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Event Notifications: Events

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Below is a description of each of the Events that triggers a notification by Switchvox.

See the Variables List for details about the variables that can be included in a URL, and the XML Response page for details about the XML response that can include instructions for Switchvox.

Contents

On Incoming Call

Triggered at the beginning of an incoming call. This event applies to calls received from VOIP providers, any channel groups, as well as calls between extensions. It is common for requests of this type to return XML with instructions to route the call or alter the Caller ID.

On Route to Extension

Triggered when a call hits an extension. This event can occur multiple times for each call. For example, a call may hit an IVR, a queue, and then a phone extension. XML can be returned to route calls differently.

WARNING: Do not create routing loops. For example, if a call to extension 333 results in a request that sets transfer_extension to 333, then Switchvox loops endlessly. Do not set transfer_extension in the response to this event unless it is absolutely necessary.

On Call Answered

Triggered when a call is answered. This event applies to calls from external numbers, and from all Switchvox extensions.

On New Voicemail

Triggered when a voicemail message is left for an extension (including a message forwarded from another extension). This event requests the voicemail URL. Note: Setting XML values in the response to this request results in undefined behavior. Return empty XML for this request.

On Checked Voicemail

Triggered when an extension checks its voicemail. This event could be used in conjunction with the 'On New Voicemail' Event to track new voicemail messages and implement an escalation policy. Note: Setting XML values in the response to this request results in undefined behavior. Return empty XML for this request.

On Agent Logged In

Triggered when a queue member logs into a queue.

On Agent Logged Out

Triggered when a queue member logs out of a queue.

On Call Hangup

Triggered when a call is hung up. This event can be used in conjunction with the JOB_ID variable to record the completion of calls that invoked previous URL events. Note: Setting XML values in the response to this request results in undefined behavior. Return empty XML for this request.

On Outgoing Call

Triggered when a call is created. This event applies to calls to external numbers and all Switchvox extensions.