ACD Groups can be triggered to send SMS messages 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 Parameter
Parameter | Description |
|---|---|
| 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. |