Function
This object is used to retrieve information on the last call made by the current caller to selected ACD groups.
The system searches for the caller, within the specified time, and in the specified ACD groups. The most recent call is used when determining the result and variables returned by this object.
Notes:
- only incoming calls are searched
- UsersID and UID are only returned for successful calls. Unsuccessful tries to reach agents are not considered.
- If the result is not OK, then the only variable which contains a deterministic value is prefix.RESULT.
Parameters
| Parameter | Purpose |
Object Name | The name of this object instance |
Caller | The caller number to search for. Usually, you would specify $caller here, but for test purposes any number may be specified. |
| For ACD Groups | Specify a comma separated list of ACD groups (optionally using variables), or leave empty to check all ACD groups. |
| Within time period | Here, you specify the time period during which the search will be made. Only calls within the specified time period will be consiered. |
| Variable prefix | Specify a variable prefix to which the results will be stored. This prefix is specified without a $ sign. |
Outputs
Output | Used when ... |
Continue | A record is found |
| Not Found | No record for the specified caller was found using the criteria specified (ACD groups and time period) |
| Error | An error occurred. This is most likely due to the incorrect specification of the ACD groups - either missing commas at the relevant positions, or specifying variables which could not be evaluated. |
Variables Provided
Prefix is replaced with the prefix specified in the object definition.
Variable | Contains |
prefix.AcdGroupActionsID | The ID of the ACD group action (group rule) used when the call exited the group. |
| prefix.AcdGroupActionTypesID | The type of the ACD group action (group rule) used when the call exited the group. |
| prefix.AcdGroupEndReasonsID | The group end reason for the call exiting the ACD group. |
| prefix.AcdGroupsID | The ID of the last group the caller called or was connected to. |
| prefix.AcdAgentGroupsID | The ID of the last agent group the caller called or was connected to. |
| prefix.AcdConfigurationGroupsID | The ID of the last configuraton group the caller called or was connected to. |
| prefix.dtGroupStart | When the last call the caller made to the ACD group returned started. |
| prefix.nPriorityGroupStart | The priority of the call, when it entered the ACD group. |
| prefix.nSecondsGroupStartGroupEnd | The number of seconds from group start to group end. |
| prefix.RESULT | The result of the query performed by this object. The following values may be returned:
|
| prefix.UsersID | The ID of the user (Agent) the caller was connected to - only successful calls are considered. |
| prefix.UsersUID | The UID of the user (Agent) the caller was connected to - only successful calls are considered. |