Cloud PBX Event Tracking

Event Tracking allows you to track the various events in the system (e.g., inbound or outbound calls, call ended, etc.) and set the actions to be automatically triggered by them.

The Event Tracking configuration is available on the different setup levels.

Configuration Levels

  • Call Group

  • Call Campaign

  • Operator

Call Group


To set up the tracking rule on the Call Group level, go to the PBX Management > Setup > Call Groups section, select the Call Group from the list, and click the “Configure” button in the ”Actions” column. 

Select the “Tracking” tab in the “Call Group Setup” section.

Call Campaign


To set up the tracking rule on the Call Campaign level, go to the Call Campaigns > Campaigns section, select the Call Campaign from the list, and click the “Configure” button in the ”Actions” column. 

Select the “Tracking” tab in the “Campaign Setup” section.

Operator

To set up the tracking rule on the Operator level, go to the PBX Management > Setup > Operators section, select the Operator from the list, and click the “Configure” button in the ”Action” column. 

Select the “Tracking” tab in the “Operator Setup” section.

The list of existing rules 

The list of rules contains the following information:

  • Id: The unique identification number of the rule. 
  • Trigger: The name of the trigger event. 
  • Trigger Settings: The list of settings set for the rule. 
  • Action: The action that will be taken after triggering the event. 
  • Action Settings: The list of settings for the action. 
  • Status: The current status of the rule. 
  • Created At: The date and time of the rule record creation. 
  • Author: The name of the user that has created the rule record. 

To initiate the rule's manual test, click the “Test Run” button in the “Actions” column. Fill in the fields and click the “Confirm” button to start. Note: The list of fields depends on the selected tracking rule.

To edit the tracking rule, click the “Config” button in the “Actions” column. Fill in the fields and click the “Save Rule” button to save changes. Note: The list of the fields depends on the selected tracking rule.

To delete the rule click the “Delete” button in the “Actions” column. Enter the unique code to confirm the action and click the “Delete” button to continue.

How to add a new rule

To add a rule to the list, click the “Add Rule” button and fill in the following fields in the “Add Rule” pop-up window:

  • Trigger: Select the event that triggers the action:
  • [PBX] Inbound Call: An incoming call has occurred.
  • [PBX] Outbound Call: An outgoing call has occurred.
  • [PBX] Call Ended: The call ended.
  • [PBX] Call Transferred: The call was transferred to the predefined route.
  • [PBX] Operator Answered: The call was answered by the operator. 
  • [PBX] Postback Triggered: A postback was triggered. Note: The postback is triggered by the conversion API. 
  • [PBX] Call Recorded: The call was recorded. 
  • [PBX] Disposition Updated: The call disposition was updated. 
  • [PBX] Redial Ended: The number of redial attempts is reached (available for the Call Group level).
  • Action: Select the corresponding option. 

[PBX] Inbound Call Trigger 

If the “[PBX] Inbound Call” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Inbound Call” block: 

  • Department: Select the related Department (available for the Call Group level).    
  • Operator: Select the corresponding Operator (available for the Call Group and Call Campaign level).   
  • Call Group: Select the corresponding Call Group (available for the Operator level). 
  • Lead Phone Number: Enter the lead's phone number from which the call is expected. Note: The phone number should be entered according to the E. 164 format - [+][country code][subscriber number including area code]. Plus sign usage is optional.

[PBX] Outbound Call Trigger

If the “[PBX] Outbound Call” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Outbound Call” block:

  • Department: Select the corresponding Department (available for the Call Group level).
  • Operator: Select the corresponding Operator (available for the Call Group and Call Campaign level).
  • Campaign: Select the corresponding Call Campaign (the setting will be applied for the “Callback” type of the call direction) (available for the Call Group and Operator level).
  • Dialing List: Select the corresponding Dialing List (the phone number mentioned in the “Lead Phone Number” fields should be in this list). The setting will be applied for the “Callback” type of call direction (available for the Call Group and Operator level).
  • Call Group: Select the corresponding Call Group (available for the Operator level).    
  • Call Direction: Select the direction of the call in relation to the lead's phone number (Inbound, Outbound, Internal, Callback).  
  • Lead Phone Number: Enter the lead's phone number from which the call is expected.

[PBX] Call Ended Trigger

If the “[PBX] Call Ended” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Call Ended” block:

  • Department: Select the corresponding Department (available for the Call Group level). 
  • Operator: Select the corresponding Operator (available for the Call Group and Call Campaign level). 
  • Campaign: Select the corresponding Call Campaign (the setting will be applied for the “Callback” type of the call direction) (available for the Call Group and Operator level).  
  • Dialing List: Select the corresponding Dialing List (the phone number mentioned in the “Lead Phone Number” fields should be in this list). The setting will be applied for the “Callback” type of call direction (available for the Call Group and Operator level). 
  • Call Group: Select the corresponding Call Group (available for the Operator level). 
  • Call Status: Select the status of the finalized call (Ringing, In progress, System Error, Cancelled, Completed). 
  • Call Direction: Select the direction of the call in relation to the lead's phone number (Inbound, Outbound, Internal, Callback).  
  • Lead Phone Number: Enter the phone number of the lead. 
  • Min IVR Duration: Enter the minimum amount of time during which the call should be processed through the IVR for the tracking to happen. 
  • Min Wait Duration: Enter the minimum amount of time that the call should be waiting in the queue or for the connection with the operator for the tracking to happen. 
  • Min Talk Duration: Enter the minimum amount of time for the conversation itself for the tracking to happen. 
  • Min Total Duration: Enter the minimum amount of time that the call should be processed through the system for the tracking to happen. 

[PBX] Call Transferred Trigger

If the “[PBX] Call Transferred” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Operator Answered” block:

  • Department: Select the corresponding Department (available for the Call Group level). 
  • Operator: Select the corresponding Operator (available for the Call Group and Call Campaign level). 
  • Campaign: Select the corresponding Call Campaign (the setting will be applied for the “Callback” type of the call direction) (available for the Call Group and Operator level).  
  • Dialing List: Select the corresponding Dialing List (the phone number mentioned in the “Lead Phone Number” fields should be in this list). The setting will be applied for the “Callback” type of call direction (available for the Call Group and Operator level). 
  • Call Group: Select the corresponding Call Group (available for the Operator level).
  • Call Direction: Select the direction of the call in relation to the lead's phone number (Inbound, Outbound, Internal, Callback).  
  • Lead Phone Number: Enter the phone number of the lead. 

[PBX] Operator Answered Trigger

If the “[PBX] Operator Answered” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Operator Answered” block:

  • Department: Select the corresponding Department (available for the Call Group level). 
  • Operator: Select the corresponding Operator (available for the Call Group and Call Campaign level). 
  • Campaign: Select the corresponding Call Campaign (the setting will be applied for the “Callback” type of the call direction) (available for the Call Group and Operator level).  
  • Dialing List: Select the corresponding Dialing List (the phone number mentioned in the “Lead Phone Number” fields should be in this list). The setting will be applied for the “Callback” type of call direction (available for the Call Group and Operator level). 
  • Call Group: Select the corresponding Call Group (available for the Operator level).
  • Call Direction: Select the direction of the call in relation to the lead's phone number (Inbound, Outbound, Internal, Callback).  
  • Lead Phone Number: Enter the phone number of the lead. 

[PBX] Postback Triggered trigger 

If the “[PBX] Postback Triggered” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Postback Triggered” block:

  • Department: Select the corresponding Department (available for the Call Group level). 
  • Operator: Select the corresponding Operator (available for the Call Group and Call Campaign level). 
  • Campaign: Select the corresponding Call Campaign (the setting will be applied for the “Callback” type of the call direction) (available for the Call Group and Operator level).  
  • Dialing List: Select the corresponding Dialing List (the phone number mentioned in the “Lead Phone Number” fields should be in this list). The setting will be applied for the “Callback” type of call direction (available for the Call Group and Operator level). 
  • Call Group: Select the corresponding Call Group (available for the Operator level). 
  • Call Status: Select the status of the finalized call (Ringing, In progress, System Error, Cancelled, Completed). 
  • Call Direction: Select the direction of the call in relation to the lead's phone number (Inbound, Outbound, Internal, Callback).  
  • Lead Phone Number: Enter the phone number of the lead. 
  • Min IVR Duration: Enter the minimum amount of time during which the call has been processed through the IVR. 
  • Min Wait Duration: Enter the minimum amount of time that the call has been waiting in the queue or for the connection with the operator. 
  • Min Talk Duration: Enter the minimum time for the conversation itself. 
  • Min Total Duration: Enter the minimum amount of time that the call has been processed through the system.

[PBX] Call Recorded Trigger

If the “[PBX] Call Recorded” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Call Recorded” block:

  • Department: Select the corresponding Department (available for the Call Group level). 
  • Operator: Select the corresponding Operator (available for the Call Group and Call Campaign level). 
  • Campaign: Select the corresponding Call Campaign (the setting will be applied for the “Callback” type of the call direction) (available for the Call Group and Operator level).  
  • Dialing List: Select the corresponding Dialing List (the phone number mentioned in the “Lead Phone Number” fields should be in this list). The setting will be applied for the “Callback” type of call direction (available for the Call Group and Operator level). 
  • Call Group: Select the corresponding Call Group (available for the Operator level). 
  • Call Direction: Select the direction of the call in relation to the lead's phone number (Inbound, Outbound, Internal, Callback).  
  • Lead Phone Number: Enter the phone number of the lead. 

[PBX] Disposition Updated Trigger

If the “[PBX] Disposition Updated” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Disposition Updated” block:

  • Department: Select the corresponding Department (available for the Call Group level). 
  • Operator: Select the corresponding Operator (available for the Call Group and Call Campaign level). 
  • Campaign: Select the corresponding Call Campaign (the setting will be applied for the “Callback” type of the call direction) (available for the Call Group and Operator level).  
  • Dialing List: Select the corresponding Dialing List (the phone number mentioned in the “Lead Phone Number” fields should be in this list). The setting will be applied for the “Callback” type of call direction (available for the Call Group and Operator level). 
  • Call Group: Select the corresponding Call Group (available for the Operator level). 
  • Call Direction: Select the direction of the call in relation to the lead's phone number (Inbound, Outbound, Internal, Callback). 
  • Disposition: Select the corresponding disposition status. 
  • Lead Phone Number: Enter the phone number of the lead. 
  • Disposition Map: To add a new row record, click the “Add Row” button. Select the corresponding PBX Disposition status in the “From” field and enter the name of the corresponding LMS or Call Logic disposition status or any other value that should be sent after triggering in the “To” field. To remove the existing row from the list, click the “Remove Row” button. 

[PBX] Redial Ended Trigger

If the “[PBX] Redial Ended” option is selected in the “Trigger” field the following settings are available in the “Trigger Settings / [PBX] Redial Ended” block:

  • Campaign: Select the corresponding Call Campaign (the setting will be applied for the “Callback” type of the call direction). 

Click the “Next” button to move to the next step of the settings. Then, depending on the selected trigger, you need to complete the corresponding settings.

Event Tracking Types

Depending on the selected tracking type in the “Action” field, read the detailed articles on how to complete the tracking rule setup:

Tracking Log for PBX events

To view the tracking log report, go to the System Management > Logs > Tracking Log section.

The “PBX Events” tab contains information about tracking log records for the Cloud PBX component.  

Read more information about the Tracking Logs in the following Knowledge Base article