Placeholders and expressions

• Using string manipulation in placeholders and expressions
• What is a Placeholder? What is an Expression?
• How to get a list of all expressions in the system
• Using placeholders and expressions to add content to tickets and messages
• Manipulating string values to internationalize telephone numbers

Triggers

• How to create and test Triggers
• How to define different call legs
• Using random value generation in Triggers
• Advanced Trigger conditions using regular expressions
• How to combine complex OR and AND conditions

Automations

• How to set up global and local Automations
• One way to label a ticket as call abandoned
• Updating tickets for out-of-hours calls
• How to add voicemail recordings to tickets
• How to send data to next agent when call is transferred

Transactions

• Use a transaction to save a phone call-back request