2.1.0 - Understanding Parent and Child calls

Triggers are a central element for every event as we already discussed in section 2.0. They define the moment an action happens.

They can also be tricky: if you use a wrong trigger, you might be getting wrong information or create multiple tickets even though you only want one. This now seems very abstract, but we are going to explain the underlying logic so it will be easy for you to build your own automation.

Understanding the data structure of calls

To properly integrate call data in your CRM or helpdesk, you need to understand the data structure of calls in babelforce, first, or call parameters as we will call them. Most calls consist of a Parent and a Child call. And here we already jumped right into the topic.

Each call has the following three attributes

  • Type (Inbound or Outbound)
  • Domain (External or Internal)
  • Source (Queue, API, Browser Phone, Outbound Dialer or Call Transfer)

In triggers you can select or exclude parameters, always depending on which part of the call you want to fire your event on. The table below gives you an overview of all available call parameters.

The upcoming sections look at the different call sources that babelforce processes. For each call source we will walk you through a number of examples so you understand how to apply them. Let's start with call from the source queue.

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