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The “When” allows for control of the timing for an API call/push to occur. This is related to an event in the ECS interaction flow or lifecycle.
When:
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- Interaction Starts: Selected API calls will trigger at the start of an interaction.
- If the selected API call is a POST, please be aware certain values may not yet be available. (I.E. Disposition Code).
- Interaction Ends: Selected API calls will trigger at the end of an interaction.
- Internal Transfer: Selected API calls will trigger on each internal transfer from an agent or supervisor.
- Segment Change: Selected API call will trigger on each segment change, example list below.
- Interaction Starts (Channel)
- Interaction Starts (Business Process)
- Interaction Starts (Agent)
- Offered (Channel)
- Offered (Business Process)
- Offered (Agent)
- Agent Selecting (In Queue)
- Consulting
- In Conference
- Handling (Channel)
- Handling (Business Process)
- Handling (Agent)
- Wrap Up
- Dialing
- Rejected
- Overflow
- Missed
- Preview
- Interaction Ends (Channel)
- Interaction Ends (Business Process)
- Interaction Ends (Agent)
Rest API Data: A drop-down listing of your configured REST API calls.
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