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.