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ACD Groups can be configured to send SMS messages to callers when a callback event is created. 

If enabled, these parameters override the standard portal longtext These parameters provide the text which is used to create the SMS message.

ACD Group Parameter

Parameter

Description

AcdEvents.AcdEvents_CallbackCreate.SMSUsed, when a more specific text cannot be found as described below.
AcdEvents.AcdEvents_CallbackCreate.SMS.1Used, when a callback is created automatically due to the caller hanging up in the ACD queue.
AcdEvents.AcdEvents_CallbackCreate.SMS.2Used, 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.4Used, 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.5Used, 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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