Dynamics CRM Events
All CTI events pushed by Dynamic CRM Connector are available as CRM events. A CRM script developer can consume these events to perform actions such as screen pop-ups, customer verification, opening and closing the sessions, create activity in CRM, track steps performed by the agent, etc.
All events follow a certain sequence depending upon the CTI events. Some events such as Connected occurs more than once for a call while other events such as Ringing, Disconnected occurs only once.
| Title | Event Name | Description |
|---|---|---|
| DIALING | DIALING | This event is invoked only when a manual outbound call is dialed by the agent from a unified service desk. |
| CONSULTHELD | CONSULTHELD | This event is invoked only when the consult call is held. |
| CONSULTDISCONNECTED | CONSULTDISCONNECTED | This event is invoked only when the consult call is disconnected. |
| CONSULTDIALING | CONSULTDIALING | This event is invoked only when call dialed by the agent for consulting another agent. |
| CONSULTCONNECTED | CONSULTCONNECTED | This event is invoked only when the consult call is connected. |
| CONNECTED | CONNECTED | When an inbound/Manual outbound/Campaign call is answered successfully, we receive a connected event. |
| CONFERENCED | CONFERENCED | This event is invoked only when the call is conferenced. |
| CDISCONNECTED | CDISCONNECTED | This event is invoked when a Campaign call is disconnected. |
| CDIALING | CDIALING | This event is invoked when a Campaign call is dialing. |
| WRAPUP | WRAPUP | This event is invoked only when the Inbound\Campaign call is in Wrapup. |
| RINGING | RINGING | This event is invoked only when an inbound call arrives on a contact center service number (DN). |
| OBDISCONNECTED | OBDISCONNECTED | This event is invoked only when a manual outbound call is disconnected. |
| HELD | HELD | This event is invoked only when the main call is held. |
| DISCONNECTED | DISCONNECTED | This event is invoked only when the Inbound call is in disconnected. |