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Events

Using the Events module in Manage → Settings → Events , you can trigger an action after an event in your PBX, by using a time condition or using the API. You can e.g. send an email to the contact centre manager when a new ticket is created. You can set up multiple actions to take and limit them using different conditions. Using the loader, you can save an object into a variable a use it in your actions, you can e.g. save the current user's object into a variable and send the user's name in an email.

Create a New Event/Edit an Event

Go toManage → Settings → Events to see a list of your events. To create a new event from scratch,  click Add new. To use an existing event as a template  for your new one, click Clone  in the Actions  column. To edit an event , click its title. The event details will open.

Event Details

Fill out theTitle andDescription (optional). Under Step , choose how soon after the event start it can be started again (counted from previous start) or select the time from the drop down menu. Select the Event type . Follow the instructions in the table below according to your chosen type. Select whether the event should be Active . If you select No , it will not be triggered. You can also activate and deactivate events from the event list using the toggle switch.

Event type Description
Regular - Event : in the first column, select where you are expecting the event to take place - see List of events by type. In the second column, select the event that will trigger the Event. If you want your event to be triggered by batch editing, turn on Use in multi-actions . If you select No and your event is e.g. ticket deletion, if you select multiple tickets and delete them in batch, the event will not be triggered.
Time condition - Select the Time conditions when the event will be triggered.
Custom There are 2 ways to use Custom events: 1. Trigger your event using the API: - In the Event field, enter the name that you will use to trigger the event in your API call, e.g. event1. - When you want to trigger the event, make an API call to the eventsLogs endpoint using the POST method. Pass the name you entered in Event using the name key. - You can use the params you send in your API call e.g. in your Templates in the format {{person}}, {{deadline}} to insert their values. 2. Trigger your event by a Daktela system event that is not available in Regular events: - In the Event field, enter the event trigger in the format model::action, e.g. queues::update. You can see a list of models and actions recently performed in your contact centre in Listings → Audit and Batches.
Email Postprocessing Email Postprocessing is a type of event that can be configured for an email queue. Outgoing emails from the given queue are not sent immediately; instead, they are forwarded to a script that performs the required actions (for example, content modifications). After processing, the script is responsible for sending the email. As part of the event actions, it is necessary to call the script using the “Open URL address” action to complete the process. To send the email, it is necessary to re-enter the To / CC / BCC , Subject , and Body fields in the activity. After sending, the activity may still be sometimes temporarily locked by the system. In this case, set a wait for a brief moment and resend the email. A delay of approximately 2 seconds is recommended, after which the sending should succeed.

Save your event.

Tip

Don't forget to set up the Rights that can work with the event and the Actions that should happen when the event is triggered.

List of Events By Type

Event type Event name When the event is triggered Available properties in Actions
Session Logged in When a user logs in to Daktela - {{user}} – username - {{_sys[host]}} – user IP address - {{_sys[aclUser]}} – username of the user who set this status for user {{user}} - {{time}} – time of the event
Session Logged out When a user logs out of Daktela - {{user}} – username - {{_sys[host]}} – user IP address - {{_sys[aclUser]}} – username of the user who set this status for user {{user}} - {{time}} – time of the event
Session Ready When a user goes ready - {{user}} – username - {{_sys[host]}} – user IP address - {{_sys[aclUser]}} – username of the user who set this status for user {{user}} - {{time}} – time of the event
Session Unready When a user goes unready - {{user}} – username - {{_sys[host]}} – user IP address - {{_sys[aclUser]}} – username of the user who set this status for user {{user}} - {{time}} – time of the event
Session Queue logged in When a user logs in to a queue - {{user}} – username - {{_sys[host]}} – user IP address - {{_sys[aclUser]}} – username of the user who set this status for user {{user}} - {{time}} – time of the event
Session Queue logged out When a user logs out of a queue - {{user}} – username - {{_sys[host]}} – user IP address - {{_sys[aclUser]}} – username of the user who set this status for user {{user}} - {{time}} – time of the event
Session Paused When a user starts a pause - {{user}} – username - {{_sys[host]}} – user IP address - {{_sys[aclUser]}} – username of the user who set this status for user {{user}} - {{time}} – time of the event
Session Unpaused When a user ends a pause - {{user}} – username - {{_sys[host]}} – user IP address - {{_sys[aclUser]}} – username of the user who set this status for user {{user}} - {{time}} – time of the event
Campaign record Create When a new Campaign record is created CampaignsRecords object properties
Campaign record Update When a Campaign record is edited CampaignsRecords object properties
Campaign record Delete When a Campaign record is deleted CampaignsRecords object properties
Campaign record Activity open When an agents opens a tab with a new campaign record activity in the GUI CampaignsRecords object properties
Campaign record Activity skip When an agent clicks the "Skip" button in an open campaign record activity CampaignsRecords object properties
Campaign record Activity update When an agent edits a campaign record in an open campaign record activity CampaignsRecords object properties
Ticket Create When a new ticket is created Tickets object properties
Ticket Update When a ticket is edited Tickets object properties
Ticket Delete When a ticket is deleted Tickets object properties
Contact Create When a new contact is created Contacts object properties
Contact Update When a contact is edited Contacts object properties
Contact Delete When a contact is deleted Contacts object properties
Account Create When a new account is created Accounts object properties
Account Update When an account is edited Accounts object properties
Account Delete When an account is deleted Accounts object properties
CRM record Create When a new CRM record is created CrmRecords object properties
CRM record Update When a CRM record is edited CrmRecords object properties
CRM record Delete When a CRM record is deleted CrmRecords object properties
Call Enter queue When a call enters a queue ActivitiesCall object properties
Call Outgoing When an outgoing call is created ActivitiesCall object properties
Call Distribution start When a call waiting in a queue is distributed to an available agent (starts ringing) ActivitiesCall object properties
Call Distribution stop When a call waiting in a queue end a distribution cycle, before the next cycle begins ActivitiesCall object properties
Call Open When the call activity is open – usually when an agent opens a tab with the activity in the GUI ActivitiesCall object properties
Call Answered When an agent answers a call ActivitiesCall object properties
Call Terminate When a call is ended or someone hangs up ActivitiesCall object properties
Call Close When a call activity is closed – usually when an agent saves or closes a tab with an activity ActivitiesCall object properties
Call Hangup during IVR When the caller ends the call during IVR ActivitiesCall object properties
Call DTMF ActivitiesCall object properties
Call recordings Delete When a recording is deleted
Web chat Incoming When a customer starts a new web chat ActivitiesWeb object properties
Web chat Distribution start When the distributor starts to distribute the web chat to available agents ActivitiesWeb object properties
Web chat Distribution stop When the distributor stops distributing – no one answered ActivitiesWeb object properties
Web chat Open When the web chat activity is opened – usually when an agent opens a tab with the activity in the GUI ActivitiesWeb object properties
Web chat Reject When an agent rejects the activity ActivitiesWeb object properties
Web chat Terminate When a web chat ends – usually when the customer disconnects ActivitiesWeb object properties
Web chat Close When a web chat activity is closed – usually when an agent saves or closes the tab with the activity ActivitiesWeb object properties
Web chat Monitor When web chat monitoring is started ActivitiesWeb object properties
SMS Incoming When the customer sends an SMS ActivitiesSms object properties
SMS Distribution start When the distributor starts to distribute the SMS chat to available agents ActivitiesSms object properties
SMS Distribution stop When the distributor stops distributing – no one answered ActivitiesSms object properties
SMS Open When the SMS activity is opened – usually when an agent opens a tab with the activity in the GUI ActivitiesSms object properties
SMS Reject When an agent rejects the activity ActivitiesSms object properties
SMS Terminate When an SMS chat ends – usually when the customer disconnects ActivitiesSms object properties
SMS Close When an SMS chat activity is closed – usually when an agent saves or closes the tab with the activity ActivitiesSms object properties
SMS Postpone When an agent postpones the activity for later ActivitiesSms object properties
SMS Monitor When the supervisor starts SMS chat monitoring ActivitiesSms object properties
Email Incoming When the customer sends an email ActivitiesEmail object properties
Email Outgoing When an email is sent ActivitiesEmail object properties
Email Open When the email activity is opened – usually when an agent opens a tab with the activity in the GUI ActivitiesEmail object properties
Email Postpone When an agent postpones the activity for later ActivitiesEmail object properties
Email Close When an email activity is closed – usually when an agent saves or closes the tab with the activity ActivitiesEmail object properties
Email files Delete When an agent deletes an email attachment
Messenger Incoming When the customer sends a Messenger message ActivitiesFbm object properties
Messenger Outgoing When the agent sends a Messenger message ActivitiesFbm object properties
Messenger Distribution start When the distributor starts to distribute the Messenger chat to available agents ActivitiesFbm object properties
Messenger Distribution stop When the distributor stops distributing – no one answered ActivitiesFbm object properties
Messenger Open When the Messenger activity is opened – usually when an agent opens a tab with the activity in the GUI ActivitiesFbm object properties
Messenger Reject When an agent rejects the activity ActivitiesFbm object properties
Messenger Terminate When a Messenger chat ends – usually when the customer disconnects ActivitiesFbm object properties
Messenger Postpone When an agent postpones the activity for later ActivitiesFbm object properties
Messenger Close When a Messenger chat activity is closed – usually when an agent saves or closes the tab with the activity ActivitiesFbm object properties
WhatsApp Incoming When the customer sends a WhatsApp message ActivitiesWap object properties
WhatsApp Outgoing When the agent sends a WhatsApp message ActivitiesWap object properties
WhatsApp Distribution start When the distributor starts to distribute the WhatsApp chat to available agents ActivitiesWap object properties
WhatsApp Distribution stop When the distributor stops distributing – no one answered ActivitiesWap object properties
WhatsApp Open When the WhatsApp activity is opened – usually when an agent opens a tab with the activity in the GUI ActivitiesWap object properties
WhatsApp Reject When an agent rejects the activity ActivitiesWap object properties
WhatsApp Terminate When a WhatsApp chat ends – usually when the customer disconnects ActivitiesWap object properties
WhatsApp Close When a WhatsApp chat activity is closed – usually when an agent saves or closes the tab with the activity ActivitiesWap object properties
Viber Incoming When the customer sends a Viber message ActivitiesVbr object properties
Viber Outgoing When the agent sends a Viber message ActivitiesVbr object properties
Viber Distribution start When the distributor starts to distribute the Viber chat to available agents ActivitiesVbr object properties
Viber Distribution stop When the distributor stops distributing – no one answered ActivitiesVbr object properties
Viber Open When the Viber activity is opened – usually when an agent opens a tab with the activity in the GUI ActivitiesVbr object properties
Viber Reject When an agent rejects the activity ActivitiesVbr object properties
Viber Terminate When a Viber chat ends – usually when the customer disconnects ActivitiesVbr object properties
Viber Close When a Viber chat activity is closed – usually when an agent saves or closes the tab with the activity ActivitiesVbr object properties
Comment Create When an agent adds a new comment

Set up Rights

  1. In the list of your events, click Change in the Rights column. The rights settings of the given event will open.
  2. Check the rights that you want to be able to work with the event.
  3. Save your rights settings.

Set up Actions

Click Change in the Actions column to open the given event's actions. Add actions by dragging them from the right hand side column (Action, Loader, Group, Condition ) and dropping them into the rectangle on the left hand side. The Available parameters under the column with Actions shows which objects are available for this event. There is a link to the API documentation where you can find individual properties (or see List of events by type above). Actions are run from the top down. If a condition is not met or an invalid operation is started (e.g. working with an unavailable object), the action will be terminated. To set up your actions, we recommend also reading the Templating language documentation.

Event Simulator

You can simulate the Actions and Conditions in your event – this can come in handy if you are working with an object and you have an error in your syntax. The Simulation button is in the top right corner of Actions. Choose an object for simulation (CRM record, campaign record, Ticket, ...) and see the available parameters and step-by-step detailed evaluation of all conditions.

Actions

You can choose different Actions that can be run after an event is triggered (you can also add conditions – see below).

Info

Extremely complicated events might determine the whole Daktela instance performance.

Action Description
Wait Wait before continuing to the next step. Enter the wait time in milliseconds.
Timeout Block an event for a given time. The actions, conditions etc. following the timeout will only start to be run after the set time passes. 1. Use one of the presets or enter your own time range. 1. Use natural language to define your desired time. Example : use “- 1 week”, “6 days”, “5 hours”. 2. Afterwards check the tooltip. How to Enter Dates and Times You can type dates and times using natural phrases. Here are some examples to guide you: - Simple Dates: - today - tomorrow - yesterday - next Monday - last Friday - in 3 days - 2 weeks ago - Specific Dates: - October 21 - December 25, 2023 - Times of Day: - now - 10 am - 3:30 pm - noon - midnight - Combined Dates and Times: - tomorrow at 5 pm - next Friday at 2:30 pm - October 31 at midnight Tips: - Relative Expressions: Use words like in and ago for times relative to now. - in 4 hours - 3 days ago - Week and Month References: Mention parts of the week or month. - end of the month - start of next week - Combining Elements: Be as specific as you need. - next Tuesday at noon - first day of next month Examples for Scheduling: - To set a recurring report for every Monday at 9 am, enter: next Monday at 9 am - To schedule an event for two days from now, type: in 2 days E.g. if you have a cron event that is called every minute but don't want to send an email every time, you can set the timeout to e.g. 24 hours and the email will only be sent every 24 hours.
Open URL address Opens an external URL using the GET/POST/PUT/DELETE method. If you need to send header, fill out the Key/Value fields in the bottom part of the section.
Saving form Save a new value in a campaign record.
Send email Send an email. If you want to create a ticket and record your email as an activity, turn on With activity . Turn on Queue by name, Ticket by name or Template by name to use the templating language to enter your queue, ticket or template as a variable from the object parameters.
Send SMS Send an SMS. Turn on Queue by name or Template by name to use the templating language to enter your queue or template as a variable from the object parameters.

Loader

Use the loader to load an object or JSON array using its identifier – you can then work with it in your actions and conditions. E.g. if you know a queue's identifier and want to know its title, you can use the Queue loader to load the object into the variable and then use {{queue.title}} to get the queue's title.

Loader type Description
Ticket Loads the Tickets object.
Record Loads the CampaignsRecords object
Array Loads the defined JSON array.
Contact Loads the Contacts object.
Phone call Loads the ActivitiesCall object.
Queue Loads the Queues object.
User Loads the Users object.

Group

Groups are used to group together actions or conditions. You can use logical operators AND and OR. E.g. if you want your action to be triggered by an event that can happen on several queues, you can use the logical operator OR and then drag and drop the Queue conditions into it.

Group type Description
Break Stop the FOREACH cycle.
Group FOREACH Iterate over items in an array – you can use the Loader to load and array.
Group OR Group together Actions or Conditions with logical OR between them.
Group AND Group together Actions or Conditions with logical AND between them.

Condition

Conditions are an important part of Daktela Events. You can specify the conditions for an action to happen. E.g. you can start an action only if it is triggered by a specific agent.

Condition type Description
Time Specify a time interval – the condition is met if the event happens within this interval.
Queue Specify a queue – the condition is met if the queue's object is the same as the queue you specify.
Users Specify a user – the condition is met if the user's object is the same as the user you specify.
Regular expression Specify the content of a text or variable (use PHP syntax).
Comparison Compare 2 values – you can use different operators.

Examples

Missed Call Email Notification

The goal is to send an email to the helpdesk when a missed call is created in the Incoming queue.

  1. Add a new Call → Terminate event. This event will be called every time a call is ended.

  2. Set up the actions that will be triggered by the event. Since the event is a call, the ActivitiesCall object parameters are available. Set up the following actions:

  3. Condition → Queue: select the Incoming queue under Object – the email should only be sent when a missed call is created in this queue.

  4. Condition → Compare: Find out if the call was answered by comparing {{answered}} = 0.
  5. Actions → Send email: If the conditions above are met, send out your email.

Campaign Record Event With Event Simulator

Goal: We have an outbound campaign called OUTBOUNDER with a simple call script which holds just two customField input boxes – first_name and last_name. We want our agents to fill in the name of the customer and select the call status "Order" when they sell an item to the customer. We would like to configure an Event which will send an email to the finance department when a new sale is made. We would like to have the name of the customer in the subject of the email.

  1. Create a new Campaign Record → Activity update event that will be called every time a campaign record is updated in an activity, e.g. when an agent saves the record when a call is finished.

  2. Set up the following actions:

  3. Condition → Queue: select the OUTBOUNDER queue under Object . We only want to send an email for records in this queue.

  4. Condition → Comparison: compare {{statuses[0].title}} = Order – to only include records with this status.
  5. Actions → Email: Specify a sender, a recipient, select a template and enter the customer's name into the subject using variables from the customFields, e.g.: New order from {{customFields.first_name[0]}} {{customFields.last_name[0]}}. Now you can click the Simulation button, select a demo campaign record and see the available parameters.