...
<Event> | Description | Inbound | Outbound | Comments |
|---|---|---|---|---|
| RINGING | sent when the call is in the ringing state | x | x | This event is always sent FIRST. |
| CONNECTED | sent when the call is connected | x | x | |
| CONNRES.1 | sent when the call was successful and is ended | x | x | |
| CONNRES.2 | sent when the call was not answered | x | x | |
| CONNRES.3 | send when the destination is busy | x | Not provided for inbound calls, since RINGING is required first. | |
| CONNRES.4 | sent when the caller (inbound) or agent (outbound) hungup during the call initiation or ringing phase | x | x | |
| CONNRES.5 | Not provided as RINGING is required first. | |||
| CONNRES.6 | sent when the called agent refused the call or hungup during a whisper transfer announcement | x | If a destination agent telephone rings then becomes busy, this means the agent refused the call. This CONNRES is used in that case. | |
| CONNRES.7 | Not provided since RINGING is required first. |
Examples
CallTransfer.Client.INBOUND.ACD.DIRECT.RINGING
CallTransfer.Client.INBOUND.ACD.DIRECT.CONNECTED
CallTransfer.Client.INBOUND.ACD.DIRECT.CONNRES.2
CallTransfer.Client.OUTBOUND.DIALLER.CONNECTED
Parameter Values
The value of the parameter determines how the REST call is made.
It is a multi-line parameter, each line must begin with one of the fields below followed by an equals ("=") sign.
...
Variable | Description |
|---|---|
| $date_time | the current date and time |
| $service_number | the ServiceNumbers.Name field |
| $service_name | the ServiceNumbers.Name2 field |
| $caller | the caller ID |
| $agent_name | The surname of the agent |
| $agent_firstname | The firstname of the agent |
| $agent_number | The number of the agent |
| $agent_id | The ID of the agent |
| $agent_tel | The telephone number of the agent |
| $agent_uid | The UID of the agent |
| $agent_nickname | The NickName of the agent |
| $group_name | The name of the ACD group |
| $group_number | The number of the ACD group |
| $diallercampaign_name | The name of the dialler campaign |
| $diallercontact_name | The surname of the dialler contact |
| $diallercontact_firstname | The firstname of the dialler contact |
| $diallercontact_externalsystemlink | The external system link for the dialler contact |
| $diallercontact_userdata | The UserData field for the dialler contact |
Examples
Direct Inbound RINGING
The following parameter will send a GET request when a direct inbound ACD call is ringing:
...