Clicking on Event Configurations displays the list of events covered by the feature.
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The system can listen to the following call events:
Display name | ID | Purpose |
|---|---|---|
Click-to-dial | onclicktoact | This event is raised when the user triggers a call from a form by pushing the icon next to a phone number field. |
Customer selected manually | customerSelected | The event is raised when the user picks an item from multiple matches list manually, by clicking the check-mark button. |
Incoming Call | call-incoming | This event is raised when an incoming call is ringing at the agent. |
Incoming call answered | call-answered | This event is raised when the agent answers an incoming call. |
Phone Call Ended | call-ended | This event is raised when the call ends, either if the agent or the customer ends the call. |