ACD Group Parameters can be triggered to send REST calls from the telephony server during call processing with agents.
Syntax
The syntax of the parameter name determines where in the call flow the REST call is made.
The syntax of the parameter value determines the actual REST call made.
Parameter Name
The syntax is as follows:
CallTransfer.Client.<UseCase>.<Event>
<UseCase>
The following use cases are provided:
<UseCase> | Description |
|---|---|
| INBOUND.ACD.DIRECT | A direct inbound call |
| INBOUND.ACD.BLENDED | A direct inbound call which has gone through call blending |
| OUTBOUND.CLICKTOCALL | An outbound call via the click to dial function in agent home |
| OUTBOUND.DIALLER | An outbound call made via the dialler |
| TRANSFER.AGENT | Call transfer to an agent |
| TRANSFER.GROUP | Call transfer to an ACD-Group |
| TRANSFER.SYNONYM | Call transfer to a synonym |
| TRANSFER.NUMBER | Call transfer to a number |
| TRANSFER.NUMBER_ANNOUNCEMENT | Call transfer to a number with a configured announcement |
<Event>
The following events are provided which affect when the configured REST function is triggered:
<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.
The right hand part of the value determines the actual value used in the REST call.
The following lines are supported:
Value | Description | Specify | Example |
|---|---|---|---|
| URL=<url> | Specifies the URL to be called. Should be specified in fully qualified form using http or https as the protocol. A port can also be specified. | Once | URL=https://myrestserver.com:1234 |
| METHOD=GET/POST | Specifies the http method to use | Once | METHOD=GET |
| TIMEOUT=<ms> | Specifies a timeout in ms before the function is aborted. | Once | TIMEOUT=3000 |
| HEADER=<http_header> | Specifies an http header to be used. May be specified multiple times. | Zero or more times | HEADER=Bearer-Token: xxyyzz |
| QUERYPARAM=<param=value> | Specifies a query parameter which will be added to the URL in URL encoded format, | Zero or more times | QUERYPARAM=Agent=$agent_nickname |
| DATA=<value> | Specifies POST data which will be sent with the request. If the POST data is in JSON format, add a backslash before the double quote character (\"). | Zero or one time | DATA=Agent=$agent_nickname |
Variables
The following variables may be used in the parameter value:
Variable | Release | 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 | |
| $agent_email | 3.31 AND LATER | The email address 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 | |
| $statisticsparta_id | The ID of the call (in StatisticsPartA) | |
| $call_duration | 3.31 AND LATER | The duration of the call in seconds. Note, this is only relevant for the event CONNRES.1 |
Examples
Direct Inbound RINGING
The following parameter will send a GET request when a direct inbound ACD call is ringing:
Direct Inbound Answer
This parameter will send a POST request when a direct inbound ACD call is not answered:
