V3 Triggers

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jun 19, 2024 by Product Knowledge
3 min read

What’s about 

 

Triggers are rules invoked when there is an incoming call, mail, chat, SMS, fax or openchannel message. Triggers are made up of conditions and actions. A condition is a logical expression that can only take the values true or false. You build conditions using properties of the event, an operator and the event value. The following is an example of a condition for an incoming call:

Call Status  Equals  Call Ringing

which takes the value true if the status of the call is equal to ringing. In the same way, you can define conditions based on the properties of incoming mail, chat....and so on. For more information, take a look at the trigger conditions section dedicated to the specific channel.

An action is an operation executed when the defined conditions are evaluated to True. An action can be opening the Phonebar screen popup, opening CM contact, forwarding incoming email, open a Zendesk ticket and more. Please take a look at the trigger actions section dedicated to the specific channel since the type of action you can execute depend on the type of channel. 



How it works

The Triggers Section is under the Tools Menu:


Here you find all the existing and default triggers and you can create new triggers:


How to Create a Trigger

To create a new Trigger click on New Trigger button 



Enter the following values:

  • Trigger Name

  • Channel: choose one of the available channels (Voice, SMS, Chat, Open Channel, Fax)

  • Status: the status must be ON (slide the toggle button to the right) to execute the trigger

  • Description 

and then click on Add Trigger. 

After the trigger is created, you can view it in the list of triggers.



Edit a Trigger

Find the trigger from the triggers list and Click on Edit Trigger:


On the list of triggers you have the following Sections:

In the Settings section you can modify the Name, Status (ON/OFF: a trigger is not invoked if the status is off) and Description of the trigger

and define the trigger's behaviour in the Conditions & Actions section.

The conditions and the actions you can define depend on the selected channel. 

Troubleshooting

For triggers (of each channel), logs are located as usual in /var/log/xcally/trigger* [...]

“trigger“ logs are generated by the AMI service. Here there are all the logs related to the features of one single trigger.

“trigger“ logs are generated by the triggers feature itself. In this log file, you can also find all the logs related to the capabilities common to all the triggers

You can explore the specific channel section for detailed information: