Voice Call Triggers
Voice Calls within an Engagement have the following triggers available:
HUMAN
A Human response/answer was recognized when the Call was answered. Actions on this trigger are processed immediately after the call has been answered. This trigger allows for a wide variety of interactive workflows: Say/Play a message, interactive prompts, conferencing, call forwarding and many others.
A Human response/answer was recognized when the Call was answered. Actions on this trigger are processed immediately after the call has been answered. This trigger allows for a wide variety of interactive workflows: Say/Play a message, interactive prompts, conferencing, call forwarding and many others.
MACHINE
A Machine response/answer was recognized when the call was answered. This determination is made based on keywords and sequence of the spoken response. Actions on this trigger are processed immediately after the call has been answered. Typically this trigger is used to say/play a message.
A Machine response/answer was recognized when the call was answered. This determination is made based on keywords and sequence of the spoken response. Actions on this trigger are processed immediately after the call has been answered. Typically this trigger is used to say/play a message.
ANSWERED
The call was answered by either Human or Machine, this outcome is useful to determine if the phone number is valid because someone or something has answered the call. An example use for this trigger would be to send a follow up message, email or text, to all Contacts that answered the voice call.
The call was answered by either Human or Machine, this outcome is useful to determine if the phone number is valid because someone or something has answered the call. An example use for this trigger would be to send a follow up message, email or text, to all Contacts that answered the voice call.
UNANSWERED
The call has been successfully placed, was ringing but was not answered by the recipient. Reasons for this may include the number being busy, or not having a voice mailbox setup and resulting in an endless ringing cycle. An example use for this trigger would be to add all of the Contacts that did not answer to a follow up call, email or text message. It might also be used as a list to review the validity of Contacts' phone numbers.
The call has been successfully placed, was ringing but was not answered by the recipient. Reasons for this may include the number being busy, or not having a voice mailbox setup and resulting in an endless ringing cycle. An example use for this trigger would be to add all of the Contacts that did not answer to a follow up call, email or text message. It might also be used as a list to review the validity of Contacts' phone numbers.
RINGING
The call was successfully been placed by the system, the line is ringing, but has not yet been answered.
The call was successfully been placed by the system, the line is ringing, but has not yet been answered.
HANGUP
The Account User has ended the call by clicking on the Hangup button in the Terminal in a Click To Dial activity or a Hang Up action has been reached in a Voice Call activity workflow. This trigger is not generated by a phone hang up from either the Account User or Caller legs of the call.
The Account User has ended the call by clicking on the Hangup button in the Terminal in a Click To Dial activity or a Hang Up action has been reached in a Voice Call activity workflow. This trigger is not generated by a phone hang up from either the Account User or Caller legs of the call.
FAILED
The call was not completed, possibly due to a system error or a bad phone number.
The call was not completed, possibly due to a system error or a bad phone number.
COMPLETED
The call has been completed after it reached an answered state, either Human or Machine. This trigger is useful as a "catch all" from which to transition in to another Activity. An example would be that for the given Voice Call, no matter what the outcome (answered, unanswered), send a follow-up Email Message.
The call has been completed after it reached an answered state, either Human or Machine. This trigger is useful as a "catch all" from which to transition in to another Activity. An example would be that for the given Voice Call, no matter what the outcome (answered, unanswered), send a follow-up Email Message.
Results you may see in a call Result History that are not Trigger options:
CANCELED
The call was canceled by the system and not placed. This is an uncommon outcome, but could be used to generate a list for follow-up investigation. (ex. bad number)
The call was canceled by the system and not placed. This is an uncommon outcome, but could be used to generate a list for follow-up investigation. (ex. bad number)
QUEUED
The voice call is about to be made. Omnigage hides this trigger/state in the list of triggers but it is sometimes shown when viewing a Queue of calls (ex. Voice Blast) is being processed in real-time. It signifies that the system has received the request to make the call but it has not been processed yet.
The voice call is about to be made. Omnigage hides this trigger/state in the list of triggers but it is sometimes shown when viewing a Queue of calls (ex. Voice Blast) is being processed in real-time. It signifies that the system has received the request to make the call but it has not been processed yet.