Rate this page:

ACDEvents

Add the following line to your scenario code to use the events:

require(Modules.ACD);

Constants

Error

Copy URL

Triggers 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:

    ACDRequest

    Request that generated the event

Offline

Copy URL

Triggers if all agents that can handle a request in the specified queue are offline. In this case, the request is not queued.

Parameters

  • request:

    ACDRequest

    Request that generated the event

OperatorCallAttempt

Copy URL

Triggered when an ACD makes a call to a user via the callUser method.

Parameters

  • operatorCall:

    Call

    Agent's call

  • request:

    ACDRequest

    Request that generated the event

OperatorFailed

Copy URL

Triggered when an ACD request tries to reach an agent, but the agent declines the call. IMPORTANT NOTE: This is just a notification, the request processing does not stop. The ACD request automatically redirects to the next free agent.

Parameters

  • operatorUserName:

    string

    Username of failed agent

  • request:

    ACDRequest

    Request that generated the event

  • statusCode:

    number

    Call status code

OperatorReached

Copy URL

Triggered when an agent is reached.

Parameters

  • operatorCall:

    Call

    Established call with agent

  • request:

    ACDRequest

    Request that generated the event

QueueFull

Copy URL

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 default values are “unlimited”, you can change these values for every new or existing queue in the control panel.

Parameters

  • request:

    ACDRequest

    Request that generated the event

Queued

Copy URL

Triggered when an ACDRequest is put to the queue.

Parameters

  • request:

    ACDRequest

    Request that generated the event

Waiting

Copy URL

Triggers as a result of the ACDRequest.getStatus method call.

Parameters

  • ewt:

    number

    Estimated waiting time in minutes (value of 0 is also possible)

  • position:

    number

    Position of the request in the queue

  • request:

    ACDRequest

    Request that generated the event