Predefined events
In every CCaaS call lifecycle, there are several predefined events. You determine which events trigger a script and what task the script performs, depending on the media.
|
Note CCaaS UI was previously called TouchPoint. |
The following table describes the events supported by the different media.
|
Event/script |
Description |
Voice |
Chat |
|
Voicemail |
Callback |
|---|---|---|---|---|---|---|
|
IVR |
An incoming call. When a VoIP call arrives at the VCS. |
Yes |
No |
No |
No |
No |
|
IVR Timeout |
IVR system timeout, triggered when a caller has been in the IVR system for more than 30 minutes. |
Yes |
No |
No |
No |
No |
|
Call Answered |
Occurs when an agent answers an incoming voice call. |
Yes |
No |
No |
No |
No |
|
Call Arrival |
When a call arrives at the contact center. This event is triggered after IVR, if that occurred, but before being submitted to the Call Management Service. |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Call Aged |
An email or voicemail has been in the deferred folder for longer than the configured Ageing Timeout Interval. Ageing starts from when the agent defers the call, not from call arrival. By default, an agent cannot defer a call after it has aged once. You can override this default in the Ageing script. |
No |
No |
Yes |
No |
No |
|
Call Pre Sent |
After an agent initiates, replies to, or forwards an email by clicking Send but before the email is actually sent from the system to the recipient. |
No |
No |
Yes* |
No |
No |
|
Music On Hold In Queue |
The time before a call is answered, while a VoIP caller is in queue. A Music on Hold While in Queue script might play .wav files while a VoIP caller is waiting. |
Yes |
No |
No |
No |
No |
|
Music On Hold |
The time while a caller is on hold after an agent put them on hold. |
Yes |
No |
No |
No |
No |
|
In Queue Timeout |
A call remains unanswered for longer than its allowed timeout period. An In Queue Timeout script might issue an alert to a supervisor or it might delete some skills from the call so that more agents are capable of answering the call. |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Call Rejected |
When a call is rejected for any reason, such as when there are no agents. |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Pickup Timeout |
When the ACD rings CCaaS UI but there is no response or the agent does not pickup the call. |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Call Termination |
The end of a call. |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Outgoing Call |
An outgoing call. |
Yes |
No |
No |
No |
No |
|
A2A Call Rejected |
When a call being delivered to another agent is rejected. |
Yes |
No |
No |
No |
No |
|
Call Deferred |
Agent is in call and defers the email or voicemail message before the completion of call termination. |
No |
No |
Yes |
No |
No |
|
Playback Audio Call Abandoned ** |
Plays back audio to a customer at the end of an abandoned call. |
Yes |
No |
No |
No |
No |
|
Playback Audio Rebound Queue ** |
Plays back audio to a customer after a rebound call is queued. |
Yes |
No |
No |
No |
No |
|
Playback Audio Rebound Rejected ** |
Plays back audio to a customer when a rebound call is rejected. |
Yes |
No |
No |
No |
No |
| Post Call |
When the caller is still connected after all the other participants of the call hang up, this event is triggered to post process the call, for example, to give a customer the chance to rate or answer a survey about the call. |
Yes |
No |
No |
No |
No |
|
* Only for outgoing email ** Available only in the Elsbeth integration. |
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The UnQueue and Requeue CCaaS Designer blocks allow scripts to remove a call from a queue and re-queue a call, if desired.
For examples of scripts that handle most of these events, see Example scripts.