ACDEvents

Add the following line to your scenario code to use the events: require(Modules.ACD);

Values

OperatorReached

'ACD.OperatorReached'

Triggered when an agent is reached.

OperatorCallAttempt

'ACD.OperatorCallAttempt'

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

OperatorFailed

'ACD.OperatorFailed'

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

Error

'ACD.Error'

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.

Waiting

'ACD.Waiting'

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

Queued

'ACD.Queued'

Triggered when an ACDRequest is put to the queue.

Offline

'ACD.Offline'

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

QueueFull

'ACD.QueueFull'

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.