameter
Parameter | Description |
|---|---|
| AcdEvents.AcdEvents_CallbackCreate.SMS | Used, when a more specific text cannot be found as described below. |
| AcdEvents.AcdEvents_CallbackCreate.SMS.1 | Used, when a callback is created automatically due to the caller hanging up in the ACD queue. |
| AcdEvents.AcdEvents_CallbackCreate.SMS.2 | Used, when a callback is created due to a group rule in the call flow. This usually involves the caller pressing a DTMF key to initiate the callback request. |
| AcdEvents.AcdEvents_CallbackCreate.SMS.4 | Used, when a callback is created manually by an agent outside of an active call. This involves the agent entering the callback number manually. |
| AcdEvents.AcdEvents_CallbackCreate.SMS.5 | Used, when a callback is created manually by an agent during an active call. The number to which the callback refers is taken from the active call. |
Variables
The following variables can be used:
Variable | Wert |
|---|---|
| $date_time | The current date and time in the format %Y-%m-%d %H:%i:%s |
| $caller | The caller number in E.164 format without a + |
| $group_name | The name of the ACD group |
| $group_number | The number of the ACD group |