Clicking on Event Configurations displays the list of events covered by the feature.
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. |
Clicking on one of the event configurations brings us to the detailed config page of that event. let’s check out the most complex one, Phone Call Ended.
Basic information can be seen at the top of the form:
The plugins hooked up for this event can be seen under that:
Description of fields in the view:
Is Built-in: Indicates if the event handler is a system one (deployed by Enreach’s deployment package) or is a custom one, created manually by the customer or integrator partner.
Plugin: The plugin which is hooked up for this event. It can either be a system or a custom plugin.
Order: Plugins of a certain event are triggered in a row, one-by-one. This integer value specifies in which order the plugins have to be triggered. To avoid conflicts and make room for new plugins to be deployed in a new release, built-in and custom plugins have reserved order spaces:
First 50 of every 100 is reserved for custom plugins: 1-50, 101-150 … 1001-1050, etc.
Second 50 of every 100 is reserved for built-in plugins: 51-100, 151-200 … 1051-1100, etc.
Status: Indicates if the item is active or not. Inactive items are ignored by plugin engine and not triggered when the event is raised.
Certain built-in plugins (like Callback Attempt: set A-number to queue number plugin for Click-to-dial event) are by default deployed as inactive and must be enabled manually.