ACD Groups can be triggered configured to send SMS messages to callers when a callback event is created. If enabled, these parameters override the standard portal longtext which is used to create the SMS message. ACD Group ParameterParameter | Description |
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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. |
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