Inbound Calls

Pre conditions

Displayed name

AttributeName

Description

ID

PreConditionId

Primary Key

Name

DisplayName

Name for administrator.

Order

Rank

The order in which they will be taken into account. Numbers don’t have to go in a row or be unique.

Announcement

AnnouncementAId

Choosing welcome announcement. Indicates which audio should be played immediately after the call is received (before IVR). If it is NULL, then none.

IVR script

IvrScriptAId

Welcome IVR selection. Indicates which IVR script to execute (after a possible announcement) if the conditions are met and the call is received. If it is NULL, then none.

Terminate call

Terminate

Specifies that when a condition is met and any announcement / IVR actions are taken, the call is terminated.

Language

LanguageId

Change language to specified if condition is met. NULL unchanged.

Knowledge

Proficiency

Changing acceptable proficiency of language to specified if the condition is met. NULL unchanged

Directory

PhoneBookId

A condition indicating that the caller’s number must be listed in a specific phone book to comply with the rule. If it is NULL, it is not checked.

Pilot number

PilotId

A condition indicating that the call had to come through a particular pilot to meet the rule. If it is NULL, it is not checked.

Redirector

Redirector

The condition that determines which number the call last came from. Used to filter / distinguish call queues from different pilot numbers that may not be tracked. NULL means that value doesn’t matter.

Free IVR entries less than

FreeIvrEntriesUnder

Condition for below-limit number of free IVR inputs (with respect to capacity). If it is NULL, it is not evaluated.

Calendar mode

TimeMode

Time condition. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked. DayInYear - valid on a particular day of the year, every year, time from / to SingleDay - valid on a specific date (including year), time from / to DayInWeek - valid on a specific day of the week, every week, time from / to

From

TimeFrom

Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

To

TimeTo

Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

Project conditions

Displayed name

AttributeName

Description

ID

ProjectConditionId

Primary Key.

Name

DisplayName

Name for administrator.

Order

Rank

The order in which project conditions will be taken into account. Numbers don’t have to go in a row or be unique.

Priority

Priority

Change priority to specified, NULL unchanged.

Workgroup

ProjectId

An initial project that is assigned to a call if it meets the condition.

Skill

Skill

Initial acceptable project skill.

Preferred Agent

AgentId

Preferred agent if condition is met. If NULL, no agent is preferred.

Language

LanguageId

Change language to specified if condition is met. NULL unchanged.

Knowledge

Proficiency

Change the acceptable language proficiency to the specified language if the condition is met. NULL no change

Directory

PhoneBookId

A condition indicating that the caller’s number must be listed in an specific phone book to comply with the rule. If it is NULL, it is not checked.

Pilot number

PilotId

A condition indicating that the call had to come through a particular pilot to meet the rule. If it is NULL, it is not checked.

Redirector

Redirector

The condition that determines which number the call last came from. Used to filter / distinguish call queues from different pilot numbers that may not be tracked NULL means that value doesn’t matter.

Calendar mode

TimeMode

Time condition. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked. DayInYear - valid on a particular day of the year, every year, time from / to SingleDay - valid on a specific date (including year), time from / to DayInWeek - valid on a specific day of the week, every week, time from / to

From

TimeFrom

Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

To

TimeTo

Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

IVR mask

IvrResponseA

IVR Condition. The IvrResponseA processing result mask (according to the Targets field) is compared by the LIKE method (%_^). If it is NULL, it is not checked.

Post conditions

Displayed name

AttributeName

Description

ID

PostConditionId

Primary Key.

Name

DisplayName

Name for administrator.

Order

Rank

The order in which they will be taken into account. Numbers don’t have be in a row or be unique.

Announcement

AnnouncementBId

Selecting the initial announcement before distributing the call. If it is NULL, there is no initial announcement.

IVR script

IvrScriptBId

Initial IVR. Specifies which IVR script to run (after any call) under the condition before the call is distributed. If NULL, none.

Terminate call

Terminate

Specifies that when a condition is met and any announcement / IVR actions are taken, the call is terminated.

Priority

Priority

Change priority to specified, NULL unchanged.

Target workgroup

ProjectId

Change the project to another if the condition is valid before the first call distribution. NULL unchanged.

Skill

Skill

Change the acceptable skill to the project if the condition is met. NULL unchanged

Target language

LanguageId

Change language to another if the condition is valid before the first call distribution. NULL unchanged.

Knowledge

Proficiency

Changing acceptable proficicency of language to specified if the condition is met. NULL unchanged

The number of Agents logged in is less than

LoggedAgentsUnder

Condition for below-limit number of signed-in agents in the current project. If it is NULL, it is not evaluated.

Expected waiting time longer than

ExpectedWaitingTimeOver

Requirement to exceed the expected waiting time in a given project in seconds. If it is NULL, it is not evaluated.

Queue longer than

QueueLengthOver

Condition for total number of waiting in the project queue to be exceeded. If it is NULL, it is not evaluated.

Position in queue greater than

QueuePositionOver

Condition for total number of waiting in the project queue to be exceeded. If it is NULL, it is not evaluated.

Default preference time [s]

WaitingOffset

Preferential (+) or penalty time (-) calls. NULL means 0.

Current priority

CurrentPriority

Current priority condition. If it is NULL, it is not evaluated. When call <rule.

Current workgroup

CurrentProjectId

Condition for the current project. If it is NULL, it is not evaluated.

Current skill

CurrentSkill

Condition for the current acceptable skill level. If it is NULL, it is not evaluated. When call> = rule.

Current language

CurrentLanguageId

Current language condition. NULL means that the language check condition is not used.

Current knowledge

CurrentProficiency

Condition for the current acceptable level of knowledge. If it is NULL, it is not evaluated. When call> = rule.

Calendar mode

TimeMode

Time condition. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked. DayInYear - valid on a particular day of the year, every year, time from / to SingleDay - valid on a specific date (including year), time from / to DayInWeek - valid on a specific day of the week, every week, time from / to

From

TimeFrom

Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

To

TimeTo

Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

IVR mask

IvrResponseA

IVR Condition. The IvrResponseA processing result mask (according to the Targets field) is compared by the LIKE method (% _ ^). If it is NULL, it is not checked.

Number of free IVR entries

FreeIvrEntriesUnder

Wait post conditions

Displayed name

AttributeName

Description

ID

WaitPostConditionId

Primary Key.

Name

DisplayName

Name for administrator.

Order

Rank

Rule Evaluation Order.

Announcement

AnnouncementWId

Selecting an announcement (which is not interrupted by distribution). If it’s NULL, there’s no waiting voice.

IVR script

IvrScriptWId

Specifies which IVR script to execute (after a possible call) under the condition when the call is put on hold. If it is NULL, then none.

Terminate call

Terminate

Specifies that when a condition is met and any announcement / IVR actions are taken, the call is terminated.

Waiting queue

WaitingQueueId

Select a waiting queue to use if the call cannot be distributed. The waiting queue must be used, but its wait time may be short, thus requiring reprocessing by waiting conditions (e.g., after IVR). If it is NULL, processing is terminated.

Priority

Priority

Change priority to specified, NULL unchanged.

Target workgroup

ProjectId

Changing the project to another, if the condition is valid, if it is NULL, the project does not change.

Skill

Skill

Change the acceptable skill to the project if the condition is met. NULL unchanged

Target language

LanguageId

Changing the language to another if the condition is valid, if it is NULL, the language does not change.

Knowledge

Proficiency

Changing acceptable proficiency of language to specified if the condition is met. NULL unchanged

Cancel pre-distribution

RevokePredistribution

Indication that you should remove the pre-distribution and transfer the call to a regular project with PreferredAgent.

Preferential time shift [s]

WaitingOffset

Preferential (+) or penalty time (-) calls. NULL means 0.

Transferred

Chained

Condition whether the call is direct or forwarded (true).

Waiting time longer than

WaitingTimeOver

Waiting condition exceeded in seconds. If it is NULL, it is not evaluated.

The number of Agents logged in is less than

LoggedAgentsUnder

Condition for below-limit number of registered agents in the current project. If it is NULL, it is not evaluated.

Expected waiting time longer than

ExpectedWaitingTimeOver

Requirement to exceed the expected waiting time in a given project in seconds. If it is NULL, it is not evaluated.

Queue duration longer than

QueueLengthOver

Condition for total number of waiting in the project queue to be exceeded. If it is NULL, it is not evaluated.

Position in queue greater than

QueuePositionOver

Condition for queuing the call queue for all pending calls. If it is NULL, it is not evaluated.

Current priority

CurrentPriority

Current priority condition. If it is NULL, it is not evaluated. When call = <rule.

Current workgroup

CurrentProjectId

Condition for the current project. If it is NULL, it is not evaluated.

Current skill

CurrentSkill

Condition for the current acceptable skill level. If it is NULL, it is not evaluated. When call> = rule.

Current language

CurrentLanguageId

Current language condition. NULL means that the language check condition is not used.

Current knowledge

CurrentProficiency

Condition for the current acceptable level of knowledge. If it is NULL, it is not evaluated. When call> = rule.

Pre-distributed

CurrentPredistributed

The condition that the call is pre-distributed or is a common project call. NULL means no control.

Current preference time [s]

CurrentWaitingOffset

Current preferential (+) or penalty (-) call time. NULL means 0.

IVR mask

IvrResponseW

IVR Condition. IVR processing result mask, handled by LIKE way (%_^). The processing was already in the previous cycle.

Number of free IVR entries

FreeIvrEntriesUnder

Calendar mode

TimeMode

Time condition. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked. DayInYear - valid on a particular day of the year, every year, time from / to SingleDay - valid on a specific date (including year), time from / to DayInWeek - valid on a specific day of the week, every week, time from / to

From

TimeFrom

Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

To

TimeTo

Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.