How to create and test triggers

Triggers are logical expressions. They describe a certain state and they can be used to direct the call flow or fire events.

With babelforce, you can create as many triggers as you like and reuse them in many contexts to control how your customer-facing services and communications processes work.

 Here is a trigger that tests if the hotline number that the caller dialed is the one ending in 589:

To create this trigger, you just select the Expression "Call to: Number". Select that it "matches" the number 493020847589 that you enter in the Expectation field. Once you have saved the condition, you can test it by pressing "Test Trigger" - here is what you will see:

You can enter a telephone number in the Value field and click "Run". As you can see, if the number "matches" the expectation, then the Expression will be evaluated as true.

Your babelforce account comes with a starter set of the most common expressions. The most important and frequently used expressions are:

 

 

The following table summarises how you can evaluate some of them in triggers:

Expression Useful operators Useful Expectation values Notes
Always "is given" <leave empty> This will always evaluate as true. For example, you can use this in situations where you want a fall-back rule when all other rules fail to apply.

Calendar

Choose a particular calendar that you have created under "Business Hours"

"is given" OR "is not given" <leave empty>

This will test if the current date-time of the context (i.e. the current call) is within a day that is not marked as a calendar, i.e. not Christmas Day, not a public holiday ...

Note: each calendar you define has a timezone. So you can have as many calendars as you like for different parts of the world and different teams.

Business Hours

Works just like calendars: Choose a particular business hour definition you have created under "Business Hours"

"is given" OR "is not given" <leave empty>

As above for calendars, but here it will test if the time of the current context (a call) is within the hours of business you have specified.

By selecting "is given" OR "is not given" allows you to decide whether you want the expression to give the value "true" or "false" - this depends on how you want to use the condition in a trigger.

Calls

From:number

To: number

"matches", "starts with", "ends with" the relevant part of a telephone number or all of the number

This allows you to test if the number dialled (to: number) or the caller's own number (from: number) match a certain part of a telephone number.

"starts with" 44 is a test for a call from the UK

"matches" 493020847589 is a test to see if a particular number was dialled (or at least if the number dialled contains exactly that set of expected numbers). Note "matches" can also use a regular expression format, e.g. 4[931]\d{9,12}$ as Expectation value will test if the number is from DACH (49 for DE, 43 for A, 41 for CH) and has between 9 and 12 digits after the country code.

Calls

From: Anonymous

From: Mobile

To: Mobile

"is given", "is not given" <leave empty>

These expressions can be used to test if 1) a From: number is private/hidden by the caller, 2) if the From: or To:number is mobile

Note: the latter assumes that we have enabled a definition of mobile mappings for your territories. Some territories do not have a difference between mobile and landline numbers.

Lots of other expressions can be made available in your babelforce account - just ask us about what kind of process you want to create.      
       
       

Find out more how you can use expressions in this section.

 

 

 

 

 

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