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Voice Triggers

Voice Triggers

Jun 07, 2022

What is a Voice Trigger

   A voice trigger is invoked every time there is an outgoing or incoming calls.

The trigger will execute its actions if the defined conditions are met. Here are few applications of voice triggers:

  • opening the contact information 

  • displaying Screen Pop-up that provides value added information

  • integrate with applications like Zendesk, Salesforce, Sugar CRM, Desk, Zoho, Freshworks CRM and Freshdesk

  • integrate with other 3rd party applications like your own CRM.

  • automatically starting survey for agents

Voice triggers are composed of conditions and actions. This section explains how to build conditions and the available actions for the voice channel.

 

On this page:



Voice trigger conditions

A condition for voice channel is constructed by using properties like Queue, Call status or outbound, an operator and a value.  

There are two types of conditions: 

  • Meet all these conditions: the overall condition will be true only if all the conditions are true.

  • Meet any of these conditions: the overall condition will be true if at least one of the conditions is true. 

 

It is possible to specify more complex conditions by using both types: in this case, the result is true if both conditions are true.

In the example shown below, the overall condition is true if the call is in Support or Sales queue and the call is answered.

 

The condition will always return true if you do not define any condition. In this case, the specified actions will always be executed.

 

You can use the following fields and operators to build condition statements:

 

 

 

 

Fields

Operators

Values

Fields

Operators

Values

Queue

Equals to

Not equals to

 You can select from a list of voice queues (Inbound) and queue campaigns (Outbound)

Call status

Equals to

Not equals to

  • Ring: the call is ringing

  • Answer: the call is answered

  • Hangup: the call is dropped after being answered

  • Reject: the Agent hangs up a call in the queue without answering it

  • Abandon: the Caller hangs up a call in the queue before being answered

  • Timeout: the call is not handled due to the timeout

  • NosuchNumber: the called number is non-existent

  • Busy: the called number is busy

  • NoAnswer: the call is not answered

  • Congestion: the call has not been handled due to congestion

  • AgentReject (Preview method): the agent accepts a call and, before the customer answers, the agent hangs up

  • AMD (Answer Machine Detection): the system detects that an Answering Machine is answering the call

Outbound Route

Equals to

Not equals to

 You can select from a list of outbound route

Agent

Equals to

Not equals to

Agent name (selected from a list of all the available Agents)

Note: This is only available for Queue and Outbound calls

 

 

 

Voice trigger actions


Voice trigger actions are functions executed when the defined voice trigger conditions are true.

In the following section you find a list of actions that can be used.



Motion Phonebar

Motion Phonebar action is used to notify the Omnichannel Motion Phonebar to perform actions like: display screen popup, execute windows application or open a URL in a web browser.

Agents must be logged in the Motion Phonebar for the Motion Phonebar actions to run.

 

There are 3 types of Phonebar actions:

Popup

Popup action is used to display a customizable screen popup for agents logged in the Phonebar. You must first create a template (Tools → Templates) with information you want to be displayed for agents. You can also use standard and custom variables in your template  to customize the displayed content based on the values of the variables set during the call flow. 

 

Custom variables must be defined under Tools → Variables then you can set the values in the dialplan or in IVR project.

 

The following screenshot shows an example of a template used to show information about the call and the caller.

Important

Please note the variable name must be lowercase (e.g. {{variable_name}} )

 

CTI URL

CTI URL action is used to open a specified URL in a browser New Tab or New Window (Location).  

It can be used to open a website, your custom CRM url or integrate with any other web application.

You can use standard or custom variables in the URL query string to pass information to the web application that can be useful for processing its logic:

    • If the Event Variables field is set to Yes, the string in the URL field is merged with all the available interaction type values (pay attention that it add to the URL string the complete variables list: it is not recommended unless for evaluation purposes).

    • If the Event Variables field is set to No (suggested value), only the variables inserted in the URL field are used.

 

 

In the following example, variables in bold are Motion standard variables and those red are custom variables:

  http://ip-address/cti/index.html?CALLID={{uniqueid}}&CALLER={{calleridnum}}&QUEUE={{queue}}&ORDER={{ordernum}}&STATUS={{orderstat}}

 

Important

Please note the variable name must be lowercase (e.g. {{variable_name}} )

 

Tip: remember to set the Event Variables to No

Note: if the Agents use the WebRTC bar the Motion Bar trigger Action will not work (e.g. use the Browser Popup action to display notifications)

 

Windows App

Windows App action is used to execute or open a windows application with the specified arguments in the agent desktop.

You can use standard or custom variables to pass custom information in the arguments.