ACDEvents
Add the following line to your scenario code to use the events:
require(Modules.ACD);
Constants
Error
The event is triggered if the ACD service returns an internal error. The JS scenarios are not able to cause internal errors because these errors depend on internal and network issues.
Parameters
error:
string
Error message
request:
Request that generated the event
Offline
The event is triggered if all operators that can handle a request in the specified queue are offline. In this case, the request is not queued.
Parameters
request:
Request that generated the event
OperatorCallAttempt
The event is triggered when an ACD makes a call to a user via the callUser method.
Parameters
operatorCall:
Operator's call
request:
Request that generated the event
OperatorFailed
The event is triggered when an ACD request tries to reach an operator, but the operator declines the call. IMPORTANT NOTE: This is just a notification, the request processing won't stop. The ACD request will be automatically redirected to the next free operator.
Parameters
operatorUserName:
string
Username of failed operator
request:
Request that generated the event
statusCode:
number
Call status code
OperatorReached
The event is triggered when an operator is reached.
Parameters
operatorCall:
Established call with operator
request:
Request that generated the event
QueueFull
The event is triggered when we have one more request to put in the queue but the maximum number of requests (max_queue_size) is already reached. In this case, the new request is not queued. The max_queue_size and max_waiting_time values are “unlimited” by default, you can change these values for every new or existing queue in the control panel.
Parameters
request:
Request that generated the event
Queued
The event is triggered when an ACDRequest is put to the queue.
Parameters
request:
Request that generated the event
Waiting
The event is triggered as a result of the ACDRequest.getStatus method call.
Parameters
ewt:
number
Estimated wait time in minutes (value of 0 is also possible)
position:
number
Position of the request in the queue
request:
Request that generated the event