Introduction
Group Parameters can be configured, giving the ability to trigger REST functions at certain points in the call flow. Functions can range from seding a GET request when a call transfer is made to an agent, to opening a crm url when a call is accepted by an agent.
Creating and editing parameters
To create a new parameter click on "Add"
To modify an existing parameter click on "Edit"
To duplicate an existing parameter click "Copy"
The "Add" and "Edit" options will bring you to the following page
Syntax
The syntax of the parameter is as follows:
CallTransfer.Client.<UseCase>.<Event>
<UseCase>
The following examplary use cases can be included in the parameter name and will decide at which point in the call-flow an action is triggered:
| <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 done via the click to dial function in Agent Home |
| OUTBOUND.DIALLER | An outbound call made via the dialler |
| TRANSFER.AGENT | A call transfer to an agent |
| TRANSFER.GROUP | A call transfer to an ACD-Group |
| TRANSFER.SYNONYM | A call transfer to a synonym |
| TRANSFER.NUMBER | A call transfer to a number |
| TRANSFER.NUMBER_ANNOUNCEMENT | A call transfer to a number with a configured announcement |
<Event>
The following event types can be configured in the parameter name and will affect when the configured REST function is triggered:
| <Event> | Description |
|---|---|
| RINGING | sent when the call is in the ringing state |
| CONNECTED | sent when the call is connected |
| CONNRES.1 | sent when the call was successful and is ended |
| CONNRES.2 | sent when the call was not answered |
| CONNRES.4 | sent when the caller hungup during the transfer |
| CONNRES.6 | sent when the called agent refused the call or hungup during a whisper transfer announcement |
Note, the use cases CONNRES.3 (Busy) and CONNRES.5 (SIP Reason) and CONNRES.7 (Error) are not necessary, since a RINGING event must always be received before any REST calls are made.
Parameter Values
Values
The value of the parameter is specified as a multi-line value instructing the server what to do. The following lines are allowed:
| Value | Description |
|---|---|
| URL=<url> | Specifies a URL to be called |
| METHOD=GET/POST | Specifies the http method to use |
| TIMEOUT=<ms> | Specifies a timeout in ms before the function is aborted. |
| HEADER=<http_header> | Specifies an http header to be used. May be specified multiple times. |
| QUERYPARAM=<param=value> | Specifies a query parameter which will be added to the URL in URL encoded format |
| DATA=<value> | Specifies POST data which will be sent with the request |
Variables
The following variables may be used in the parameter value:
| Variable | 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 |
| $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 |
Example parameters:
The following parameter will send a GET request when a direct inbound ACD call is ringing:
And this parameter will send a POST request when a direct inbound ACD call is not answered:
The following parameters can be added to an ACD Group which causes the server to send http GET requests (REST calls) to a configured URL when events occur in the call flow to agents.