| Table of Contents | ||
|---|---|---|
|
Event Triggers
...
Event Triggers let you set up Switchvox to interact with external web-based applications. When certain events occur in Switchvox, it can do an HTTP POST that includes information about the event, and then respond to XML that is returned.
Default URL
You can enter a Default URL so that you do not have to enter a full URL for each event. But, you can choose to use the default URL or not, so you still have flexibility on each event.
Events
There are some Switchvox events that trigger an HTTP POST.
On Incoming Call. Triggered at the beginning of an incoming call. This event applies to calls received from VOIP providers, any channel groups, as well as calls between extensions. It is common for requests of this type to return XML for routing the call or altering the Caller ID.
On Route to Extension. Triggered when a call hits an extension. This event can occur multiple times for each call. For example, a call may hit an IVR, a queue, and then a phone extension. XML can be returned to route calls differently.
| Note |
|---|
WARNING: Do not create routing loops. For example, if a call to extension 333 results in a request that sets transfer_extension to 333, then Switchvox loops endlessly. Do not set transfer_extension in the response to this event unless it is absolutely necessary. |
On Call Answered. Triggered when a call is answered. This event applies to calls from external numbers, and from all Switchvox extensions. On Triggered when a voicemail message is left for an extension (including a message forwarded from another extension). This event requests the voicemail URL.
| Info |
|---|
NOTE: Setting XML values in the response to this request results in undefined behavior. Return empty XML for this request.New Voicemail |
On Checked Voicemail. Triggered when an extension checks its voicemail. This event could be used in conjunction with the On New Voicemail Event to track new voicemail messages and implement an escalation policy.
| Info |
|---|
NOTE: Setting XML values in the response to this request results in undefined behavior. Return empty XML for this request. |
On Agent Logged In. Triggered when a queue member logs into a queue.
On Agent Logged Out. Triggered when a queue member logs out of a queue.
On Call Hangup. Triggered when a call is hung up. This event can be used in conjunction with the JOB_ID variable to record the completion of calls that invoked previous URL events.
| Info |
|---|
NOTE: Setting XML values in the response to this request results in undefined behavior. Return empty XML for this request. |
On Outgoing Call. Triggered when a call is created. This event applies to calls to external numbers and all Switchvox extensions.
Variables
Switchvox events can submit various information about calls. To do this, you use variables in the URL. Not every variable is available in every event (check the Acceptable Variables dropdown on each event), so be prepared to handle an empty variable. Here is the complete list of all of the variables for all event types:
...
JOB_ID. Unique ID of the call. Note: This string of digits is not a numerical value: 99.100 is not equal to 99.1. This variable is useful for correlating multiple events (and also certain IVR requests).
XML Response
For some events, the remote web application can return XML that instructs Switchvox to perform operations on the call. Here is a sample of an XML response:
...
transfer_extension. Transfer call to the extension of this value. If this XML is a response to the event On Outgoing Call, this can be an external number. Make sure to enter this number as you would dial it from your phone. For example, if you must dial 9 for an external number, an external number here must begin with a 9.
| Note |
|---|
WARNING: It is possible to break Switchvox by creating routing loops with transfer_extension. |
display_url. Display this URL in the Switchboard as a clickable icon. For example: the remote web application might lookup the caller’s phone number in your company’s user database, then return the URL of the caller’s user record.
...