Genesys 7.6 Outbound Contact Reference Manual
Outbound Contact 7.6 is an automated system for creating, modifying, running, and reporting on outbound campaigns for proactive customer contact. Outbound Contact supports automated dialing and call progress detection, so an agent is only required when a customer is connected. It also intelligently uses customer data to ensure that campaigns are contacting not only a large number of customers, but the “right” customers for your purposes.
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Outbound Contact 7.6
Reference Manual
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2004–2008 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com
for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories,
Inc. All other trademarks and trade names referred to in this document are the property of other companies. The
Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com
.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Technical Support from Genesys
If you have purchased support directly from Genesys, please contact Genesys Technical Support at the following regional numbers:
Region
North and Latin America
Europe, Middle East, and Africa
Asia Pacific
Japan
Telephone
+888-369-5555 or +506-674-6767
+44-(0)-1276-45-7002
+61-7-3368-6868
+81-3-6361-8950
E-Mail [email protected]
Prior to contacting technical support, please refer to the Genesys Technical Support Guide for complete contact information and procedures.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the Genesys 7 Licensing Guide .
Released by
Genesys Telecommunications Laboratories, Inc. www.genesyslab.com
Document Version: 76ou_ref_05-2008_v7.6.10
1.00
Preface
Chapter 1
Table of Contents
Document Conventions ............................................................................. 9
Making Comments on This Document .................................................... 12
Document Change History ...................................................................... 12
New in Version 7.6.1........................................................................... 12
Communication Protocols................................................................... 15
Characteristics of Event Structures..................................................... 16
Attaching Record Information to Desktop and
OCS User Events ........................................................................... 18
User Event Attributes.......................................................................... 20
Attaching Script Information to OCS User Events and
Telephony Events ........................................................................... 29
Desktop Requests and OCS Responses ................................................ 30
Campaign Status Notification from OCS to Desktop ............................... 31
PreviewDialingModeStart Request .......................................................... 39
ReadyTime Request................................................................................ 42
Preview Record Request and Acknowledgment ..................................... 45
Updating Call Results and Custom Fields ............................................... 49
Record Cancel Requests.................................................................... 62
Canceled and DoNotCall Chained Records ....................................... 66
Submitting DoNotCall Requests .............................................................. 67
Scheduling and Rescheduling Records................................................... 72
Adding Records to a Calling List ............................................................. 78
AddRecord Request ........................................................................... 78
Reference Manual 3
Table of Contents
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Agent Logout Protocol ........................................................................ 81
LogOutAcknowledge........................................................................... 84
Proactive Interaction Support .................................................................. 85
Virtual Agent Support for Notifications..................................................... 87
Personalized Ring Tone Support ............................................................. 89
Outbound Contact 7.6 Library ................................................................. 89
Error Names and Codes ..................................................................... 89
All Genesys Events and Event Type Protocols................................... 91
Communication DN API ....................................................................... 95
User Data Enumeration Values ............................................................. 101
Record Cancellation from a Third-Party Application.............................. 107
DoNotCall Requests from a Third-Party Application ............................. 110
DNC Messages..................................................................................111
Mandatory Attributes..........................................................................111
UserEvent Structure...........................................................................111
Defined Constants.............................................................................. 113
Field Definitions and Enumeration Values............................................. 113
Call Result Mapping by OCS ............................................................ 119
Contact Information Types..................................................................... 122
Combining Record Statuses and Record Types.................................... 126
Recommended DBMS Optimizations ............................................... 129
Optimizing Calling List Tables for Weight Rules .................................... 129
Temporary Tables Considerations ......................................................... 130
Maintaining Indexes for Large Calling Lists ........................................... 131
Supported Functionality with IP Telephony..................................... 133
4 Outbound Contact 7.6
Table of Contents
Index
Outbound Contact with SIP Server........................................................ 136
Transfer Mode (MGW with CPA) ...................................................... 136
Transfer Mode (MGW without CPA) ................................................. 138
ASM Mode (MGW without CPA) ....................................................... 141
Outbound Contact with Cisco CallManager........................................... 146
Transfer Mode................................................................................... 148
Outbound Contact with Genesys Voice Platform................................... 149
Reference Manual 5
Table of Contents
6 Outbound Contact 7.6
Reference Manual
Preface
Welcome to the Outbound Contact 7.6 Reference Manual. In this manual, we provide reference information for performing configuration and installation procedures for Outbound Contact. We also explain the options, features, and functionality of this product.
This manual is valid only for the 7.6.x releases of Outbound Contact.
Note: For versions of this manual created for other releases of this product, please visit the Genesys Technical Support website, or request the
Documentation Library CD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
z z z z z z
This chapter identifies the primary audience, summarizes the content of this manual, introduces document conventions, and lists related reference and contact information:
Making Comments on This Document, page 12
Document Change History, page 12
Outbound Contact 7.6 is an automated system for creating, modifying, running, and reporting on outbound campaigns for proactive customer contact.
Outbound Contact supports automated dialing and call progress detection, so an agent is only required when a customer is connected. It also intelligently uses customer data to ensure that campaigns are contacting not only a large number of customers, but the “right” customers for your purposes.
7
8
Preface Intended Audience
Intended Audience
This guide is primarily intended for system engineers and other members of an implementation team who set and maintain Outbound Contact 7.6. This guide assumes that you have a basic understanding of:
• Computer-telephony integration (CTI) concepts, processes, terminology, and applications.
• Network design and operation.
• Your own network configurations.
You should also be familiar with Genesys Framework architecture and functions that support Outbound Contact 7.6.
Chapter Summaries
In addition to this opening chapter, this guide contains these chapters:
•
Chapter 1, “Communication Protocols,” on page 15,
explains the communication protocol (requests and responses) between the Outbound
Contact Server (OCS) and the Desktop during the processing of a call.
•
Chapter 2, “Communication DN API,” on page 95 , discusses the
Communication DN (CommDN) API provided by the Outbound Contact to allow third-party applications to control campaign scheduling and sequencing and to submit Do Not Call (DNC) requests.
•
Chapter 3, “Defined Constants,” on page 113
, explains the mandatory fields, enumeration values, call results, data types, phone and record types, and record statuses in Outbound Contact.
•
Chapter 4, “Recommended DBMS Optimizations,” on page 129
, contains information on how to maximize your DBMS for your Outbound Contact solution.
•
Chapter 5, “Supported Functionality with IP Telephony,” on page 133
describes how to integrate the Outbound Contact with Genesys IP products.
Outbound Contact 7.6
Preface Document Conventions
Document Conventions
This document uses certain stylistic and typographical conventions— introduced here—that serve as shorthands for particular kinds of information.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number: o u_ref_05-2008_v7.6.101.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Type Styles
Examples:
Italic
In this document, italic is used for emphasis, for documents’ titles, for definitions of (or first references to) unfamiliar terms, and for mathematical variables.
• Please consult the Genesys 7 Migration Guide for more information.
• A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
• Do not use this value for this option.
• The formula, x +1 = 7 where x stands for . . .
Examples:
Monospace Font
A monospace font, which looks like teletype or typewriter text , is used for all programming identifiers and GUI elements.
This convention includes the names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages; the values of options; logical arguments and command syntax; and code samples.
• Select the Show variables on screen check box.
• Click the Summation button.
• In the Properties dialog box, enter the value for the host server in your environment.
• In the Operand text box, enter your formula.
Reference Manual 9
Preface Related Resources
Example:
• Click OK to exit the Properties dialog box.
• The following table presents the complete set of error messages T-Server distributes in EventError events.
• If you select true for the inbound-bsns-calls option, all established inbound calls on a local agent are considered business calls.
Monospace is also used for any text that users must manually enter during a configuration or installation procedure, or on a command line:
• Enter exit on the command line.
Screen Captures Used in This Document
Screen captures from the product GUI (graphical user interface), as used in this document, may sometimes contain a minor spelling, capitalization, or grammatical error. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.
Square Brackets
Square brackets indicate that a particular parameter or value is optional within a logical argument, a command, or some programming syntax. That is, the parameter’s or value’s presence is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information. Here is a sample: smcp_server -host [/flags]
Angle Brackets
Angle brackets indicate a placeholder for a value that the user must specify.
This might be a DN or port number specific to your enterprise. Here is a sample: smcp_server -host <confighost>
Related Resources
Consult these additional resources as necessary:
• The Outbound 7.6 Deployment Guide, which provides instructions for installing and configuring Outbound Contact 7.6 components by using the configuration wizards and Configuration Manager.
10 Outbound Contact 7.6
Preface Related Resources
• Outbound Contact Manager 7.6 Help, which describes how to use
Outbound Contact Manager.
• The Genesys 7.6 Proactive Contact Solution Guide, which consolidates information about the Genesys Proactive Contact solution. The Genesys
Proactive Contact solution integrates Outbound Contact with Genesys
Voice Platform (GVP), and provides the ability to proactively initiate and handle outbound campaign calls using GVP.
• The Genesys Proactive Routing Solution Guide, which provides instructions for integrating Outbound Contact with the Customer
Interaction Management (CIM) Platform.
• The Framework 7.6 Deployment Guide, which will help you configure, install, start, and stop Framework components.
• The Framework 7.6 Configuration Options Reference Manual, which provides you with descriptions of configuration options for other
Framework components.
• Framework 7.6 Configuration Manager Help, which helps you use
Configuration Manager.
• The Genesys 7 Migration Guide, also on the Genesys Documentation
Library CD, which contains a documented migration strategy from
Genesys product releases 5.x and later to all Genesys 7.x releases. Contact
Genesys Technical Support for additional information.
• The Genesys 7 Events and Models Reference Manual, which contains the
T-Library API, information on TEvents, and an extensive collection of call models.
• The Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library CD and which provides a comprehensive list of the
Genesys and CTI terminology and acronyms used in this document.
• The Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http:// genesyslab.com/support .
Information on supported hardware and third-party software is available on the
Genesys Technical Support website in the following documents:
• Genesys 7 Supported Operating Systems and Databases
• Genesys 7 Supported Media Interfaces
Genesys product documentation is available on the:
• Genesys Technical Support website at http://genesyslab.com/support .
• Genesys Documentation Library CD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
Reference Manual 11
Preface Making Comments on This Document
Making Comments on This Document
If you especially like or dislike anything about this document, please feel free to e-mail your comments to [email protected]
.
You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the information in this document only and to the way in which the information is presented. Speak to Genesys Technical
Support if you have suggestions about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
Document Change History
This section lists topics that are new in the current release of this document, or that have changed significantly from the preceding release.
New in Version 7.6.1
Table 1 provides details about what is new or has changed significantly from
release 7.6 to 7.6.1 of this document.
Table 1: Document Changes
Chapter Heading/Topic
ReadyTime Request
Page
LogOut Request
Details
To increase campaign performance in the
Predictive/Predictive with seizing dialing modes for small groups, desktop sends the ReadyTime event to OCS, providing the estimated time
(in seconds) remaining until the agent will become
Ready .
Revised OCS Action section, indicating that if there are no
Sent , Dialed and Queued calls,
OCS sends a LogOut time equal to 0.
12 Outbound Contact 7.6
Preface
Table 1: Document Changes (Continued)
Chapter Heading/Topic
All H.323 references and scenarios
Page
Overview chapter
Overview > HMP Licensing
Outbound Contact with Cisco
CallManager
Document Change History
Details
Removed from this chapter, as this type of signalling/ architecture is not fully supported by Genesys applications.
Revised Cisco CallManager support text.
New section describing CPD
Server and HMP licensing.
New section describing the architecture/call flow scenarios for Outbound
Contact with Cisco
CallManager.
Reference Manual 13
Preface Document Change History
14 Outbound Contact 7.6
Chapter
1
Communication Protocols
The information in this chapter is divided among the following topics: z
Desktop Requests and OCS Responses, page 30
z z z z z z z z z z z z z z z z z z
Campaign Status Notification from OCS to Desktop, page 31
PreviewDialingModeStart Request, page 39
Preview Record Request and Acknowledgment, page 45
Updating Call Results and Custom Fields, page 49
Submitting DoNotCall Requests, page 67
Scheduling and Rescheduling Records, page 72
Adding Records to a Calling List, page 78
Unsolicited Notifications, page 81
Proactive Interaction Support, page 85
Virtual Agent Support for Notifications, page 87
Personalized Ring Tone Support, page 89
Outbound Contact 7.6 Library, page 89
z z
Reference Manual 15
Chapter 1: Communication Protocols Introduction
Introduction
This chapter explains the Outbound Contact Server (OCS) and Desktop communication protocol. The desktop uses this protocol to send requests to
OCS, and OCS uses it to send information and acknowledgments to the desktop and the calling list database.
This chapter also describes the overall process of transmitting information from the calling list database, through OCS and T-Server, to the agent desktop and back again until a call transaction is complete.
Note: For information about the Multimedia desktop protocols used in Push
Preview dialing mode (also known as Proactive Routing Solution), see the Genesys Proactive Routing Solution Guide.
Event Overview
There are telephony and user events in Genesys.
• Telephony events, which T-Server sends, indicate changes in the call status. Every telephony event contains outbound data from the calling list database, which OCS sends to T-Server with the request to make a call. An agent receives notice ( EventEstablished ) from T-Server that a call has been established and receives attached data along with this event. Every call has approximately 10 different associated events, all of which contain data. Once data is attached to a call, it is permanent and attached to every event associated with this call.
• User events, which include attached user data, are messages that provide a documented protocol of the interactions between OCS and the agent’s desktop application.
Characteristics of Event Structures
There are two types of user events:
• Agent desktop request to OCS. All messages that travel from the desktop to OCS have the key GSW_AGENT_REQ_TYPE .
• OCS to desktop, either:
a response to a desktop request
an unsolicited notification from OCS.
All messages that travel from OCS to the desktop have the key
GSW_USER_EVENT .
When OCS retrieves a record, it creates a unique record identifier.
( GSW_RECORD_HANDLE ) that identifies the record. This attribute identifies the
16 Outbound Contact 7.6
Chapter 1: Communication Protocols Event Overview record to which attached data pertains in a user event. Any communication between the desktop and OCS concerning this record requires a key value with the GSW_RECORD_HANDLE . The key-value GSW_RECORD_HANDLE is internally generated and is not related to the RECORD_ID field of the call record.
All requests having GSW_RECORD_HANDLE as a mandatory field receive the Record
Not Found response error if the record is not in the internal OCS buffers (for example, the record was already processed).
All events, whether they are from the desktop or from OCS, should have the key-value pair GSW_APPLICATION_ID <Int> , which is the OCS application ID
(sometimes called the OCS DBID in the Configuration Server database). In
Outbound Contact, after an agent logs in, OCS sends a campaign status notification to the agent desktop. The OCS application ID sent with this notification is attached to every request sent to OCS. Only the OCS with the matching GSW_APPLICATION_ID responds to the request.
In case the primary and backup OCS have been switched, the OCS that just became primary notifies all logged-in desktops about the change by sending them a user event with new GSW_APPLICATION_ID and the current statuses of loaded and running campaigns. Then all desktops will use the new
GSW_APPLICATION_ID in their communications with the new primary OCS, but they remember for a while a previous GSW_APPLICATION_ID to let the backup
OCS finish its work with the records started while it was the primary OCS.
Key-value pairs of a user event may be sent in any order. The desktop applications recognize the key-value pairs by the key and not by the sequence of the attached key-value pair.
Event Responses
When a desktop request to OCS is related to a specific record (using
GSW_RECORD_HANDLE in the key-value pair), the desktop must explicitly tell OCS that it has finished with the record, using the RecordProcessed request. The
RecordProcessed request signals the final transaction for the record. The only requests that do not need a RecordProcessed request are DoNotCal l and
RecordCancel requests related to an open record (hence sent from the desktop to OCS with GSW_RECORD_HANDLE ).
With the exception of ChainedRecordRequest , OCS acknowledges all events separately, by sending either an acknowledgment, an error, or the requested data. ChainedRecordRequest is the only request that OCS returns with multiple responses. ChainedRecordRequest responds with each record in the chain, and
ChainedRecordDataEnd signals the end of the user event.
Error Events and Messages
OCS sends an error event, via T-Server, when OCS cannot interpret the desktop request. The error message conveys the reason for the failure.
Reference Manual 17
Chapter 1: Communication Protocols Event Overview
All error events should have the key-value pair GSW_ERROR <Error Name> in the attached data.
The key-value pairs in
should be contained in all error events.
Table 2: Error Event Attributes
Key
GSW_ERROR
GSW_ERROR_NUMBER
Type
String
Int
Description
Error name; See “Error Names and Codes” on page 89
.
Mandatory
lists the OCS error messages sent to the desktop, their corresponding values, and possible diagnostics.
Attaching Record Information to Desktop and
OCS User Events
A calling list contains two types of fields: Genesys mandatory fields and custom (user-defined) fields. The value of these fields can be attached to user events (and telephony events) as user data. The attached data is then sent as a pair, called a key-value pair.
Default Record Information
The value of certain fields from each calling list record is attached to all telephony and user events by OCS, by default. Key-value pairs might include, for example:
• phone number (key GSW_PHONE )
• chain ID of the record (key GSW_CHAIN_ID )
• call result (key GSW_CALL_RESULT )
These pairs are sent when a user event, or telephony event, is related to handling a specific calling list record. The pair with the key GSW_RECORD_HANDLE is attached to outbound-related events as a unique record identifier. Genesys recommends the following: The desktop application should not change the value of these key-value pairs (except GSW_CALL_RESULT ).
Table 3 shows list of key-value pairs that OCS attaches to outbound call's user
data by default.
18 Outbound Contact 7.6
Chapter 1: Communication Protocols Event Overview
Table 3: Default Record Information
Key
GSW_APPLICATION_ID
GSW_ATTEMPTS
GSW_CALLING_LIST
GSW_CAMPAIGN_NAME
GSW_CALL_RESULT
GSW_CHAIN_ID
GSW_PHONE
GSW_RECORD_HANDLE
GSW_TZ_OFFSET
GSW_CALL_ATTEMPT_GUID
Type Description
Int OCS configuration application database ID.
Unique identifier of the running OCS instance.
Int Number of attempts for the record.
String Name of the calling list.
String Name of the campaign.
Int Call result enumeration
Int Unique Chain ID
String Customer’s phone number.
Int
Int
Unique Record Identifier.
Offset (time difference) in seconds between
Universal Time Coordinated (UTC) and a particular time zone. It may contain different values throughout the year if
Daylight Savings Time (DST) is used for the specified time zone.
String Global unique identifier of the call processing attempt used for historical reporting.
String The name of the Campaign Group.
String The description of the Campaign Group.
GSW_CAMPAIGN_GROUP_NAME
GSW_CAMPAIGN_GROUP_
DESCRIPTION
Send Attributes
If the value of a field is not attached by default, and you wish to include its value in the user data, then you must define the option named send_attribute . in the field configuration object which corresponds to the field of the value you want to be attached.
The value of the send_attribute option defines the key of the pair that will be attached to the user data. The value of the field is the value of the pair.
For example, a calling list might have a user-defined field for customer_name . If you want to send the content of the field customer_name (John Doe, for example) to the desktop, you would set up the option send_attribute with the
Reference Manual 19
Chapter 1: Communication Protocols Event Overview value = customer_name.
The desktop will then receive the attached data with the key = customer_name and the value = John Doe .
You can define the send_attribute option in the Configuration Database, on the Annex tab of the field configuration object. For information about how to set up an option, refer to the chapter “Outbound Contact Configuration
Options” in the Outbound Contact 7.6 Deployment Guide for more information.
Note: The field name and the value of the send_attribute option generally do not need to match. They could be two different string values.
User Event Attributes
Table 4 shows a list of user event attributes that OCS uses to communicate
with Stat Server for reporting purposes. The event type GSW_STAT_EVENT is the mandatory attribute for these events.
Table 4: User Event Attributes
Key
GSW_STAT_EVENT
GSW_CAMPAIGN_DBID
GSW_CALL_LIST_DBID
GSW_GROUP_DBID
GSW_AGENT_DBID
Type
Int
Long
(integer)
Long
(integer)
Long
(integer)
Long
(integer)
GSW_CALL_RESULT Int
GSW_CAMPAIGN_COMPLETE Int
Description
Event Type
Reference to campaign
DBID of
CFGCampaign object from Configuration
Server
Reference to calling list in campaign DBID of CfgCallList from
Configuration Server
Reference to group in campaign DBID of
CfgGroup
Reference to agent
DBID of CFGPerson in Configuration
Server
Call Result
Estimated time to complete campaign
20 Outbound Contact 7.6
Chapter 1: Communication Protocols Event Overview
Table 4: User Event Attributes (Continued)
Key
GSW_LIST_COMPLETE
Type
Int
GSW_ERROR_DESCRIPTION String
GSW_DIAL_MODE Int
GSW_APPLICATION_ID
GSW_CALLBACK_TYPE
GSW_SCHED_REC_NUM
Int
Int
Int
Description
Estimated time to complete calling list
Error description
Dial mode. Valid values are 1 - 7
OCS application DBID
Valid values begin at
101
Callback Type
Number of scheduled records in process.
Valid values begin at
0.
Updating Genesys Mandatory Fields and
Custom Fields
The desktop can use the request RecordProcessed or
UpdateCallCompletionStats to modify the values in Genesys mandatory fields and custom fields. See
Table 5 for modifiable mandatory Genesys fields.
Genesys Mandatory Fields
The following table contains the only Genesys mandatory fields that are modifiable by the RecordProcessed or UpdateCallCompletionStats events.
Table 5: Modifiable Mandatory Genesys Fields
Genesys
Mandatory Field
Name call_result
Recommended Key for send_attribute
Type Description daily_from
GSW_CALL_RESULT change an automatically detected
call result. See Table 8 on page 28 and
GSW_FROM Int GSW_FROM to GSW_UNTIL: Time frame when a record can be called, seconds from midnight (system or local time).
Reference Manual 21
Chapter 1: Communication Protocols Event Overview
Table 5: Modifiable Mandatory Genesys Fields (Continued)
Genesys
Mandatory Field
Name contact_info contact_info_type daily_till
Recommended Key for send_attribute
GSW_PHONE
GSW_PHONE_TYPE
GSW_UNTIL
Type Description
String Customer’s phone number.
Int
Customer phone type. See Table 8 on page 28 .
Int GSW_FROM to GSW_UNTIL: Time until a record can be called, seconds since midnight (system or local time).
Custom Data Formats
The data type of custom fields may change as data is attached to a call; the attached data can then be sent to the desktop as user data. Integer data is sent as an integer. All other data is sent as a string.
Custom data should be formatted as shown in Table 6
.
Table 6: Custom Data Formats
Data Type in Calling List
FLOAT
CHAR
DATETIME
INT
VARCHAR
User Data Format
STRING
STRING
STRING
INTEGER
STRING
Reserved Keys
The key names in
Table 7 are reserved and cannot be used as the
send_attribute for custom fields. The values associated with some of these keys can be changed; others cannot. The primary source of data for the values in this table is the calling list database. Values for all keys of type String are case sensitive and should appear in desktop application code exactly as shown in the Values column.
Note: In Outbound Contact, all reserved key names include the prefix GSW_.
Do not use this prefix for custom key names that you define using send_attribute.
22 Outbound Contact 7.6
Chapter 1: Communication Protocols
Table 7: Reserved Keys
Key
GSW_AGENT_ID
GSW_AGENT_REQ_TYPE
GSW_APPLICATION_ID
GSW_ATTEMPTS
GSW_CALL_ATTEMPT_GUID
GSW_CALL_RESULT
GSW_CALL_TIME
GSW_CALLBACK_TYPE
GSW_CALLING_LIST
Event Overview
Values
101 …
0…
0…
Personal,
Campaign
Type Description
String Login ID of last agent who worked with the record.
String Event identifier for events coming from desktops to
OCS.
Int
Int
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Number of attempts for the record. This key is used when a new record is added.
String Global unique identifier of the call processing attempt used for historical reporting (same value as in the primary for all the chained records).
Int
Int
Call Result saved from previous call, or Call
Result sent to change automatically detected call
result. See Table 8 on page 28
System time when record was called, in seconds from 1/1/70 (GMT). This key is used when a new record is added.
String Type of callback an agent wants to create, either
Personal or Campaign.
String Name of the calling list.
Reference Manual 23
Chapter 1: Communication Protocols Event Overview
Table 7: Reserved Keys (Continued)
Key
GSW_CAMPAIGN_DESCRIPTION
GSW_CAMPAIGN_MODE
GSW_CONTACT_MEDIA_TYPE
GSW_CAMPAIGN_GROUP_DBID
GSW_CAMPAIGN _GROUP_NAME
GSW_CAMPAIGN_GROUP_
DESCRIPTION
GSW_CAMPAIGN_NAME
GSW_CHAIN_ATTR
GSW_CHAIN_ID
GSW_CHAIN_N
GSW_CUSTOMER_ID
Values Type Description
String Description of campaign.
Value may be an empty string.
Power GVP,
Predictive,
Predictive with
Seizing,
Preview,
Progressive,
Progressive with Seizing,
Push Preview any, email, voice
String Campaign dialing mode.
The values Engaged
Predictive and Engaged
Progressive correspond to the dialing modes
Predictive with seizing and Progressive with seizing .
String Media type for the calling record that corresponds to the value of the contact_info_type field in the calling list.
String The DBID of the campaign group.
String The name of the Campaign
Group.
AllChain,
RecordOnly
0…
0...
String The description of the
Campaign Group. Value may be an empty string.
String The name of the campaign.
String Flag determining whether to update the record chain or just the single record.
Int Unique chain ID.
Int Unique identifier of record in a chain.
String Customer ID that is used for requests.
24 Outbound Contact 7.6
Chapter 1: Communication Protocols Event Overview
Table 7: Reserved Keys (Continued)
Key
GSW_DATE_TIME
GSW_ERROR
GSW_ERROR_DESCRIPTION
GSW_ERROR_NUMBER
GSW_FROM
GSW_LOGOUT_TIME
GSW_MESSAGE
GSW_PHONE
GSW_PHONE_TYPE
GSW_RECORD_HANDLE
GSW_RECORD_STATUS
Values
A string represented in time in this format:
MM/DD/
YY(YYYY)
HH:MM.
Error name
Type Description
String Date and time of scheduled call.
Error description
String
Error Number Int
Error name. See Table 95 on page 91
.
Error code. See Table 95 on page 91
.
0…
1. . .N
String
Error name. See Table 95 on page 91
.
Int
Int
GSW_FROM -
GSW_UNTIL: Time frame when a record can be called, seconds from midnight.
Time remaining, in seconds, before an agent may log out after an unsuccessful logout attempt.
1…
.
String DoNotCall message.
String Customer’s phone number.
Int
Int
Int
Customer phone type. See
Unique Record Identifier.
Status of adding record sent from a desktop.
Reference Manual 25
Chapter 1: Communication Protocols Event Overview
Table 7: Reserved Keys (Continued)
Key
GSW_RECORD_TYPE
GSW_SCRIPT_ID
GSW_SWITCH_DBID
GSW_TREATMENT
GSW_TZ_NAME
GSW_TZ_OFFSET
GSW_UNTIL
GSW_USER_EVENT
Values
.
Type
Int
Description
Type of added record sent from a desktop.
RecordTreat
Personal,
RecordTreat
Campaign
-43200 …
43200
Int DBID of the Script
Configuration Object.
DBID of the Switch object Int
String Specifies the treatment that should be applied to a record chain for
RecordProcessed event.
String Configuration Server time zone name (usually a standard three-letter abbreviation).
Int Offset (time difference) in seconds between UTC and a particular time zone. It may contain different values throughout the year if Daylight Savings Time
(DST) is used for the specified time zone.
0… >
GSW_FROM
Int GSW_FROM -
GSW_UNTIL: Time frame when a record can be called (in seconds from midnight).
Event Type, see
.
String Event identifier for events coming from OCS to desktops.
26 Outbound Contact 7.6
Chapter 1: Communication Protocols Event Overview
Table 7: Reserved Keys (Continued)
Key
InteractionType
InteractionSubtype
Values Type Description
Outbound String Type of the interaction that created by OCS. The value of this key is always set to
Outbound .
OutboundNew String Subtype of the interaction, that is created by OCS. The value of this key is always set to OutboundNew .
Genesys Enumeration Tables
Some Genesys mandatory fields in a calling list table are represented as predefined integer constants. When these fields are attached to user events or telephony events as key-value pairs, the values of these fields are sent as integers (sometimes called enumeration values or internal representations).
Table 8 lists the Genesys mandatory fields that are sent as enumeration values
and their corresponding descriptive strings displayed in various applications
(such as Outbound Contact Manager and Configuration Manager). The desktop application should translate the enumeration value to the appropriate description when required for display.
Reference Manual 27
Chapter 1: Communication Protocols Event Overview
Table 8: Enumeration Table
Genesys
Mandatory Field in Calling List
Table
Key call_result contact_info_type
GSW_CALL_RESULT
GSW_PHONE_TYPE
Enumeration Value
for the call result enumeration values and descriptions.
Int
Data
Type in
User
Event
Int
Description
Call result saved from the previous call, or the call result sent to change an automatically detected call result.
Customer phone type.
0, No Contact Type
1, Home Phone
2, Direct Business Phone
3, Business With Ext
4, Mobile
5, Vacation Phone
6, Pager
7, Modem
8, Voice Mail
9, Pin Pager
10, E-mail Address
28 Outbound Contact 7.6
Chapter 1: Communication Protocols Event Overview
Table 8: Enumeration Table (Continued)
Genesys
Mandatory Field in Calling List
Table
Key record_status record_type
Enumeration Value
GSW_RECORD_
STATUS
0, No Record Status
1, Ready
2, Retrieved
3, Updated
4, Stale
5, Canceled
6, Agent Error
8, Missed CallBack
GSW_RECORD_TYPE 0, No Record Type
1, Unknown
2, General
3, Campaign
Rescheduled
4, Personal Rescheduled
5, Personal CallBack
6, Campaign CallBack
7, No Call
Int
Data
Type in
User
Event
Int
Description
Status of adding record sent from a desktop.
Type of record sent from a desktop.
Attaching Script Information to OCS User Events and
Telephony Events
The Configuration Object Script with the Type Outbound Campaign defines all of the attributes that are required by Agent Scripting.
References to this script can be defined in the Script combo box of a
Campaign, Calling List, or Campaign Group Configuration Objects.
When a script is defined in either of these objects: Outbound Contact Server attaches the DBID of the corresponding Object Script to a User Data of an
Outbound Call or Preview Record, as a value of a key-value pair where
GSW_SCRIPT_ID is a key.
Reference Manual 29
Chapter 1: Communication Protocols Desktop Requests and OCS Responses
When the script is specified in multiple Outbound Objects related to a particular Record (for example, in both Campaign and Calling List), then OCS selects the script DBID in the following order:
1. Campaign Group
2.
Campaign
3.
Calling List
In this case, when different Scripts are specified in the Campaign and Calling
List, the script DBID of the Script that is specified in the Campaign is attached to the call.
Desktop Requests and OCS Responses
The previous sections gave a general overview of the OCS/Desktop
Communication protocol. The rest of this chapter describes desktop requests and the corresponding OCS responses in more detail. The topics covered include:
• Campaign status notifications
• Campaign agent assignment
• Starting Preview dialing mode
• Request preview records
• ReadyTime request
• Updating call results and custom fields
• Chained records
• Rejecting records
• Canceling records
• Submitting DNC requests
• The differences between canceling records and marking them DoNotCall
• Scheduling and Rescheduling records
• Adding records to the calling list
• Unsolicited notifications
• Agent logout
Finally, it provides a library of error codes and all Genesys events and event type protocols.
The general format for each event section is:
• A diagram (when appropriate) with the event sequence, conditions, and responses.
• A table that features the description, desktop action, mandatory fields, and additional fields for that event.
30 Outbound Contact 7.6
Chapter 1: Communication Protocols Campaign Status Notification from OCS to Desktop
• Another table that shows the values and descriptions of the additional fields, gives the default values, and describes whether those keys are mandatory or optional.
It is important to note that key-value pairs can be sent in any order. That is, they may be sent in an order other than that specified in the tables in this document. Therefore, any program should have the intelligence to understand keys not by sequence, but by key name.
Note: All requests from the desktop receive the response error Invalid
Request or Invalid Request Data if the request does not have all mandatory fields specified or if the mandatory fields have the wrong data.
Campaign Status Notification from OCS to
Desktop
Agents receive immediate information about the active campaign at login.
When an agent logs in, OCS sends notification to the desktop telling the agent if a campaign is running, the name of the campaign, and the campaign mode.
The following are notification messages from OCS to the desktop:
•
CampaignStarted
• CampaignLoaded
•
CampaignUnloaded
• CampaignStopped
•
CampaignModeChanged
• CampaignGroupAssigned
Notification messages are sent to the agent desktop when:
• The status of a campaign changes.
• The agent logs in to a group that has a running or active (loaded) campaign associated with it.
• The agent assignment is changed.
If the primary and backup OCS switch for any reason, a new primary server sends event CampaignStarted/CampaignLoaded to every agent in the campaign to let the desktop know that the GSW_APPLICATION_ID attribute has changed. For
more information, see “Characteristics of Event Structures” on page 16
.
Within a given group, and simultaneously, one or all of the following can be occurring:
• One campaign is running in auto dialing mode.
• Several campaigns are running in the Preview or Push Preview dialing mode
• Several campaigns are loaded (active) within a group.
Reference Manual 31
Chapter 1: Communication Protocols Campaign Status Notification from OCS to Desktop
Therefore, the status of the campaign must be stated for each group, since a campaign may be started and stopped for different groups at different times.
Figure 1 shows the user events
CampaignStarted, CampaignStopped , and
CampaignModeChanged , which OCS sends to the desktop.
OCS Desktop
Key: GSW_USER_EVENT
Value: CampaignStarted
Key: GSW_USER_EVENT
Value: CampaignModeChanged
Key: GSW_USER_EVENT
Value: CampaignStopped
Figure 1: Campaign Status from OCS to the Desktop
CampaignStarted
OCS sends this event to the desktop when a campaign is started. Table 9
contains more information.
Table 9: CampaignStarted
CampaignStarted User Event
Description
Recommended
Desktop Action
OCS sends this event to all logged in agents when the dialing for a campaign begins, or, as a response to an agent login when a campaign is started.
The desktop should store the campaign name and OCS application ID from the attached data of this user event.
The desktop can choose to display the campaign information from the attached data.
lists the attached data for the CampaignStarted event.
32 Outbound Contact 7.6
Chapter 1: Communication Protocols Campaign Status Notification from OCS to Desktop
Table 10: CampaignStarted Attached Data
Data Key
GSW_USER_EVENT
Type
String
GSW_APPLICATION_ID
GSW_CAMPAIGN_
DESCRIPTION
String
GSW_CAMPAIGN_MODE String
GSW_CAMPAIGN
_GROUP_NAME
Int
GSW_CAMPAIGN_NAME String
String
Key Required Value
Yes
Yes
Yes
Yes
Yes
Yes
CampaignStarted
Description
<OCS application
DBID>
DBID for OCS from
Configuration
DB
Description of campaign group.
<description> or an empty string
Power GVP,
Predictive,
Predictive with
Seizing,
Preview,
Progressive,
Progressive with Seizing, and Push
Preview.
Mode in which campaign started.
<Campaign name>
<Campaign
Group name>
Hard coded request name
CampaignLoaded
OCS sends this event to the desktop when a campaign is loaded. Table 11
contains more information.
Reference Manual 33
Chapter 1: Communication Protocols Campaign Status Notification from OCS to Desktop
Table 11: CampaignLoaded
CampaignLoaded User Event
Description OCS sends this event to all logged in agents when a campaign is loaded, or, as a response to an agent login when a campaign is started.
Recommended
Desktop Action
The desktop should store the campaign name and OCS application ID from the attached data of this user event.
The desktop can choose to display the campaign information from the attached data.
lists the attached data for the CampaignLoaded event.
Table 12: CampaignLoaded Attached Data
Data Key
GSW_USER_EVENT
Type
String
Key
Required
Yes
Value
CampaignLoaded
Description
GSW_APPLICATION_ID Int
GSW_CAMPAIGN_
DESCRIPTION
String
GSW_CAMPAIGN_NAME String
GSW_CAMPAIGN
_GROUP_NAME
String
Yes
Yes
Yes
Yes
<OCS application
DBID>
<description> or an empty string.
<Campaign name>
<Campaign Group name>
Hard coded request name
DBID for OCS from
Configuration DB
Description of campaign group.
CampaignUnloaded
OCS sends this event to the desktop when a campaign is unloaded. Table 13
contains more information.
Table 13: CampaignUnloaded
CampaignUnloaded User Event
Description OCS sends this event to all logged in agents when a campaign is unloaded.
Recommended
Desktop Action
The desktop should stop sending requests to the campaign.
34 Outbound Contact 7.6
Chapter 1: Communication Protocols Campaign Status Notification from OCS to Desktop
lists the attached data for the CampaignUnloaded event.
Table 14: CampaignUnloaded Attached Data
Data Key
GSW_USER_EVENT
Type
String
Key
Required
Yes
Value Description
GSW_APPLICATION_ID Int
GSW_CAMPAIGN_NAME String
GSW_CAMPAIGN
_DESCRIPTION
String
GSW_CAMPAIGN
_GROUP_NAME
String
Yes
Yes
Yes
Yes
CampaignUnloaded Hard coded event name
<Unique ID of
OCS>
<Campaign name>
<description> or an empty string
Description of campaign group.
<Campaign Group name>
CampaignStopped
OCS sends this event to the desktop when a campaign is stopped.
contains more information.
Table 15: CampaignStopped
CampignStopped User Event
Description
Recommended
Desktop Action
OCS sends this event to all logged in agents when dialing for a campaign stops.
The desktop should stop sending requests to the campaign.
lists the attached data for the CampaignStopped event.
Table 16: CampaignStopped Attached Data
Data Key
GSW_USER_EVENT
Type
String
Key
Required
Yes
Value Description
GSW_APPLICATION_ID Int Yes
CampaignStopped Hard coded event name
<Unique ID of
OCS>
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Chapter 1: Communication Protocols Campaign Status Notification from OCS to Desktop
Table 16: CampaignStopped Attached Data (Continued)
Data Key Type
GSW_CAMPAIGN_NAME String
Key
Required
Yes
Value
GSW_CAMPAIGN
_DESCRIPTION
GSW_CAMPAIGN
_GROUP_NAME
String
String
Yes
Yes
<Campaign name>
<description> or an empty string
<Campaign
Group name>
Description
The description of the
Campaign Group.
CampaignModeChanged
OCS sends this event to the desktop when a campaign mode has changed.
contains more information.
Table 17: CampaignModeChanged
CampaignModeChanged User Event
Description
Recommended
Desktop Action
Description of change sent to all logged-in agents when the dialing mode for a campaign changes from Predictive mode to Progressive mode or vice-versa.
The desktop can choose to display the campaign information from the attached data.
lists the attached data for the CampaignModeChanged event.
Table 18: CampaignModeChanged Attached Data
Data Key
GSW_USER_EVENT
Type
String
Key
Required
Value
Yes CampaignModeChanged
Description
Hard coded event name
GSW_APPLICATION_ID Int Yes <Unique ID of OCS >
36 Outbound Contact 7.6
Chapter 1: Communication Protocols Campaign Status Notification from OCS to Desktop
Table 18: CampaignModeChanged Attached Data (Continued)
Data Key Type
GSW_CAMPAIGN_MODE String
GSW_CAMPAIGN_NAME String
GSW_CAMPAIGN_
DESCRIPTION
String
GSW_CAMPAIGN
_GROUP_NAME
String
Key
Required
Value
Yes Power GVP,
Predictive,
Predictive with
Seizing,
Preview,
Progressive,
Progressive with
Seizing, and Push Preview.
Yes
Yes
Yes
Description
Mode in which campaign is currently running.
<Campaign name>
<description> or an empty string
Description of campaign group.
<Campaign group name>
Campaign Group Agent Assignment
OCS sends this event to the desktop when the agent has been assigned to a
campaign. Table 19 contains more information.
Note: This notification is a new part of Outbound Contact functionality: agent assignment in multiple campaigns. Refer to the Outbound
Contact 7.6 Deployment Guide for more information about this functionality.
Table 19: CampaignGroupAssigned
CampaignGroupAssigned User Event
Description Sent by OCS when the agent assignment has changed
Recommended
Desktop Action
Process the changed campaign assignment.
lists the attached data for the CampaignGroupChanged event.
Reference Manual 37
Chapter 1: Communication Protocols Campaign Status Notification from OCS to Desktop
Table 20: CampaignGroupAssigned Attached Data
Data Key
GSW_USER_EVENT
Type
String
GSW_APPLICATION_ID Int
GSW_CAMPAIGN_NAME String
GSW_CAMPAIGN_
DESCRIPTION
String
GSW_CAMPAIGN
_GROUP_NAME
String
Yes
Yes
Yes
Key
Required
Value
Yes CampaignGroupAssigned
Yes
Description
Hard coded event name
<Unique ID of OCS>
<Campaign name>
<description> or an empty string
Description of campaign group.
<Campaign Group name>
CampaignStatusRequest
OCS responds to CampaignStatusRequest with the same message that is delivered to the agent's desktop upon the agent’s login, in the case where the agent is identified as a participant in the active/running campaign group.
Possible status notification messages in a response to this request include:
•
CampaignLoaded
• CampaignStarted
•
CampaignGroupAssigned
contains more information.
Table 21: CampaignStatusRequest
CampaignStatus Request User Event
Description
Recommended
Desktop Action
This request queries information on campaign group(s) statuses from OCS at any arbitrary time when the agent desktop needs to synchronize with OCS on current outbound activities for the agent.
Synchronize with OCS on all campaigns in which the agent participates.
lists the attached data for the CampaignStatusRequest event.
38 Outbound Contact 7.6
Chapter 1: Communication Protocols PreviewDialingModeStart Request
Table 22: CampaignStatusRequest Attached Data
Data Key Type
GSW_AGENT_REQ_TYPE String
Key
Required
Value
Yes CampaignStatusRequest
Description
GSW_APPLICATION_ID a
Int No OCS application DBID
Hard coded request name
Target OCS application
DBID a. GSW_APPLICATION_ID is not a mandatory attribute in the message. If it is present, it narrows the request for campaign group(s) statuses, and only the OCS application with the provided application
DBID will process it. If this attribute is absent from the message, then all of the OCS applications that receive this request will process it.
Note: OCS will never reply to CampaignStatusRequest with an error message.
It will either reply with status notification message(s) or not reply at all
(for example, in the case where there are no active or running campaign groups within OCS, or the agent is unknown to OCS).
PreviewDialingModeStart Request
The PreviewDialingModeStart request applies to both Preview and Predictive dialing modes. It is used for receiving scheduled calls or Preview mode records. The PreviewDialingModeStart request can be activated by setting the agent_preview_mode_start option in the Campaign Group object or the OCS
Application object in Configuration Manager. If the option is set to true , the desktop must send this request after an agent logs in to receive scheduled call records from OCS. If the agent wants to participate in a preview campaign, the desktop is required to send this request before sending any preview record request. Without the Preview Dialing Mode Start request, OCS ignores all preview record requests sent from the desktop. This setting and request are most often used to ensure that no rescheduled call records are sent to the desktop directly after the agent logs in.
When the option agent_preview_mode_start is set to false , OCS assumes that the agent is ready to receive any rescheduled call records. If a preview campaign is running when the agent logs in, a Preview Record Request can be sent anytime without sending a Preview Dialing Mode Start request.
Reference Manual 39
Chapter 1: Communication Protocols PreviewDialingModeStart Request
PreviewDialingModeStart
The desktop sends this request to OCS when the Preview dialing mode starts.
contains more information.
Note: The PreviewDialingModeStart request is not required from the Agent
Desktop in Push Preview and Power GVP modes, regardless of the setting for the agent_preview_mode start option. For information on this option, see the Outbound Contact 7.6 Deployment Guide.
Table 23: PreviewDialingModeStart
PreviewDIalingModeStart Request
Description Request to activate preview session for the agent. Needed if the agent_preview_mode_start option is set to true.
OCS Action Link agent DN and campaign ID.
lists the attached data for the PreviewDialingModeStart request.
Table 24: PreviewDialingModeStart Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_APPLICATION_ID Int Yes
GSW_CAMPAIGN_NAME String Yes
Description
PreviewDialingModeStart
Unique ID of OCS
Name of the campaign.
PreviewDialingModeStartAcknowledge
OCS sends this event to the desktop to acknowledge the start of Preview dialing mode.
contains more information.
Table 25: PreviewDialingModeStartAcknowledge
PreviewDialingModeStartAcknowledge
Description
Recommended
Desktop Action
OCS accepts a desktop request to initiate preview session.
The desktop can send requests to OCS and receive callbacks.
lists the attached data for the PreviewDialingModeStartAcknowledge event.
40 Outbound Contact 7.6
Chapter 1: Communication Protocols PreviewDialingModeStart Request
Table 26: Preview Dialing Mode Start Acknowledge Attached Data
Data Key Type Key
Required
String Yes GSW_USER_EVENT
GSW_APPLICATION_ID Int Yes
GSW_CAMPAIGN_NAME String Yes
Description
PreviewDialingModeStartAcknowledge
Unique ID of OCS
Name of the campaign
PreviewDialingModeOver
The desktop sends this request to OCS when the Preview dialing mode is over.
contains more information.
Note: The PreviewDialingModeOver request is not required from the Agent
Desktop in Push Preview or Power GVP modes, regardless of the setting for the agent_preview_mode start option. For information on this option, see the Outbound Contact 7.6 Deployment Guide.
Table 27: PreviewDialingModeOver
PreviewDialingModeOver User Event
Description
OCS Action
Request to terminate preview session for the agent.
Remove the link between agent DN and campaign ID.
lists the attached data for the PreviewDialingModeOver request.
Table 28: PreviewDialingModeOver Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_APPLICATION_ID Int Yes
GSW_CAMPAIGN_NAME String Yes
Description
PreviewDialingModeOver
Unique ID of OCS
Name of the campaign.
PreviewDialingModeOverAcknowledge
OCS sends this event to the desktop to acknowledge the end of Preview dialing
contains more information.
Reference Manual 41
Chapter 1: Communication Protocols ReadyTime Request
Table 29: PreviewDialingModeOverAcknowledge
PreviewDialingModeOverAcknowledge User Event
Description OCS accepts a desktop request to close preview session.
Recommended
Desktop Action
Desktop should disable the function for sending further requests to OCS and for receiving callbacks.
lists the attached data for the PreviewDialingModeOverAcknowledge event.
Table 30: PreviewDialingModeOverAcknowledge Attached Data
Data Key Type Key
Required
GSW_USER_EVENT
GSW_APPLICATION_ID
String
Int
Yes
Yes
GSW_CAMPAIGN_NAME String Yes
Description
PreviewDialingModeOverAcknowledge
Unique ID of OCS
Name of the campaign.
ReadyTime Request
This request is used to increase campaign performance in the Predictive or
Predictive with seizing dialing modes for small groups. This request only applies when the predictive_algorithm option is set to small_group or advanced_small_group and Overdial Rate is used as the optimization parameter.
Through this event, the agent’s desktop provides OCS with an estimate of the time (in seconds).that the agent will need to finish processing of the current outbound call and before he or she will go to the Ready state.
Note:
• This request was added in the 7.6.1 release.
• For more information about the predictive_algorithm option, see the Outbound Contact 7.6 Deployment Guide.
ReadyTime
The desktop sends this ReadyTime request to OCS, providing the estimated time
(in seconds) remaining until the agent will become Ready
more information.
42 Outbound Contact 7.6
Chapter 1: Communication Protocols ReadyTime Request
Table 31: ReadyTime Request
ReadyTime Agent Request
Description Provides the time in which the agent will become Ready.
OCS Action Use this information in the predictive algorithm when calculating the number of outbound calls to be placed in the next seconds
lists the attached data for the ReadyTime request.
Table 32: ReadyTime Attached Data a
Data Key b Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_READY_TIME Int Yes
GSW_APPLICATION_ID
GSW_RECORD_HANDLE
Int
Int
Yes
Yes
Value
ReadyTime
<Expected time in seconds>
<Unique
ID of
OCS>
<Unique record handle>
Description
Hard coded request name
Expected time to go ready in seconds (N), where N >0
Target OCS application DBID
Record handle for the record currently on the agent’s desktop c a.
ReadyTime can only be applied to a record currently being processed by the agent.
b.
ReadyTime supports only those key-value pairs listed in this table. Any other pairs will be ignored by OCS.
c. The record handle is a mandatory attribute because it identifies the record currently being process by the agent for OCS.
ReadyTimeAcknowledge
OCS sends this event to the desktop to acknowledge the ReadyTime request.or sends an error (see
).
contains more information.
Reference Manual 43
Chapter 1: Communication Protocols ReadyTime Request
Table 33: ReadyTimeAcknowledge
ReadyTimeAcknowledge User Event
Description OCS acknowledges receiving the event to the desktop.
Desktop Action Ensure the record gets finalized and the agent goes Ready after the communicated period of time elapses.
lists the attributes for the ReadyTimeAcknowledge event.
Table 34: ReadyTimeAcknowledge Attributes
Data Key Type Key
Required
GSW_USER_EVENT String Yes
GSW_APPLICATION_ID Int Yes
GSW_RECORD_HANDLE Int Yes
Value Description
ReadyTimeAcknowledge Hard coded event
<Unique ID of OCS> Originator OCS application DBID
<Unique record handle>
Record handle value, as passed in the
ReadyTime request
ReadyTime Error
If OCS is not able to properly process the ReadyTime, one of the errors in
is returned.
Table 35: ReadyTime Error Codes
Error Code
101
Error Description
Invalid request
102
103
104
Invalid request; attribute is not found
Invalid request data; bad attribute value
Agent not found
Returned When:
Campaign Group dialing mode is not Predictive
(Predictive ASM)
A mandatory attribute is missing from the request
Time to go ready is less than or equal to 0
This agent is unknown to
OCS
44 Outbound Contact 7.6
Chapter 1: Communication Protocols Preview Record Request and Acknowledgment
Table 35: ReadyTime Error Codes (Continued)
Error Code
112
120
Error Description
No call found for the record handle
Duplicate request is not allowed
Returned When:
The record handle is invalid
The ReadyTime request is submitted more than once for the same record handle
Preview Record Request and
Acknowledgment
The desktop can send a preview record request after receiving the event
CampaignStarted, with the additional key-value GSW_CAMPAIGN_MODE set to
Preview . The desktop can then begin working in Preview dialing mode. OCS has the option of setting PreviewDialingModeStart as either true or false .
When set to true , OCS waits for the PreviewDialingModeStart request from the desktop before allowing the agent to issue a PreviewRecord request. When set to false , the desktop can send a PreviewRecord request without sending the
PreviewDialingModeStart request for receiving scheduled calls or preview records.
PreviewRecordRequest
The desktop sends this request to OCS to request preview records.
contains more information.
Table 36: PreviewRecordRequest
PreviewRecordRequest
Description Request to send preview record.
OCS Action Conditionally sends acknowledgment, depending on setting of the PreviewDialingModeStart event. See
“PreviewDialingModeStart Request” on page 39
.
lists the attached data for PreviewRecordRequest .
Reference Manual 45
Chapter 1: Communication Protocols Preview Record Request and Acknowledgment
Table 37: PreviewRecordRequest Attached Data
Data Key
GSW_AGENT_REQ_TYPE
GSW_APPLICATION_ID
GSW_CAMPAIGN_NAME
Type
String
Int
String
Key Required
Yes
Yes
Yes
Description
PreviewRecordRequest
Unique ID of OCS
Name of the campaign.
PreviewRecord
The following event is sent by OCS to the desktop in response to a request for records in the Preview dialing mode.
contains more information. See
“Reserved Keys” on
and “Genesys Enumeration Table” on page 28
for predefined attribute values.
Table 38: PreviewRecord
PreviewRecord User Event
Description
Recommended
Desktop Action
Preview record to dial.
Perform “Call Work” (the agent performs work associated with the call, such as dialing or updating a record).
lists the attached data for the PreviewRecord event.
Table 39: PreviewRecord Attached Data
Data Key Type
GSW_USER_EVENT
GSW_APPLICATION_ID
GSW_ATTEMPTS
GSW_CALL_RESULT
GSW_CALL_TIME
String
Int
Int
Int
String
Key
Required
Description
Yes
Yes
No
PreviewRecord
OCS configuration application database
ID. Unique identifier of the running OCS instance.
Number of attempts for the record. This key is used when a new record is added.
Yes
No
Call Result set by dialer or saved from previous call. (See the “Genesys
Enumeration Table” on
.)
System time when record was called, in seconds from 1/1/70 (GMT).
46 Outbound Contact 7.6
Chapter 1: Communication Protocols Preview Record Request and Acknowledgment
Table 39: PreviewRecord Attached Data (Continued)
Data Key
GSW_CALLING_LIST
GSW_CAMPAIGN_NAME
GSW_CHAIN_ID
GSW_FROM
GSW_PHONE
GSW_PHONE_TYPE
GSW_RECORD_HANDLE
GSW_TZ_OFFSET
GSW_UNTIL
GSW_CONTACT_MEDIA_TYP
E
GSW_CAMPAIGN
_GROUP_NAME
GSW_CAMPAIGN_GROUP__
DESCRIPTION
Custom fields
Type
String
String
Int
Int
String
Int
Int
Int
Int
String
String
String
Any
Key
Required
Description
Yes Name of the calling list.
Yes
Yes
Yes
Yes
No
Name of the campaign.
Unique chain ID
GSW_FROM - GSW_UNTIL: Time frame when a record can be called, seconds from midnight.
Phone number to dial.
Customer phone type (See the “Genesys
Enumeration Table” on
).
Yes
Yes
No
Yes
Yes
Unique Record Identifier.
Offset (time difference) in seconds between UTC and a particular time zone.
It may contain different values throughout the year if Daylight Savings
Time (DST) is used for the specified time zone.
Time until, seconds since midnight.
Describes the media type used for contact.
The name of the Campaign Group.
Yes
No
The description of the Campaign Group.
Value may be an empty string.
Custom fields.
No Records Available
OCS sends this event to the desktop when there are no more Preview records to send or if OCS has not filled the buffer yet. The desktop repeats its
PreviewRecordRequest (
contains more information.
Reference Manual 47
Chapter 1: Communication Protocols Preview Record Request and Acknowledgment
Table 40: No Records Available
No Records Available User Event
Description No more records in the OCS internal buffer.
Recommended
Desktop Action
Try to send a request later.
lists the attached data for the No Records Available event.
Table 41: No RecordsAvailable Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_ERROR_NUMBER Int Yes
Description
GSW_ERROR String Yes
GSW_APPLICATION_ID Int Yes
GSW_CAMPAIGN_NAME String Yes
PreviewRecordRequest
Error code. See “Error Names and Codes” on page 89
.
No Records Available.
OCS Application DBID
Name of the campaign.
NoRunningPreviewCampaigns
OCS issues this message if the agent requests a record for a preview campaign that is not currently running.
contains more information.
Note: In release 7.2, this scenario resulted in a NoActivePreviewCampaign message.
Table 42: NoRunningPreviewCampaigns
NoRunningPreviewCampaigns User Event
Description No campaigns are running in Preview mode
Recommended
Desktop Action
Try to send a request later.
lists the attached data for the NoRunningPreviewCampaign error.
48 Outbound Contact 7.6
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Table 43: No Running Preview Campaign Error
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_ERROR_NUMBER Int Yes
GSW_ERROR
GSW_APPLICATION_ID
String
Int
Yes
Yes
GSW_CAMPAIGN_NAME String Yes
Description
PreviewRecordRequest
Error code. See “Error Names and Codes” on page 89
.
No Running Preview Campaign
OCS Application DBID
Name of the campaign.
Updating Call Results and Custom Fields
The UpdateCallCompletionStats request updates Genesys modifiable mandatory fields and custom fields in a record to OCS.
For example, in Predictive dialing mode, this request can be used to overwrite the call result detected by call progress detection when needed. Or the desktop can overwrite a call result answer with the call result wrong party. (See the list
of predefined call results on Table 112 on page 115 .)
This request can be sent multiple times before the RecordProcessed request is sent. Also, the record can still be canceled or rejected (using RecordCancel or
RecordReject ) before the final RecordProcessed request is sent. Use the
UpdateCallCompletionStats when the record is still active on the agent desktop.
The RecordProcessed request signals the final transaction for the record. The request updates all fields (including call completion statistics and custom fields) in OCS and returns the record to the database.
After the request is sent, the record cannot be canceled or rejected. Use the
RecordProcessed request when the agent finishes with a record and returns it to the database. Changes made to the database after the RecordProcessed request is used are final.
If you want OCS to apply a treatment to the call result entered in
UpdateCallCompletionStats request, then the final RecordProcessed request for this record should contain an optional GSW_TREATMENT attribute, which has a possible value of RecordTreatPersonal or RecordTreatCampaign .
If the value of this attribute is RecordTreatCampaign, OCS will change the status of this record to Campaign Rescheduled and treat it as regular record rescheduled by treatment.
Reference Manual 49
Chapter 1: Communication Protocols Updating Call Results and Custom Fields
If the value of this attribute is RecordTreatPersonal, OCS will change the status of this record to Personal Rescheduled and treat it similarly to P ersonal
CallBack.
If GSW_TREATMENT attribute is omitted in the RecordProcessed request, no treatment will be applied to the record.
illustrates a typical data flow when updating Call Results and Custom
Fields.
OCS Desktop
Key: GSW_AGENT_REQ_TYPE
Value: UpdateCallCompletionStats
Key: GSW_USER_EVENT
Value: UpdateCallCompletionStatsAcknowledge
Agent may send numerous updates and OCS replies with acknowledgments
Key: GSW_AGENT_REQ_TYPE
Value: RecordProcessed
Key: GSW_USER_EVENT
Value: RecordProcessedAcknowledge
Figure 2: Updating Call Results and Custom Fields Data Flow
UpdateCallCompletionStats
The desktop sends this request to OCS to update a record on completion of a call.
contains more information.
Table 44: UpdateCallCompletionStats
UpdateCallCompletionStats Request
Description Desktop sends to update record details. Intermediate update.
OCS Action Update record fields internally; wait for next requests.
lists the attached data for the UpdateCallCompletionStats request.
50 Outbound Contact 7.6
Chapter 1: Communication Protocols Updating Call Results and Custom Fields
Table 45: UpdateCallCompletionStats Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_CALL_RESULT Int No
GSW_FROM Int
GSW_UNTIL
GSW_PHONE
GSW_PHONE_TYPE
Int
Int
GSW_RECORD_HANDLE Int
No
String No
No
Yes
GSW_APPLICATION_ID Int
No
Yes
GSW_CAMPAIGN_NAME String Yes
Custom Fields Any No
Description
UpdateCallCompletionStats
Call Result sent to change automatically detected
call result. See Table 8 on page 28
.
GSW_FROM - GSW_UNTIL : Time frame when a record can be called, seconds from midnight.
Time until, seconds since midnight.
Customer’s phone number.
Customer phone type. See Table 8 on page 28
.
Unique Record Identifier. Do not change this value.
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the campaign.
Custom Fields.
UpdateCallCompletionStatsAcknowledge
OCS sends this event to the desktop to acknowledge a call completion notification.
contains more information.
Table 46: UpdateCallCompletionStatsAcknowledge
UpdateCallCompletionStatsAcknowledge User Event
Description OCS accepts a desktop request to update a record’s fields.
Recommended
Desktop Action
Continue “Call Work” (the agent performs work associated with the call, such as dialing or updating a record).
lists the attached data for the UpdateCallCompletionStatsAcknowledge event.
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Chapter 1: Communication Protocols Updating Call Results and Custom Fields
Table 47: UpdateCallCompletionAcknowledge Attached Data
Data Key
GSW_USER_EVENT
Type Key
Required
String Yes
Description
GSW_APPLICATION_ID Int Yes
GSW_CALLING_LIST String Yes
GSW_CAMPAIGN_NAME String Yes
GSW_RECORD_HANDLE Int Yes
UpdateCallCompletionStatsAcknowledge or error.
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the calling list.
Name of the campaign.
Unique Record Identifier. Do not change this value.
RecordProcessed
The desktop sends this request to OCS to indicate that the agent has finished with a record and that it should be processed and sent to the database.
The RecordProcessed request is mandatory in Preview dialing mode and optional in the other dialing modes. When the record_processed option is set to true
, it must be sent in all cases. Table 48 contains more information.
Table 48: RecordProcessed
RecordProcessed Request
Description Desktop sends event to indicate that record is processed.
OCS should update record if it is provided.
OCS Action Update a record and its chain in DB; use all changes made by previous requests regarding the records in the chain. If a RecordProcessed event has the GSW_TREATMENT field correctly specified, OCS applies a treatment to the record.
lists the attached data for the RecordProcessed request.
52 Outbound Contact 7.6
Chapter 1: Communication Protocols Updating Call Results and Custom Fields
Table 49: RecordProcessed Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_APPLICATION_ID Int Yes
GSW_CALL_RESULT Int No
GSW_CALLING_LIST String Yes
GSW_CAMPAIGN_NAME String Yes
GSW_FROM Int No
GSW_UNTIL
GSW_PHONE
Int No
String No
GSW_PHONE_TYPE Int
GSW_RECORD_HANDLE Int
No
Yes
GSW_TREATMENT String No
Description
RecordProcessed
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Call Result sent to change automatically
detected call result. See Table 8 on page 28 and
Name of the calling list.
Name of the campaign.
GSW_FROM - GSW_UNTIL: Time frame when a record can be called, seconds from midnight.
Time until, seconds since midnight.
Customer’s phone number.
Customer phone type. See Table 8 on page 28 .
Unique Record Identifier.
Custom Fields Any No applied to a record chain when
RecordProcessed event is processing. Possible values are RecordTreatPersonal or
RecordTreatCampaign.
Custom Fields.
RecordProcessedAcknowledge
OCS sends this event to the desktop to acknowledge a RecordProcessed notification.
contains more information.
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Chapter 1: Communication Protocols Chained Records
Table 50: RecordProcessedAcknowledge
RecordProcessAcknowledge User Event
Description OCS confirms that the record has been executed.
Recommended
Desktop Action
Remove the record and the chain if requested.
lists the attached data for RecordProcessedAcknowledge event.
Table 51: RecordProcessedAcknowledge Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
GSW_CALLING_LIST
GSW_CAMPAIGN_NAME
GSW_RECORD_HANDLE
Type
String
Int
String
String
Int
Yes
Yes
Yes
Key
Required
Description
Yes
Yes
RecordProcessedAcknowledge
OCS configuration application database ID. Unique identifier of the running OCS instance.
Name of the calling list.
Name of the campaign.
Unique Record Identifier.
Chained Records
If a customer cannot be reached at the primary contact number (for example,
Home Phone), the agent may try a second, or subsequent, record in a chain of contact numbers (for example, Business Phone). For the primary contact number, the chain_n field is represented by zero or any positive number. When using the ChainedRecordRequest, the attached data of the request must include the initial record’s GSW_RECORD_HANDLE.
Note: All repeated requests having the same mandatory field values (such as
GSW_RECORD_HANDLE ) receive the response error Record Not Found if the record is already processed. A desktop can send the request only once for a chain; subsequent requests are ignored to avoid multiple delivery of the same records.
54 Outbound Contact 7.6
Chapter 1: Communication Protocols Chained Records
The ChainedRecordRequest can be used in the Preview or Predictive dialing mode. However, In Predictiv e dialing mode the user should use one of the following:
• The Next In Chain treatments, to let the dialer handle the chain record automatically.
• A ChainedRecordRequest to handle chain records manually. Never use both
in the same campaign. Figure 3 is an example of a typical chained record
data flow.
OCS Desktop
Key: Agent_Req_Type
Value: ChainedRecordRequest
Key: GSW_User_Event
Value: ChainedRecord
OCS sends 0 to n chained records
(0 if the chain has only one record, and it is already on the desktop)
Key: GSW_User_Event
Value: ChainedRecordsDataEnd
OR
Key: GSW_User_Event
Value: ChainedRecordRequestError
Figure 3: Chained Record Data Flow
ChainedRecordRequest
The desktop sends this request to OCS to request a record chain. Table 52
contains more information.
Table 52: ChainedRecordRequest
ChainedRecordRequest
Description Request to send all records from the chain defined by
RecordHandle.
OCS Action Send rest of a chain to the desktop.
lists the attached data for ChainedRecordRequest.
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Chapter 1: Communication Protocols Chained Records
Table 53: ChainedRecordRequest Attached Data
Data Key Type
GSW_AGENT_REQ_TYPE String
GSW_APPLICATION_ID Int
GSW_CAMPAIGN_NAME String
GSW_RECORD_HANDLE Int
Key
Required
Description
Yes
Yes
ChainedRecordRequest
Yes
Yes
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the campaign.
Unique Record Identifier.
ChainedRecord
The following event is sent by OCS to the desktop in response to a
ChainedRecordRequest event. Non-mandatory fields should be sent only if the send_attribute
option is defined. Table 54 contains more information.
Table 54: ChainedRecord
ChainedRecord User Event
Description Chain record delivered.
Recommended
Desktop Action
Continue Call Work (the agent performs work associated with the call, such as dialing or updating a record).
lists the attached data for the ChainedRecord event.
Table 55: ChainedRecord Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
GSW_ATTEMPTS
GSW_CALL_TIME
Type Key
Required
Description
String Yes
Int Yes
ChainedRecord
OCS configuration application database
ID. Unique identifier of the running OCS instance.
Int
String
No
No
Number of attempts for the record. This key is used when a new record is added.
System time when record was called, in seconds from 1/1/70 (GMT).
56 Outbound Contact 7.6
Chapter 1: Communication Protocols Chained Records
Table 55: ChainedRecord Attached Data (Continued)
Data Key
GSW_CALLING_LIST
GSW_CALL_RESULT
GSW_CAMPAIGN_NAME
GSW_CHAIN_ID
GSW_FROM
GSW_PHONE
GSW_PHONE_TYPE
GSW_RECORD_HANDLE
GSW_TZ_OFFSET
GSW_UNTIL
GSW_CAMPAIGN_GROUP__
DESCRIPTION
Custom fields
Type Key
Required
Description
String
Int
Yes
Yes
Name of the calling list.
Call Result set by dialer or saved from previous call. (See the “Genesys
.)
Name of the campaign. String Yes
Int
Int
Yes
No
Unique chain ID.
GSW_FROM - GSW_UNTIL: Time frame when a record can be called, seconds from midnight.
String Yes
Int No
Int
Int
Int
Any
Yes
No
No
GSW_CONTACT_MEDIA_TYPE String Yes
GSW_CAMPAIGN
_GROUP_NAME
String Yes
String Yes
No
Customer’s phone number.
Customer phone type (See the “Genesys
).
Unique Record Identifier.
Offset (time difference) in seconds between UTC and a particular time zone.
It may contain different values throughout the year if Daylight Savings Time (DST) is used for the specified time zone.
Time until, seconds since midnight.
Describes the method of contact.
The name of the Campaign Group.
The description of the Campaign Group.
Value may be an empty string.
Custom Fields.
ChainedRecordsDataEnd
The following event is sent by OCS to the desktop when all records in a chain have been sent.
contains more information.
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Chapter 1: Communication Protocols Rejecting Records
Table 56: ChainedRecordsDataEnd
ChainedRecordsDataEnd User Event
Description All chain has been delivered.
Recommended
Desktop Action
Continue “Call Work” (the agent performs work associated with the call, such as dialing or updating a record).
lists the attached data for the ChainedRecordsDataEnd event.
Table 57: ChainedRecordsDataEnd Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
Type Key
Required
String Yes
Int Yes
GSW_CALLING_LIST String Yes
GSW_CAMPAIGN_NAME String Yes
GSW_CHAIN_ID Int
GSW_RECORD_HANDLE Int
Yes
Yes
Description
ChainedRecordsDataEnd
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the calling list.
Name of the campaign.
Unique chain ID.
Unique Record Identifier.
Rejecting Records
The term reject means that the agent does not want to call the record at this time.
For example, an agent might reject a record already delivered to the desktop before going on break or when leaving and logging out for the day. This is a good practice because it prevents OCS from updating these records as Stale when the stale_clean_timeout option has expired.
The rejected record is returned to the database with the following fields modified: record_type is reset to General, record_status is reset to Ready, agent_id is reset to the ID of the agent that rejected the record. It will be retrieved again with the next set of records from the database, for distribution by OCS. The agent ID will be overwritten again when the next agent receives the record.
RejectRecord data flow.
58 Outbound Contact 7.6
Chapter 1: Communication Protocols
OCS
Key: GSW_AGENT_REQ_TYPE
Value: RecordReject
Key: GSW_USER_EVENT
Value: RecordRejectAcknowledge
Desktop
Rejecting Records
Figure 4: RejectRecord Data Flow
RecordReject
The desktop sends this request to OCS to reject a record. When a record is rejected by an agent, the Agent ID field of the call record is updated to that agent’s ID.
contains more information.
Table 58: RecordReject
RecordReject Request
Description Desktop sends a request to indicate that preview record or scheduled call will not be dialed by this agent. Record should be re-sent to another agent. This is the final event for the record, which means the desktop does not need to send RecordProcessed after this request.
OCS Action OCS marks this record, and the rest of the chain, as general and ready.
lists the attached data for the RejectRecord event.
Table 59: RecordReject Attached Data
Data Key Type
GSW_AGENT_REQ_TYPE String
GSW_APPLICATION_ID Int
Key
Required
Yes
Yes
GSW_CALLING_LIST String Yes
Description
RecordReject
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the calling list.
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Chapter 1: Communication Protocols Rejecting Records
Table 59: RecordReject Attached Data (Continued)
Data Key Type
GSW_CAMPAIGN_NAME String
GSW_RECORD_HANDLE Int
Key
Required
Yes
Yes
Description
Name of the campaign.
Unique Record Identifier.
RecordRejectAcknowledge
The following event is sent to the desktop by OCS to acknowledge a rejected record .
contains more information.
Table 60: RecordRejectAcknowledge
RecordRejectAcknowledge User Event
Description
Recommended
Desktop Action
OCS accepts RejectRecord request.
Kill the record and the chain.
lists the attached data for the RecordRejectAcknowledge event.
Table 61: RecordRejectAcknowledge Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
Type Key
Required
String Yes
Int Yes
GSW_CALLING_LIST String Yes
GSW_CAMPAIGN_NAME String Yes
GSW_RECORD_HANDLE Int Yes
Description
RecordRejectAcknowledge
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the calling list.
Name of the campaign.
Unique Record Identifier.
60 Outbound Contact 7.6
Chapter 1: Communication Protocols Canceling Records
Canceling Records
The desktop can send a RequestRecordCancel event to notify OCS to cancel a record to be dialed by a campaign. Agents able to send this type of request include:
• Outbound agents: Those who work only in outbound campaigns. See
.
• Blended agents: Those who work simultaneously in outbound and inbound
•
Inbound agents: Those who work on inbound calls. See “Example 3” .
The following are three examples of record cancellations.
Example 1
1. An agent working on a campaign has a record on the desktop.
2.
After reviewing the contact history of the call record, the agent decides no outbound call is required.
3.
The desktop then sends a RequestRecordCancel (with GSW_RECORD_HANDLE ) to OCS.
4.
OCS updates the record status to cancelled.
This record will no longer be handled by the campaign.
Example 2
1. An agent is working in a blended environment (inbound and outbound) and has outbound agent desktop at his disposal.
2.
The agent accepts an inbound call and sees that there is no longer a need for an outbound call to the customer.
3.
This agent then sends RequestRecordCancel (with the phone number
GSW_PHONE, but without GSW_RECORD_HANDLE ) to OCS by means of
Outbound-Desktop protocol.
4.
OCS attempts to find a record that has the matching phone number in OCS memory and in calling lists assigned to loaded campaigns.
5.
If a match is found, OCS updates the record as cancelled in OCS memory
(if applicable) and/or in calling lists.
6.
If a match is found on other desktops within the campaign groups, OCS sends a RecordCancel notification to the desktop(s) where that record is located.
7.
The agent deletes the record from the desktop application memory to ensure the record will not be dialed.
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Note: A blended agent who submits a RequestRecordCancel from an agent desktop must be a member of an Agent Group or Place Group assigned to the campaign.
Example 3
1. An agent working on inbound calls only receives information that there is no need for an outbound call to a particular customer.
2.
The agent sends a CM_ReqCancelRecord (with the phone number GSW_PHONE , but without GSW_RECORD_HANDLE ) to OCS by means of Communication DN
API. (See “Record Cancellation from a Third-Party Application” on page 107
.)
3.
OCS attempts to find a record that has the matching phone number in OCS memory and in calling lists assigned to loaded campaigns.
4.
If a match is found, OCS updates the record as cancelled in OCS memory
(if applicable) and/or in calling lists.
5.
If a match is found on other desktops within the campaign groups, OCS sends a RecordCancel notification to the desktop(s) where that record is located.
6.
The agent deletes the record from the desktop application memory to ensure the record will not be dialed.
Note: An inbound agent who submits a CM_ReqCancelRecord from a thirdparty application does not have to be a member of an Agent or Place
Group.
The remaining sections pertaining to record cancellation in this chapter are applicable to OCS-Desktop protocol. For information about record
cancellation from third-party applications, see Chapter 2 on page 95 .
Record Cancel Requests
This section describes record cancel requests and acknowledgments.
RequestRecordCancel
The desktop sends this request to OCS to cancel a record or a chain.
contains more information.
62 Outbound Contact 7.6
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Table 62: RequestRecordCancel
RequestRecordCancel Request
Description
OCS Action
Desktop sends a request to OCS to cancel a record or a chain.
The preview record or scheduled call should not be dialed. Record should not be re-sent to another agent. It should be marked in the database as canceled .
Cancel record.
lists the attached data for the RequestRecordCancel request.
Table 63: RequestRecordCancel Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_APPLICATION_ID Int Yes
GSW_CALLING_LIST String No
GSW_CAMPAIGN_NAME String No
GSW_CHAIN_ATTR String No
GSW_PHONE String No
GSW_RECORD_HANDLE Int No
Description
RequestRecordCancel
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Always required.
Name of the calling list. Required only if
GSW_RECORD_HANDLE is specified.
Name of the campaign. Required only if
GSW_RECORD_HANDLE is specified.
Flag determining whether to update the record chain or just the single record. Values are
AllChain (default) or RecordOnly .
Customer’s phone number.
Unique Record Identifier.
Mandatory Fields
This statement covers two scenarios and the data key fields required for them.
They vary, depending on what is specified in the event.
GSW_APPLICATION_ID if ( GSW_RECORD_HANDLE is specified)
{
GSW_CAMPAIGN_NAME
GSW_CALLING_LIST
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Chapter 1: Communication Protocols Canceling Records else
}
{
GSW_PHONE
}
For example, if GSW_RECORD_HANDLE is specified, GSW_CAMPAIGN_NAME and
GSW_CALLING_LIST must be specified.
If OCS receives RequestRecordCancel with the required fields for either of these two scenarios, OCS sends RecordCancelAcknowledge to the desktop. If any of the required fields for these scenarios are missing, OCS sends an error message to the desktop.
The field GSW_CHAIN_ATTR directs the update of chained records. If omitted or set with the AllChain value, all chained records are updated as Canceled ; if the field has the RecordOnly value, the record with the requested GSW_PHONE is marked as Canceled , but other chained records are Updated .
Under particular conditions, records with the same chain_id are not all cancelled by RequestRecordCancel . For more information, see the “Filters that
Break a Chain of Records” section in the Outbound Contact 7.6 Deployment
Guide.
RecordCancelAcknowledge
OCS sends this event to the desktop to acknowledge a RequestRecordCancel event.
contains more information.
Table 64: RecordCancelAcknowledge
RecordCancelAcknowledge User Event
Description
Recommended
Desktop Action
OCS accepts a desktop request to cancel a record.
Remove the record and the chain from desktop.
lists the attached data for the RecordCancelAcknowledge event.
Table 65: RecordCancelAcknowledge Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
Type Key
Required
String Yes
Int Yes
Description
RecordCancelAcknowledge
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Always required.
64 Outbound Contact 7.6
Chapter 1: Communication Protocols Canceling Records
Table 65: RecordCancelAcknowledge Attached Data (Continued)
Data Key
GSW_CALLING_LIST
Type Key
Required
String No
Description
GSW_CAMPAIGN_NAME
GSW_CHAIN_ATTR
GSW_PHONE
GSW_RECORD_HANDLE
String No
String No
String No
Int No
Name of the calling list. Required only if
GSW_RECORD_HANDLE is specified.
Name of the campaign. Required only if
GSW_RECORD_HANDLE is specified.
Flag determining whether to update the record chain or just the single record. Values are
AllChain (default) or RecordOnly .
See also “Record Cancel for AllChain when
Chain is Broken” in the Outbound Contact 7 .6
Deployment Guide.
Customer’s phone number.
Unique Record Identifier.
Note: The mandatory fields for the RequestRecordCancel event depend on the scenario:
Scenario 1: If GSW_RECORD_HANDLE is present, then GSW_CALLING_LIST and GSW_CAMPAIGN NAME become mandatory, in addition to
GSW_APPLICATION_ID .
Scenario 2: If GSW_PHONE is present, then only GSW_APPLICATION_ID is mandatory.
RecordCancel Notification
OCS sends this unsolicited notification to the desktop to cancel a record. This occurs, for example, when an inbound agent sends a CM_ReqCancelRecord from a third-party application to OCS, and OCS finds a record with the same phone number (GSW_PHONE) on another desktop. When OCS sends a
RecordCancel notification to the desktop, the agent should remove the record
from the desktop. Table 66 contains more information.
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RecordCancel User Event
Description OCS sends this event to the desktop to indicate that this record should not be dialed. Applicable for preview records and scheduled calls.
Recommended
Desktop Action
Delete the record if GSW_CHAIN_ATTR= RecordOnly . Delete the chain if the RecordCancel contains
GSW_CHAIN_ATTR=AllChain
.
.
lists the attached data for the RecordCancel event.
Table 67: RecordCancel Attached Data
Data Key
Table 66: RecordCancel
GSW_USER_EVENT
GSW_APPLICATION_ID
Type
String
Int
Key
Required
Yes
Yes
Description
GSW_CALLING_LIST String
GSW_CAMPAIGN_NAME String
GSW_RECORD_HANDLE Int
GSW_CHAIN_ATTR String
GSW_PHONE String
Yes
Yes
Yes
No
Yes
RecordCancel
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the calling list.
Name of the campaign.
Unique Record Identifier.
Flag determining whether to update the record chain or just the single record.
Values are AllChain or RecordOnly.
(Default = AllChain)
Customer’s phone number.
Canceled and DoNotCall Chained Records
The GSW_CHAIN_ATTR key applies only to cancelled and DoNotCall chained records. The value of the chained record attribute determines the next action when a record that is part of a chain is marked as Cancel or DoNotCall :
• When the value is set to RecordOnly, only that particular record in the chain is marked with Cancel or DoNotCall.
• When the value is set to AllChain or is not specified, the entire chain is marked with the same Cancel or DoNotCall status as the first record.
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OCS ignores the status of the GSW_CHAIN_ATTR key when processing
UpdateCallCompletionStats, RescheduleRecord, and RecordProcessed requests.
If a chain of records is on an agent's desktop and a Cancel or DoNotCall by phone number or customer ID (AllChain) request is sent to OCS, OCS distributes the RecordCancel message to the desktop application.
Submitting DoNotCall Requests
The desktop can send a DoNotCall (DNC) request to OCS to prevent a record from being dialed by any campaign. Agents able to send this type of request include:
• Outbound agents: Those who work only in outbound campaigns. See
.
• Blended agents: Those who work simultaneously in outbound campaigns and on inbound calls. See
.
•
Inbound agents: Those who work on inbound calls. See “Example 3” .
The following are three examples of DoNotCall request handling.
Example 1
1. While an agent is working on an outbound campaign, a called party asks the agent not to call him (or her) again and wants his (or her) name or phone number removed from the contact list.
2.
To accomplish this, the Agent sends a DoNotCall request (with
GSW_RECORD_HANDLE) to OCS.
3.
Using the GSW_RECORD_HANDLE provided, OCS identifies the record and updates the record type as NoCall .
4.
OCS enters the phone number or the customer ID of this record in the gsw_donotcall_list (table).
Example 2
1. An agent is working in a blended environment (inbound and outbound) and has an agent desktop at his disposal. The agent accepts an inbound call from a customer who requests no contact with him (or her) in the future.
2.
The desktop sends a DoNotCall request with the phone number ( GSW_PHONE ) or the customer ID ( GSW_CUSTOMER_ID ) but without GSW_RECORD_HANDLE to
OCS. OCS saves the phone number in the gsw_donotcall_list (table).
3.
OCS attempts to find a record that has the matching phone number in OCS memory and in calling lists assigned to loaded campaigns.
4.
If a match is found, OCS updates the record as NoCall in OCS memory (if applicable) and/or in calling lists.
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Chapter 1: Communication Protocols Submitting DoNotCall Requests
5.
If a match is found on other desktops within the campaign groups, OCS sends a RecordCancel notification to the desktop(s) where that record is located.
6.
The agent deletes the record from the desktop application memory to ensure the record will not be dialed.
Note: A blended agent who submits a DoNotCall request from an agent desktop must be a member of an Agent Group or Place Group assigned to the campaign.
Example 3
1. An agent working only on inbound calls receives a call from a customer who does not want to be contacted again.
2.
The agent sends a CM_ReqDoNotCall request (with GSW_PHONE or
GSW_CUSTOMER_ID ) to OCS by means of Communication DN API. (See
.)
3.
OCS saves the phone number in the gsw_donotcall_list (table).
4.
OCS attempts to find a record that has the matching phone number in OCS memory and in calling lists assigned to loaded campaigns.
5.
If a match is found, OCS updates the record as NoCall in OCS memory (if applicable) and/or in calling lists.
6.
If a match is found on other desktops within the campaign groups, OCS sends a RecordCancel notification to the desktop(s) where that record is located.
7.
The agent deletes the record from the desktop application memory to ensure the record will not be dialed.
Note: An inbound agent who submits a CM_ReqDoNotCall request from a thirdparty application does not have to be a member of an Agent or Place
Group.
The remaining sections pertaining to DoNotCall requests in this chapter are applicable to OCS-Desktop protocol. For information about DoNotCall requests
from third-party applications, see Chapter 2 on page 95
.
OCS stores records marked as NoCall in the gsw_donotcall_list (one per tenant) and monitors them in the following way: When a tenant starts a campaign, OCS retrieves all records that are ready to be dialed from a calling list and checks them against the gsw_donotcall_list.
If a record retrieved from a calling list matches a record marked NoCall in the gsw_donotcall_list ,
OCS does not dial this record, but instead returns it to the calling list and changes its record_type to NoCall.
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Chapter 1: Communication Protocols Submitting DoNotCall Requests
Note: If a manual update to this gsw_donotcall_list is required, OCS must be restarted to acknowledge the changes. Most administrators choose to update the DoNotCall table ( gsw_donotcall_list ) during off-hour periods, so that restarting the server does not disrupt calling activities.
DoNotCall (Request)
The desktop sends this request for OCS to mark a record DoNotCall . OCS maintains the DoNotCall table (gsw_donotcall_list), which agents can update during a campaign by using this protocol.
contains more information.
Table 68: DoNotCall
DoNotCall Request
Description Agent requests the number or customer ID in a record not to be called again.
OCS Action Update gsw_donotcall_list. Mark record NoCall .
lists the attached data for the DoNotCall request.
Table 69: DoNotCall Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_APPLICATION_ID Int Yes
Description
GSW_CALLING_LIST String No a
GSW_CAMPAIGN_NAME String No a
GSW_CHAIN_ATTR String No c
GSW_MESSAGE
GSW_PHONE
GSW_CUSTOMER_ID
String No
String No b
String No b
GSW_RECORD_HANDLE Int No a
DoNotCall
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the calling list.
Name of the campaign.
Flag determining whether to update the record chain or just the single record. Values are
AllChain or RecordOnly. (Default = AllChain)
DoNotCall message. Message to be written in
DNC log.
Customer’s phone number.
A user-defined field in the Calling List table that serves as a customer identifier for DoNotCall requests.
Unique Record Identifier.
Reference Manual 69
Chapter 1: Communication Protocols Submitting DoNotCall Requests a. If GSW_RECORD_HANDLE is specified, then GSW_CALLING_LIST and GSW_CAMPAIGN_NAME are required. b. If GSW_RECORD_HANDLE is not specified, then either GSW_PHONE or GSW_CUSTOMER_ID must be present. See
.
c. If the GSW_RECORD_HANDLE attribute is specified, then the attribute GSW_CHAIN_ATTR = AllChain takes effect.
In this case, OCS finds the chain to which the current record belongs and updates this chain in the calling list(s) as NoCall.
Then, it inserts all of the phone numbers in the chain into the DoNotCall table.
If either the GSW_PHONE or GSW_CUSTOMER_ID attribute is specified, then OCS updates the calling list(s) and inserts only the phone number/Customer ID from the request into the DoNotCall table. It will not insert all of the other phone numbers/Customer IDs from the chain into the DoNotCall table.
If the GSW_CHAIN_ATTR = RecordOnly attribute is specified, then only the specified record is marked as
DoNotCall. All other records in the chain can be considered for dialing.
Mandatory Fields
This statement covers two scenarios and the data key fields required for them.
These vary, depending on what is specified in the event.
GSW_APPLICATION_ID if ( GSW_RECORD_HANDLE is specified)
{
GSW_CAMPAIGN_NAME
GSW_CALLING_LIST else
}
{
At least one from the following:
GSW_PHONE
GSW_CUSTOMER_ID
}
For example, if GSW_RECORD_HANDLE is specified, GSW_CAMPAIGN_NAME and
GSW_CALLING_LIST must be specified.
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DoNotCallAcknowledge
This event acknowledges a DoNotCall request.
contains more information.
Table 70: DoNotCallAcknowledge
DoNotCallAcknowledge User Event
Description
Recommended
Desktop Action
Confirmation that DoNotCall was accepted.
Delete the record and the chain.
lists the attached data for the DoNotCallAcknowledge event.
Table 71: DoNotCallAcknowledge Attached Data
Data Key
GSW_USER_EVENT String
GSW_APPLICATION_ID Int
GSW_CALLING_LIST String
GSW_CAMPAIGN_NAME String
GSW_CHAIN_ATTR String
GSW_PHONE
GSW_CUSTOMER_ID
Type
String
String
GSW_RECORD_HANDLE Int
No a
No a
No
Key
Required
Yes
Yes
Description
DoNotCallAcknowledge
No
No
No b b a
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the calling list.
Name of the campaign.
Flag determining whether to update the record chain or just the single record. Values are
AllChain or RecordOnly . (Default =
RecordOnly )
Customer’s phone number.
A user-defined field in the Calling List table that serves as a customer identifier for
DoNotCall requests.
Unique Record Identifier.
a. If GSW_RECORD_HANDLE is specified, then GSW_CALLING_LIST and GSW_CAMPAIGN_NAME are required.
b. If GSW_RECORD_HANDLE is not specified, then either GSW_PHONE or GSW_CUSTOMER_ID must
be present. See “Mandatory Fields” on page 70 .
Reference Manual 71
Chapter 1: Communication Protocols Scheduling and Rescheduling Records
Scheduling and Rescheduling Records
An agent can reschedule any record on the desktop. There are two methods for rescheduling records:
• Use a RecordReschedule event to reschedule a call.
• Use a ScheduledRecordReschedule event when a rescheduled call cannot be completed and must be set for another time.
A record is typically rescheduled during a call when a customer requests a callback at a certain time. The agent sends a RecordReschedule to OCS and receives a RecordRescheduleAcknowledge in return. In Outbound Desktop
Protocol Version 6, there is no difference between RecordReschedule and
ScheduledRecordReschedule.
If the time of the requested callback is out of the boundaries of the "daily from" - "daily till" for the record: When the call is dialed, OCS recalculates the callback time by adding an appropriate amount of time to the original value, so the callback time occurs within the boundaries.
Callbacks can be assigned to either an individual or a group. Individual or campaign group callbacks can be made in any dialing mode. In the Predictive mode, group callbacks can be dialed by OCS and are treated like any other outbound call. See the option predictive_callback in the Outbound Contact
7.6 Deployment Guide for more information.
If scheduling callbacks is activated on the desktop, the agent can be notified to make a scheduled call by receiving the UserEvent ScheduledCall . The agent can be either a specific agent following up on a previous call or an agent assigned to the call from a group. For example, an agent is logged in and participating in a campaign. The database indicates that a customer should be called at a certain time. When this time comes, OCS retrieves the record and attempts to locate the agent scheduled to return that call.
The agent has the option of accepting, rescheduling, or rejecting the callback.
If the agent rejects a scheduled call record, it is returned to OCS with its record_type marked General and its record_status marked Ready . That is, this record is handled by OCS as a brand-new record, losing its scheduled call status. If rejecting a record is not desirable, use the ScheduledRecordReschedule request to reschedule the record with a different callback type or different callback time.
RecordReschedule
The desktop sends this request to OCS to reschedule a record. Table 70
contains more information.
Note: A callback is not scheduled at the time request to reschedule a record is received and acknowledged by OCS. Instead, OCS waits for the explicit RecordProcessed event from the agent's desktop to finalize the callback scheduling.
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Table 72: RecordReschedule
RecordReschedule Request
Description
OCS Action
Request reschedule of Preview Record, Predictive Call, or
Scheduled Call.
Update a record chain and reschedule the record.
lists the attached data for a RecordReschedule event.
Table 73: RecordReschedule Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_APPLICATION_ID Int Yes
Description
GSW_CALLBACK_TYPE String Yes
GSW_CAMPAIGN_NAME String Yes
GSW_DATE_TIME String Yes
GSW_RECORD_HANDLE Int Yes
RecordReschedule
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Type of callback an agent wants to create, either Personal or Campaign.
Name of the campaign.
Date and time of scheduled call.
Unique Record Identifier.
RecordRescheduleAcknowledge
OCS sends this event to the desktop to acknowledge a rescheduled record.
Table 74 contains more information.
Table 74: RecordRescheduleAcknowledge
RecordRescheduleAcknowledge User Event
Description Confirmation that record was rescheduled.
Recommended
Desktop Action
Continue Call Work (the agent performs work associated with the call, such as dialing or updating a record).
lists the attached data for a RecordRescheduleAcknowledge event.
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Chapter 1: Communication Protocols Scheduling and Rescheduling Records
Table 75: RecordRescheduleAcknowledge Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
GSW_CALLBACK_TYPE
GSW_CALLING_LIST
GSW_CAMPAIGN_NAME
GSW_DATE_TIME
GSW_RECORD_HANDLE
Type
String
Int
String
String
String
String
Int
Yes
Yes
Yes
Yes
Key
Required
Yes
Yes
Yes
Description
RecordRescheduleAcknowledge
OCS configuration application database ID. Unique identifier of the running OCS instance.
Type of callback an agent wants to create, either Personal or Campaign.
Name of the calling list.
Name of the campaign.
Date and time of scheduled call.
Unique Record Identifier.
ScheduledRecordReschedule
The desktop sends this event to OCS to reschedule a previously rescheduled
record. Table 76 contains more information.
Table 76: ScheduleRecordReschedule
ScheduleRecordReschedule User Event
Description Request reschedule Preview Record, Predictive Call, or
Scheduled Call.
OCS Action Update a record chain and reschedule the record.
lists the attached data for a ScheduledRecordReschedule event.
Table 77: ScheduledRecordReschedule Attached Data
Data Key Type Key
Required
GSW_AGENT_REQ_TYPE String Yes
GSW_APPLICATION_ID Int Yes
Description
ScheduledRecordReschedule
OCS configuration application database ID.
Unique identifier of the running OCS instance.
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Table 77: ScheduledRecordReschedule Attached Data (Continued)
Data Key Type Key
Required
GSW_CALLBACK_TYPE String Yes
Description
GSW_CAMPAIGN_NAME String Yes
GSW_DATE_TIME
GSW_PHONE
String
String
GSW_RECORD_HANDLE Int
Yes
No
Yes
Type of callback an agent wants to create, either Personal or Campaign. By default, if the attribute is not specified, callback type should not be changed.
Name of the campaign.
Date and time of scheduled call.
Customer’s phone number.
Unique Record Identifier.
ScheduledRecordRescheduleAcknowledge
OCS sends this event to the desktop to acknowledge the rescheduling of a
contains more information.
Table 78: ScheduledRecordRescheduleAcknowledge
ScheduleRecordRescheduleAcknowledge User Event
Description
Recommended
Desktop Action
Confirmation that record was rescheduled.
Continue “Call Work” (the agent performs work associated with the call, such as dialing or updating a record).
lists the attached data for a ScheduledRecordRescheduleAcknowledge event.
Table 79: ScheduledRecordRescheduleAcknowledge Attached Data
Data Key Type Key
Required
GSW_USER_EVENT String Yes
GSW_APPLICATION_ID Int Yes
GSW_CALLBACK_TYPE
GSW_CALLING_LIST
String
String
Yes
Yes
Description
ScheduledRecordRescheduleAcknowledge
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Type of callback an agent wants to create, either Personal or Campaign.
Name of the calling list.
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Chapter 1: Communication Protocols Scheduling and Rescheduling Records
Table 79: ScheduledRecordRescheduleAcknowledge Attached Data (Continued)
Data Key Type Key
Required
GSW_CAMPAIGN_NAME String Yes
GSW_DATE_TIME
GSW_PHONE
String
String
GSW_RECORD_HANDLE Int
Yes
No
Yes
Description
Name of the campaign.
Date and time of scheduled call.
Customer’s phone number.
Unique Record Identifier.
ScheduledCall
OCS sends this event to notify the desktop that there is a scheduled call.
Nonmandatory fields are sent only if the send_attribute option is defined.
contains more information.
Table 80: ScheduledCall
ScheduleCall User Event
Description OCS sends to agent to indicate that scheduled call should be executed.
Recommended
Desktop Action
Perform Call Work (the agent performs work associated with the call, such as dialing or updating a record).
Mandatory Fields GSW_USER_EVENT
GSW_APPLICATION_ID
GSW_CAMPAIGN_NAME
GSW_CALLING_LIST
GSW_RECORD_HANDLE
GSW_PHONE
GSW_CALL_RESULT
GSW_CALLBACK_TYPE
Additional Fields Genesys and user-defined fields which have the send_attribute option configured.
lists the attached data for a ScheduledCall event.
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Table 81: ScheduledCall Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
GSW_ATTEMPTS
GSW_CALL_RESULT
GSW_CALL_TIME
GSW_CALLBACK_TYPE
GSW_CALLING_LIST
GSW_CAMPAIGN_NAME
GSW_CHAIN_ID
GSW_DATE_TIME
GSW_FROM
GSW_PHONE
GSW_PHONE_TYPE
GSW_RECORD_HANDLE
GSW_TZ_OFFSET
GSW_UNTIL
Custom fields
Type Key
Required
Description
String Yes
Int Yes
ScheduledCall
Int
Int
String
String
No
Yes
Yes
Yes
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Number of attempts for the record.
Call Result set by dialer or saved from previous call. (See the “Genesys Enumeration
System time when record was called, in seconds from 1/1/70 (GMT).
Type of callback, either Personal or
Campaign.
Name of the calling list.
String Yes
String Yes
Int Yes
String
Int
String
Int
Int
Int
Yes
No
Yes
No
Yes
No
Name of the campaign.
Unique chain ID.
Date and time of scheduled call.
GSW_FROM - GSW_UNTIL: Time frame when a record can be called, seconds from midnight.
Customer’s phone number.
Customer phone type (See the “Genesys
Enumeration Table” on page 28 ).
Unique Record Identifier.
Int
Any
No
No
Offset (time difference) in seconds between
UTC and a particular time zone. It may contain different values throughout the year if
Daylight Savings Time (DST) is used for the specified time zone.
Time until, seconds since midnight.
Custom Fields.
Reference Manual 77
Chapter 1: Communication Protocols Adding Records to a Calling List
Adding Records to a Calling List
When a campaign is running or loaded, an agent can add both new records to the calling list and new chained records to an existing chain. The agent can add new records to a calling list if all the fields in the record are consistent with those defined in the calling list table. It is also possible to add a new record and set up this record as a personal or campaign scheduled call.
AddRecord Request
The Agent sends the AddRecord request to OCS to add a new record to the database. The AddRecord request can be used only to add records to a running or loaded campaign. Only those fields defined with the send_attribute option are updated using the AddRecord request. In addition, the agent who sends this request should belong to the campaign group that is assigned for the campaign.
To add a new record or the next record in an existing chain to a campaign’s calling list, the requests UserData must include the mandatory fields (as defined in the Key Required column in
Table 83 ). Note that when adding a
new record, the GSW_RECORD_HANDLE is not a required key. Since the record is new, it has not yet been assigned a GSW_RECORD_HANDLE.
Instead, GSW_PHONE is the required key in this request and is used as the identifier for the record.
If OCS receives an AddRecord request without the GSW_CHAIN_ID attribute, OCS assigns the next available chain_id and chain number (chain_n) with a value of
0. This creates a new chain.
If an Agent wants to add a record to an existing chain, he or she must include the attribute GSW_CHAIN_ID (of the existing chain) in the request’s UserData. In this case, OCS assigns the next available chain number ( chain_n) when it adds the record to the chain.
If an Agent wants to assign a specific number to a record being added to a chain, the agent must include both attributes GSW_CHAIN_ID and GSW_CHAIN_N in the request’s UserData.
contains more information.
Table 82: AddRecord
AddRecord Request
Description Request to add a new record to the database.
OCS Action Verify data and create new record in the list.
lists the attached data for an AddRecord request.
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Table 83: AddRecord Attached Data
Data Key
GSW_AGENT_REQ_TYPE
GSW_AGENT_ID
Type Key
Required
String Yes
String No
GSW_APPLICATION_ID
GSW_ATTEMPTS
GSW_CALL_RESULT
GSW_CALL_TIME
GSW_CALLING_LIST
GSW_CAMPAIGN_NAME
GSW_CHAIN_ID
GSW_DATE_TIME
GSW_FROM
GSW_PHONE
GSW_PHONE_TYPE
GSW_RECORD_STATUS
Int
Int
Int
String Yes
String Yes
Int No
Int
Yes
No
No
String No
String No
String Yes
Int No
Int
No
No
Description
AddRecord
Login ID of last agent who worked with the record. Optional. (Default = 0)
OCS configuration application database
ID. Unique identifier of the running OCS instance.
Number of attempts for the record. This key is used when a new record is added.
Optional. (Default = 0)
Call Result sent to change automatically detected call result. (See the “Genesys
Enumeration Table” on
.)
System time when record was called, in seconds from 1/1/70 (GMT). Optional.
(Default = 0)
Name of the calling list.
Name of the campaign.
Unique chain identifier. Optional. If missing, it is assumed that a record forms a new chain.
Date and time of scheduled call.
Optional. (Default = 0)
GSW_FROM - GSW_UNTIL: Time frame when a record can be called, seconds from midnight. (Default = 28800); (28800 is 8
AM)
Customer’s phone number.
Customer phone type (See the “Genesys
Enumeration Table” on
). (Default
= 2, DirectBusinessPhone)
Status of adding record sent from a desktop
(See the “Genesys Enumeration Table” on
page 28 ). Optional. (Default = 1, ready)
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Chapter 1: Communication Protocols Adding Records to a Calling List
Table 83: AddRecord Attached Data (Continued)
Data Key
GSW_RECORD_TYPE
Type Key
Required
Int No
GSW_TZ_NAME
GSW_CHAIN_N
GSW_UNTIL
Custom fields
String Yes
Int
Int
Any
No
No
No
Description
Type of added record sent from a desktop.
See the “Genesys Enumeration Table” on
page 28 . Optional. (Default = 2, general)
Configuration Server Time Zone Name
(usually standard three-letter abbreviation.
Unique number in a chain. Optional. If missing, the next available number is assigned.
GSW_FROM - GSW_UNTIL: Time frame when a record can be called, seconds from midnight.
(Default = 64800, which represents 6 PM.)
Custom Fields.
AddRecordAcknowledge
OCS sends this event to the desktop to acknowledge an added record. Table 84
contains more information.
Table 84: AddRecordAcknowledge
AddRecordAcknowledge User Event
Description OCS sent this insert request to database.
Recommended
Desktop Action
Continue session.
lists the attached data for an AddRecordAcknowledge event.
Table 85: AddRecordAcknowledge Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
Type Key
Required
String Yes
Int Yes
Description
AddRecordAcknowledge
OCS configuration application database ID.
Unique identifier of the running OCS instance.
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Table 85: AddRecordAcknowledge Attached Data (Continued)
Data Key Type Key
Required
GSW_CALLING_LIST String Yes
GSW_CAMPAIGN_NAME String Yes
Description
Name of the calling list.
Name of the campaign.
Unsolicited Notifications
Unsolicited Notifications
Unsolicited notifications are messages that OCS sends to the agent desktop but not in response to agent requests. These are examples of unsolicited notifications:
• Scheduled record that OCS sends to the desktop without any prompting
(request) from the agent.
• Notification about a cancelled record that OCS sends to a desktop other than the one that initially submitted the Cancel/DoNotCall request.
• Campaign Status and Agent Assignment notifications.
Agent Logout
Upon an agent LogOut request, the desktop performs the following cleanup tasks before executing the requests:
If there are existing preview records or scheduled calls, the desktop should send a RecordReject request to OCS, thus returning these records to the calling list table and freeing up these records for other agents to process. The record_type and record_status of the rejected records will be returned to
General and Ready state.
If the agent does not perform a cleanup (reject records) before logging out,
OCS, upon receiving an LogOut request from T-Server, returns the remaining records on the desktop to the calling list with status updated .
Agent Logout Protocol
The extension of the Desktop Protocol (LogOut) addresses the issue of abandoned or dropped calls as a result of this combination of circumstances:
• A significant number of Agents in a Campaign Group log out after OCS has already requested dialing of outbound calls.
• OCS is relying on the availability of these specific Agents to handle the calls dialed.
Reference Manual 81
Chapter 1: Communication Protocols Agent Logout
In this scenario, many of the answered calls would be abandoned or dropped due to Agent unavailability. A Desktop Protocol extension allows the Agent to notify OCS in advance about his or her intention to log out and to receive notification when log out is possible without a negative impact on outbound dialing. The protocol works like this:
• Instead of an actual logout, the agent sends a LogOut request to OCS to
indicate his or her intention to log out. See “LogOut”
. After receiving the initial LogOut request, OCS excludes the agent from the list of available agents and stops considering him or her for dialing prediction.
• A LogOutTime response from OCS provides an estimated time by which the
agent will be able to log out. See “LogOutTime” on page 83 . In response to
each of the agent’s logout requests, OCS gives the agent an estimated logout time until that time expires. During this interval the agent may receive an outbound call. OCS recalculates the estimated time for each logout request.
• OCS notifies the desktop when logout is possible. The agent is able to log out when the estimated time expires or when the agent has processed the outbound call that OCS dialed in expectation of the agent’s availability.
Figure 5 shows the Desktop-OCS user events (request and responses) for an
agent logout.
Figure 5: Logout Negotiation between Agent Desktop and OCS
82 Outbound Contact 7.6
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LogOut
provides information on this event.
Table 86: LogOut
LogOut Request
Description
OCS Action
Request to log out.
OCS excludes the agent from predictive dialing. If OCS has already requested a dialer for an outbound call for which the agent is regarded as available, OCS postpones the Logout for a period of time as specified in the call_wait_connected_timeout option for all agents regardless of the number of Sent or Dialed calls in progress. If there are no Sent , Dialed and Queued calls,
OCS sends a LogOut time equal to 0.
lists the attached data for the LogOut event.
Table 87: LogOut Attached Data
Data Key Type
GSW_AGENT_REQ_TYPE String
GSW_APPLICATION_ID Int
GSW_CAMPAIGN_NAME String
Key Required Description
Yes
Yes
LogOut
Yes
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the campaign.
LogOutTime
OCS sends this response to the desktop for the agent’s LogOut request.
contains more information.
Table 88: LogOutTime
LogOutTime User Event
Description
Desktop Action
Response to LogOut request
Desktop displays the time remaining until it or the agent will be able to complete logout.
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Chapter 1: Communication Protocols Agent Logout
lists the attached data for the LogOutTime event.
Table 89: LogOutTime Attached Data
Data Key
GSW_USER_EVENT
GSW_APPLICATION_ID
GSW_CAMPAIGN_NAME
GSW_LOGOUT _TIME
Type
String
Int
String
Int
Key
Required
Yes
Yes
Description
LogOut
Yes
Yes
OCS configuration application database
ID. Unique identifier of the running OCS instance.
Name of the campaign.
The time remaining before the logout will be allowed.
LogOutAcknowledge
provides information on this event.
Table 90: LogOutAcknowledge
LogOutAcknowledge User Event
Description Automatic logout acknowledgement
Desktop Action Logs agent out. Displays agent’s status change.
lists the attached data for the LogOutAcknowledge event.
Table 91: LogOutAcknowledge Attached Data
Data Key
GSW_USER_EVENT
Type Key
Required
String
GSW_APPLICATION_ID Int
Yes
Yes
GSW_CAMPAIGN_NAME String Yes
Description
LogOutAcknowledge
OCS configuration application database ID.
Unique identifier of the running OCS instance.
Name of the campaign.
84 Outbound Contact 7.6
Chapter 1: Communication Protocols Proactive Interaction Support
Proactive Interaction Support
provides information about additional data keys needed to enable proactive interaction functionality in the desktop. This feature is also known as
Push Preview mode.
Table 92: Proactive Interaction Attached Data
Data Key Type Description
GSW_AGENT_ID String AgentID of the agent assigned to the proactive interaction record.
DBID of the Switch.
GSW_SWITCH_DBID Integer
provides information about identifying the media types that correspond to the Media Type business attribute. This defines how to contact the customer.
Table 93: Media Type Business Attribute
Data Key
GSW_CONTACT_MEDIA_TYP
E
Type contact_info_type
Field
Description string 0
1
2
3 any (NoContactType) voice (HomePhone) voice (DirectBusinessPhone) voice (BusinessWithExt)
4
5
8
10 voice (Mobile) voice (VacationPhone) voice (VoiceMail) email (E-mail)
Reference Manual 85
Chapter 1: Communication Protocols Caller ID Support
Caller ID Support
This feature enables OCS to distribute information required for Caller ID support to any telephony system.
Note: Currently, this feature is supported:
• By the Alcatel A4400/OXE PBX and the Avaya PBX,
• When using CPD Server in ASM mode with a trunk-side ISDN connection to the PSTN, or
• When using Outbound Notification Manager and the Power GVP dialing mode.
The Caller ID support features include:
• Caller ID Per Campaign
The Caller ID can now be specified per campaign.
This simplifies telemarketing regulation compliancy setup in certain cases, such as when a single site must transmit multiple, different Caller IDs, depending on the Outbound Campaign.
OCS submits information if the option CPNDigits is configured in the corresponding Campaign/Application Configuration Object.
• Caller ID Support for ISDN Connections
The Caller ID is transmitted to PSTN when using CPD Server with an
ISDN connection (ASM mode).
In this case, CPD Server uses the value from CPNDigits and
CPNPresentation received from OCS, instead of the value specified in the calling-party-number and presentation-indicator options in the ISDN section. For other parameters, CPD Server uses the values configured in the CPDServer Options/ISDN section.
• Caller ID Support for Avaya CTI
This capability works with the Avaya green feature, enabling the Caller ID transmission through the CTI interface.
OCS submits information that is required to provide the Caller ID in an outbound call in the Extensions TKVList in TMakePredictiveCall or
SMakePredictiveCall functional calls.
The CPD Server submits information received from OCS as specified in the Extensions TKVList in a TMakeCall request. It does this without checking the SwitchingOffice type to determine if it is Avaya.
The Caller ID options for each campaign for CPN (Calling Party Number) are:
• CPNDigits
•
CPNPlan
86 Outbound Contact 7.6
Chapter 1: Communication Protocols Virtual Agent Support for Notifications
• CPNPresentation
•
CPNScreening
For more information, see the “Outbound Configuration Options” chapter in the Outbound Contact 7.6 Deployment Guide.
Virtual Agent Support for Notifications
Genesys-integrated Interactive Voice Response (IVR) provides virtual agent support for IVR ports that are configured for a campaign as “virtual agents.”
The virtual agent support for notifications feature includes Dialing for IVR and
Blending for IVR.
This functionality simplifies the integration of Outbound Contact with IVR for outbound notifications. Agent logins and ready statuses are not required for
IVR ports.
Depending on specific implementation, IVR ports can be represented by any of the following:
• Places that include one DN with the type Voice Treatment Port .
• Places that include one DN with type ACD Position
• Places that include two DNs with types " ACD Position" and "Extension "
OCS provides simplified resource availability management for IVR Groups.
The IVR Group must be configured as a Group of Places with the option ivr_group=true in the Annex tab.
• Places in that Group may contain DNs with the type " Position ",
" Extension ," or " Voice Treatment Port ".
When OCS is processing a Campaign with the IVR Group assigned, the following guidelines apply:
• OCS does not rely on TEvents related to Agent ( EventAgentLogin,
EventAgentLogout, EventAgentReady, EventAgentNotReady ) received on
DNs with the type Voice Treatment Port associated with an IVR Group.
• If the Place includes a DN with the type ACD Position , OCS expects
EventAgentLogin on that DN to associate the Place with a campaign.
• OCS considers Place available to receive an outbound Call, if there is no telephony activity in progress on the DNs included in that Place. For example, if an EventReleased was received on behalf of a previously established Call, and DNs (or Place) are enabled in Genesys Configuration.
• OCS considers the Place seized by a Call when any telephony activity is begun on at least one of the DNs included in that Place: For example, if
EventRinging was received.
• OCS finalizes the Record processing immediately after release of a Call on
DN.
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Chapter 1: Communication Protocols Virtual Agent Support for Notifications
• When a Place includes a DN with the type ACD Position, the OCS behavior on EventReleased is the following: OCS changes the agent's state to Ready and does not take into consideration the option outbound_release_action.
• The option ivr_update_on_release enables OCS to update the Calling List
Record with values from Outbound Call UserData. If ivr_update_on_release=true, OCS updates Fields from Record with values from the corresponding UserData KVPairs, received in
EventReleased . This is similar to the UpdateCallCompletionStats in
UserEvent processing.
• OCS uses the same mechanism of "inbound call blending" as it uses for standard Campaigns.
• OCS does not process Desktop Protocol interactions related to Call processing on DNs associated with an IVR Group.
• OCS enables the transfer of calls from IVR Group to Places/Agents from regular (non-IVR) groups. Call records are not updated just after leaving an
IVR Group. These records could be processed by agents according to
Desktop Protocol.
• License control for an IVR Group is the same as for regular groups. The number of places assigned to an IVR Group is equal to the number of consumed licenses.
• A Group-Campaign with the option ivr_group=true is considered as an
IVR on loading the campaign. After this, OCS does not take dynamic changes of the option until unloading the campaign.
• OCS enables the dynamic addition and removal of places to and from the
IVR Group. Once a place with a logged in agent is removed from the group, it is no longer considered as IVR place. This place could be added to a regular group.
• OCS does not support IVR Campaign_Group in ASM dialing mode.
Note: Only "IVR behind the Switch" deployment is supported. Requirements for Outbound configuration and Call distribution are the same as for a standard Campaign with Agent or Place Group.
The options for the IVR features are:
• ivr_group
• ivr_update_on_release
For more information on these options, see the “Outbound Contact
Configuration Options” chapter in the Outbound Contact 7.6 Deployment
Guide.
88 Outbound Contact 7.6
Chapter 1: Communication Protocols Personalized Ring Tone Support
Personalized Ring Tone Support
CPD Server utilizes the event flow patterns specific for personalized ring tone services to correctly detect the call results when dialing to the numbers that use these services. When using this feature, the dialer hears a custom music or voice message instead of a ring tone or busy signal.
This provides robust call progress detection for the numbers using personalized ring tone services.
The options for setting this feature are:
• cpd-if-established
• pre-connect-cpd-priority
• post-connect-cpd-priority
For information about these options, see the “Outbound Contact Configuration
Options” chapter in the Outbound Contact 7.6 Deployment Guide.
Outbound Contact 7.6 Library
The following section describes:
• Error names and codes.
• All events and event type protocols.
Error Names and Codes
displays error names and their corresponding codes for error conditions that occur while using communication protocols.
Table 94: Error Names and Codes
GSW_ERROR
Invalid Request
Attribute Not Found
Invalid Attribute Value
Agent Not Found
Campaign Group Not Found
No Active Campaigns
GSW_
ERROR_
NUMBER
Description
101
102
Received request has the wrong request type.
a
Mandatory attribute cannot be found.
103
104
105
106
Attribute has the wrong value
OCS cannot find an appropriate agent to process the request
Specified campaign group was not found.
Cannot execute reques t— no campaign was loaded.
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Table 94: Error Names and Codes (Continued)
GSW_ERROR GSW_
ERROR_
NUMBER
Description
No Running Preview Campaigns 107
No Records Available 108
Cannot execute preview record request—no preview campaign was started.
All lists are empty, all records have been processed, or the internal buffer is empty. OCS is waiting for a new selection of records.
Record Not Found 109
Invalid Time
Invalid Time Format
No call found for the record handle
DB Error
Chained Records not found
110
111
112
OCS received a request for a record that does not exist or that has already been processed.
Received time does not meet the request conditions
(for example, reschedule in the past).
OCS cannot convert the string to a time
(for example, 25/45/00).
Received request refers to a record that has already been processed.
Record Already Exists
Add Record Error
Scheduled record not found
Preview mode has already been started
Preview mode has not been started
113
114
115
116
117
118
119
Cannot execute the request due to database error.
Received request refers to an absent chain of records.
Attempted to add a record that already exists.
Cannot add the record.
Cannot reschedule a record.
Preview mode has already been started.
Preview mode has not been started.
a. When GSW_ERROR_NUMBER = 101 , the GSW_ERROR message can refer to three different messages:
PreviewDialingModeStart is required , means that an agent must send a
PreviewDialingModeStart request before issuing a desktop request if the agent_preview_mode_start option is set to true .
There is no 'Auto' campaign started , means that an agent is trying to perform a smart logout when there are no auto ( Predictive mode or Progressive mode) campaigns started.
Agent smartly logged out , means that an agent is sending requests after performing a smart logout, but there is a record currently on the desktop.
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Chapter 1: Communication Protocols Outbound Contact 7.6 Library
All Genesys Events and Event Type Protocols
represents all Genesys event and event type protocols.
Note: Starting with release 7.5, only version 6 of the desktop protocol is supported.
Key:
• O > D denotes sending a message from OCS to desktop.
.
• D > O denotes sending a message from desktop to OCS.
Table 95: All Desktop Protocol Events and Event Type Protocols
Messages From >
To
Description and Actions
1. Notifications
CampaignStarted O > D
CampaignStopped
CampaignModeChanged
CampaignLoaded
CampaignUnloaded
CampaignGroupAssigned
CampaignStatusRequest
O > D
O > D
O > D
O > D
O > D
D > O
Should be sent when campaign dialing is started or resumed, or as a response to event agent login if campaign is started.
Should be sent when dialing for campaign is stopped or paused.
All lists in campaign deactivated.
Should be sent when mode of running campaign is changed.
Should be sent when campaign is loaded.
Should be sent when campaign is unloaded.
Should be sent when the agent has been assigned to a campaign group.
Request for information on active/ running campaign group(s) statuses.
2. Preview
PreviewRecordRequest
PreviewRecord
NoRecordsAvailable
D > O
O > D
O > D
Request to send preview record.
Preview record to dial.
No more records available.
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Table 95: All Desktop Protocol Events and Event Type Protocols (Continued)
Messages From >
To
Description and Actions
3. Common
UpdateCallCompletionStats D > O
UpdateCallCompletionStatsAcknowledge
ReadyTime
ReadyTimeAcknowledge
RecordProcessed
RecordProcessedAcknowledge
RecordReject
O > D
D > O
O > D
D > O
O > D
D > O
Desktop sends this event to update record details. Intermediate update.
OCS sends this event to confirm operation.
Desktop sends this request to OCS, providing the number of seconds before the agent will go Ready.
OCS sends this event to the desktop to acknowledge the ReadyTime request.
Desktop sends this event to indicate that record is processed.
OCS should update record if it is provided.
OCS confirms that record has been executed.
Desktop sends this request to indicate that the preview record or scheduled call will not be dialed by this agent.
This record should be re-sent to another agent.
RecordRejectAcknowledge
RecordCancelAcknowledge
RequestRecordCancel
O > D
O > D
D > O
RecordReschedule D > O
Desktop sends this request to indicate that the preview record or scheduled call should not be dialed.
Record should not be re-sent to another agent. It should be marked in the database as canceled .
Request a reschedule of preview record, predictive call, or scheduled call.
rescheduled.
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Chapter 1: Communication Protocols Outbound Contact 7.6 Library
Table 95: All Desktop Protocol Events and Event Type Protocols (Continued)
Messages
ScheduledCall
From >
To
Description and Actions
O > D OCS sends this event to an agent to indicate that scheduled call should be executed.
D > O ScheduledCallAcknowledge
4. Chained Records
ChainedRecordRequest D > O Request to send all records from the chain defined by Record Handle
(Unique Record Identifier).
ChainedRecord
ChainedRecordsDataEnd
5. DoNotCall
O > D
O > D
DoNotCall
DoNotCallAcknowledge
D > O
O > D
DoNotCallError
6. Record Cancel from OCS to Desktop
O > D
RecordCancel O > D OCS sends this to the desktop to indicate that this record should not be dialed.
Applicable for preview records and scheduled calls.
7. Request add record from Desktop
AddRecord
AddRecordAcknowledge
D > O
O > D Phone number can be used to relate request and response.
8. Request LogOut
LogOut
LogOutTime
LogOutAcknowledge
D > O
O > D
O > D
Agent’s request to log out
OCS response to LogOut request
Automatic logout acknowledgement
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94 Outbound Contact 7.6
Chapter
2
Communication DN API
The information in this chapter is divided among the following topics: z
User Event Structure, page 100
z z z
User Data Enumeration Values, page 101
Record Cancellation from a Third-Party Application, page 107
DoNotCall Requests from a Third-Party Application, page 110
z z
Overview
Outbound Contact provides a Communication DN (CommDN) API that allows third-party applications, such as an inbound agent desktop, to submit
DoNotCall (DNC) and record cancel requests. To use the API, a custom application must be able to access Genesys T-Server and Configuration Server, both of which have an open API.
The Communication DN API also enables users to control campaigns and campaign sequences through third-party applications or scripts instead of
OCM. The third-party applications (customer applications) can be GUI applications or automated scripts that perform different kinds of scheduling, sequencing, and so on. For example, scripts can be customized to do such things as stop campaigns when all the records are dialed or mark some records as Cancelled .
In order for OCS to process requests from a third-party application, it is necessary to set up a connection between them. You can do this in either the third-party application or OCS.
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Chapter 2: Communication DN API Protocol Sequencing
Connection using OCS Application Object
1. Create an application of a type Third-Party Server in Configuration
Manager.
2.
Add this application object to the Connection tab of the OCS application.
Connection using Third-Party Application Object
1. Create an application of a type Third-Party Application in Configuration
Manager.
2.
Add the OCS application object to the Connection tab of this application.
OCS and API Requests
OCS accepts only those API requests that come from the following sources:
• Third-party servers included in the OCS Connections tab
• Third-party applications that include the OCS application object in their
Connection tabs.
All other requests are omitted.
Data Formats
OCS and third-party applications communicate through the Communication
DN API by means of UserEvents (with attached user data) that are sent and received on a CommDN. The attached user data is encoded as a key-value pairs list (TKVList). Values can be either string or integer. These values are
described in “User Data Enumeration Values” on page 101 . The
communication is based on two types of messages: Request-Response and unsolicited notification.
Protocol Sequencing
OCS uses three types of messages to communicate:
• Requests
• Responses
• Notifications
Figure 6 shows the messaging sequence of the Communication DN API
protocol.
96 Outbound Contact 7.6
Chapter 2: Communication DN API Protocol Sequencing
OCS CommDN Cust App 1
Request
Request
Campaign/Sequence Status Changed
Notification
Notification
Notification
Response
Notification
Cust App N
Campaign/Sequence Status Changed
Notification
Notification
Notification
Notification
Figure 6: Protocol Sequencing for the Communication DN API
Mandatory Attributes
Requests or events sent through the CommDN must include the following mandatory attributes:
• OriginAppDBID (the DBID of the sender)
If the OriginAppDBID in a request pertains to a third-party application, you must configure it according to the common Communication DN protocol,
as explained in Chapter 1 on page 15 .
•
TargetAppDBID (the DBID of the receiver)
shows the communication structure for the Communication DN API.
If OCS receives an incorrect request or the wrong data or request sequence, it may send a CM_EvError event.
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Chapter 2: Communication DN API Protocol Sequencing
Table 96: Communication Structure
Request
CM_ReqLoadCampaign
Response/Notification
CM_EvCampaignLoaded
CM_ReqUnloadCampaign
CM_ReqGetCampaignStatus
CM_EvCampaignUnloaded
CM_EvCampaignStatus
Mandatory Attributes
• CampaignDBID or Properties
OCS checks CampaignDBID . If the value is 0 , the request or event must have the proper schedule in the Properties attribute.
• GroupDBID
• DialMode
• OptimizeBy
• OptimizeGoa l
• CampaignDBID
• GroupDBID
Request
• CampaignDBID or Properties
OCS checks CampaignDBID. If the value is 0, the request or event must have the proper schedule in the Properties attribute.
If CM_ReqGetCampaignStatus
CampaignDBID equals 0 , OCS responds with the sequence status.
• GroupDBID
Response or Notification
• CampaignDBID or Properties
• GroupDBID
• DialMode
• OptimizeBy
• OptimizeGoal
• GroupCampStatus . If a campaign belongs to a
Sequence, then the attribute
GroupCampStatus status represents the part of each scheduleItem ( <n> in the
Sequence. See Figure 7 on page 100
.
98 Outbound Contact 7.6
Chapter 2: Communication DN API
Table 96: Communication Structure (Continued)
Request
CM_ReqSetDialingMode
Response/Notification
CM_EvDialingModeChanged
CM_ReqStartDialing
CM_ReqStopDialing
CM_ReqDoNotCall
CM_ReqCancelRecord
CM_EvDialingStarted
CM_EvDialingStopped
CM_EvDoNotCallProcessed
CM_EvRecordCanceled or
CMEvError
Protocol Sequencing
Mandatory Attributes
• CampaignDBID or Properties
• GroupDBID
• DialMode
• OptimizeBy
• OptimizeGoal
• CampaignDBID or Properties
• GroupDBID
• DialMode
• OptimizeBy
• OptimizeGoal
• CampaignDBID or Properties
• GroupDBID
• Phone
• CustomerID
• OriginAppDBID (the DBID of the sender)
• TargetAppDBID (the DBID of the receiver)
• Phone
For CM_ReqCancelRecor d, the
T argetAppDBID may be 0 , which means that all Outbound Contact
Servers that monitor the communication DN will process this request and submit a response.
Special OCS Option
Usually OCS works with all existing CommDNs in the Configuration
Database. You can reduce the number of CommDNs OCS uses by assigning the option outbound_contact_server to these DNs. Set this option’s value to true if you want OCS to communicate with third-party applications through a specified DN. To configure this option, see outbound_contact_server in the
Outbound Contact 7.6 Deployment Guide for more information.
The following three examples describe how to apply the option outbound_contact_server.
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Chapter 2: Communication DN API User Event Structure
1. You can set at least one CommDN to a value of true for this option. OCS works only with those CommDNs set to true . OCS disregards all
CommDNs not set to true.
Example 1:
CommDN_1: outbound_contact_server = true
CommDN_2: outbound_contact_server = false
CommDN_3: outbound_contact_server = undefined
In this configuration, OCS uses only CommDN_1.
2.
You can set some CommDNs to a value of false and set others to a value of undefined . In this set up, all CommDNs with a value of false are excluded from OCS, while the undefined values remain available to OCS.
Example 2:
CommDN_1: outbound_contact_server = false
CommDN_2: outbound_contact_server = undefined
CommDN_3: outbound_contact_server = undefined
In this configuration, OCS uses CommDN_2 and CommDN_3.
3.
You can set all CommDNs to an undefined value (default value) for this option to make CommDNs available for OCS.
Example 3:
CommDN_1: outbound_contact_server = undefined
CommDN_2: outbound_contact_server = undefined
CommDN_3: outbound_contact_server = undefined
In this configuration, OCS uses all CommDNs.
User Event Structure
Figure 7 shows the user event structure for communication between third-
party applications and the Communication DN API.
«TKVList»
UserData
«TKVList»
Properties
1 «TKVList» campaign_schedule
1
1 «TKVList» scheduleItem-<n>
1
1
1..*
Figure 7: User Event Structure for the Communication DN API
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Chapter 2: Communication DN API User Data Enumeration Values
Note: The event scheduleItem-<n> (<n> represents an integer) is formed by the prefix “scheduleItem-” and the number (converted to string), which equals 1 ..
.n
Items. For more information about the user event,
campaign_schedule, see Table 99 on page 102 .
User Data Enumeration Values
Some of the Genesys mandatory fields are represented as predefined integer constants. When these fields are attached to user events or telephony events as key-value pairs, the values of these fields are sent as integers (sometimes also
called Enumeration values or internal representations). Table 97 lists the
Genesys user event attributes sent with user data through the Communication
DN API.
Table 97: User Event Attributes for User Data (TKVList)
Key
GSW_CM_MessageType
GSW_CM_AttrDialMode
GSW_CM_AttrOptimizeBy
GSW_CM_AttrOptimizeGoal
Type
Int
Int
Int
Int
GSW_CM_AttrGroupCampStatus Int
GSW_CM_AttrCampaignID
GSW_CM_AttrGroupID
GSW_CM_AttrError
GSW_CM_AttrErrorMessage
GSW_CM_AttrOriginAppID
Int
Int
Int
String
Int
Description
See the Enum values for
GSW_CM_MessageType on
See the Enum values for
GSW_CM_AttrDialMode on
See GSW_CM_AttrOptimizeBy Enum values on
.
Values from 0 - 100 percent, or from 0 to <as required> seconds, represent target values for the Optimization parameter.
See the Enum values for
GSW_CM_AttrGroupCampStatus on page
Target Campaign DBID.
Target Group DBID.
If no error, value is 0. See Enum values for
GSW_CM_AttrError on
String describing the error that occurred.
Application DBID.
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Table 97: User Event Attributes for User Data (TKVList) (Continued)
Key
GSW_CM_AttrTargetAppID
Type
Int
Description
Application DBID.
GSW_CM_AttrProperties TKVList Attribute’s properties.
shows UserEvent attributes for GSW_CM_AttrProperties (TKVList).
Table 98: User Event Attribute for GSW_CM_AttrProperties (TKVList)
Key campaign_schedule cancel_record do_not_call
Type
TKVList
Description
Contains information about a
Campaign Sequence.
TKVList
TKVList
Contains additional request attributes
Contains additional request attributes
shows UserEvent attributes for campaign_schedule (TKVList).
Table 99: User Event Attributes for campaign_schedule (TKVList)
Key
Description startTime nItems
Type
String
Int
Int
Description
Description of Campaign Sequence
Time to start the Sequence (UTC)
Number of items in the Sequence scheduleItem-<n> TKVList Properties of the Sequence item <n>
UserEvent attributes for scheduleItem-<n>.
Table 100: User Event Attributes for scheduleItem-<n>
Key stopAtTime stopAtContacts stopAtDials
Type
Int
Int
Int
Description
Stop the campaign at a specified time.
Stop the campaign when the predefined number of customers is contacted (number of transferred calls).
Stop the campaign when the specified number of dial attempts are made.
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Table 100: User Event Attributes for scheduleItem-<n> (Continued)
Key sleepBeforeNextStart campaignDBID dialMode optMethod optMethodValue status
Type
Int
Int
Int
Int
Description
The wait time, in minutes, before the start of this campaign.
DBID of the campaign.
Dial mode for the campaign. See the
Enum values for
GSW_CM_AttrDialMode on
Optimization method for the campaign. See the Enum values for
GSW_CM_AttrOptimizeBy on
Int
Int
Values from 0-100 percent represent target value for the Optimization parameter.
Status of the campaign. See the Enum values for
GSW_CM_AttrGroupCampStatus on
The Enumeration (Enum) values for the user event attributes in this chapter are
based on their user data type.
Table 101 displays the Enumeration values for the user data
GSW_CM_MessageType, separated by responses and requests, and it includes error messages.The table also indicates that some values are not applicable, which means that they are not used by the CommDN API in Outbound
Contact.
Table 101: Data Enumeration Values for GSW_CM_MessageType
Data Value
Messages That OCM Uses to Communicate with OCS
MSGCFG_NONE
MSGCFG_UNKNOWN
MSGCFG_ERROR
MSGCFG_CLIENTREGISTER
MSGCFG_DISCONNECTED
0
1
2
3
4
Comment not applicable not applicable not applicable not applicable not applicable
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Chapter 2: Communication DN API User Data Enumeration Values
Table 101: Data Enumeration Values for GSW_CM_MessageType (Continued)
Data
CM_UnknownMessage
Requests
CM_ReqRegisterClient
CM_ReqLoadCampaign
CM_ReqUnloadCampaign
CM_ReqStartDialing
CM_ReqStopDialing
CM_ReqSetDialingMode
CM_ReqGetCampaignStatus
CM_ReqCampaignRegistered
CM_ReqCampaignUnregistered
CM_ReqForceUnloadCampaign
CM_ReqCancelRecord
CM_ReqDoNotCall
Value
5
12
13
14
29
9
10
11
6
7
8
30
32
Comment not applicable not applicable
Request to load a campaign.
Request to unload a campaign.
Request to start dialing a campaign.
Request to stop dialing a campaign.
Request to change dialing parameters for a campaign.
Request for campaign status.
not applicable not applicable
Request to force campaign unloading.
Request to cancel record from thirdparty application
Request to add phone number of customer ID to Do-Not-Call List.
Responses
CM_EvServerConnected
CM_EvServerDisconnected
CM_EvClientDisconnected
CM_EvClientRegistered
CM_EvCampaignLoaded
CM_EvCampaignUnloaded
15
16
17
18
19
20 not applicable not applicable not applicable not applicable
Acknowledge for request
CM_ReqLoadCampaign.
Acknowledge for request
CM_ReqUnloadCampaign.
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Table 101: Data Enumeration Values for GSW_CM_MessageType (Continued)
Data
CM_EvDialingStarted
CM_EvDialingStopped
CM_EvDialingModeChanged
CM_EvCampaignStatus
Value
21
22
23
24
Comment
Acknowledge for request
CM_ReqStartDialing.
Acknowledge for request
CM_ReqStopDialing.
Acknowledge for request
CM_ReqSetDialingMode
Response or Notification when campaign mode is changed.
not applicable not applicable
Wrong event error received.
CM_EvCampaignRegistered
CM_EvCampaignUnregistered
CM_EvError
25
26
27
GSW_CM_ReqCommDNGetCampaignData
GSW_CM_ReqForceUnloadCampaign
CM_EvRecordCanceled
CM_EvDoNotCallProcessed
28
29
31
33 not applicable
Request to force the campaign to unload.
Acknowledgement for request
CM_ReqCancelRecord
Acknowledgement of request
CM_ReqDoNotCall
Table 102 displays the Enumeration values for the user data
GSW_CM_AttrError.
Table 102: Enumeration Values for GSW_CM_AttrError
Error
CM_ERROR_NO
CM_ERROR_SERVER_CONNECTED
CM_ERROR_REGISTER_CLIENT
CM_ERROR_CAMPAIGN_NOT_FOUND
CM_ERROR_CAMPAIGN_NOT_LOADED
2
3
Value Comment
0
1 not applicable not applicable
4 not applicable
Requested campaign not found in configuration.
Requested campaign not loaded.
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Table 102: Enumeration Values for GSW_CM_AttrError (Continued)
Error
CM_ERROR_CAMPAIGN_ALREADY_LOADED
CM_ERROR_CAMPAIGN_NOT_STARTED
CM_ERROR_CAMPAIGN_ALREADY_STARTED
CM_ERROR_GROUP_NOT_FOUND
CM_ERROR_GROUP_CAMP_NOT_FOUND
CM_ERROR_INVALID_PARAMETER
CM_ERROR_INVALID_CAMPAIGN_MODE
CM_ERROR_INVALID_CAMPAIGN_SCHEDULE
Value Comment
5
6
Requested campaign already loaded.
Request to change runtime parameters for a campaign that has not started.
7
8
Request to start an already started campaign.
Requested group not found in configuration.
9
10
11
12
Requested campaign is not configured for the requested group.
Invalid parameter in the
CM_ReqSetDialingMode request.
Invalid mode is requested for running campaign.
Wrong Campaign Sequence is received.
CM_ERROR_CAMPAIGN_SCHEDULE_NOT_FOUND 13
CM_ERROR_INVALID_CAMPAIGN_SCHEDULE_MODE 14
Campaign Sequence is not found among loaded or running Sequences.
Invalid mode is requested for running Campaign Sequence.
Table 103 shows the Enumeration values for the user data
GSW_CM_AttrDialMode.
Table 103: Enumeration Values for
GSW_CM_AttrDialMode
Enumeration
CFGDMPredict
CFGDMProgress
CFGDMPreview
Value
1
2
3
Comment
Predictive mode
Progressive mode
Preview mode
106 Outbound Contact 7.6
Chapter 2: Communication DN API Record Cancellation from a Third-Party Application
Table 103: Enumeration Values for
GSW_CM_AttrDialMode (Continued)
Enumeration
CFGDMProgressAndSeize
CFGDMPredictAndSeize
Value
4
5
Table 104 shows the Enumeration values for the user data
GSW_CM_AttrOptimizeBy.
Comment
Progressive with engage mode
Predictive with engage mode
Table 104: Enumeration Values for GSW_CM_AttrOptimizeBy
Enumeration
CFGOMBusyFactor
CFGOMOverdialRate
CFGOMWaitTime
Value Comment
1
2
3
Optimize busy factor
Optimize overdial rate
Optimize wait time
Table 105 shows the Enumeration values for the user data
GSW_CM_AttrGroupCampStatus.
Table 105: Enumeration Values for
GSW_CM_AttrGroupCampStatus
Enumeration
CM_GCS_WaitingUnload
CM_GCS_UnloadInProgress
CM_GCS_InActive
CM_GCS_Active
CM_GCS_Running
4
5
2
3
Value
1
Comment
Status waiting unload
Status unload in progress
Status inactive
Status active
Status running
Record Cancellation from a Third-Party
Application
From a third-party application, agents who are not participating in a particular
Outbound campaign may cancel a record by phone number in that campaign.
An extended Communication DN Protocol for OCS gives end users this additional control over campaigns.
Reference Manual 107
Chapter 2: Communication DN API Record Cancellation from a Third-Party Application
A custom, third-party application needs access to a Genesys T-Server and
Configuration Server, both of which have an open API. Communication is conducted by the means of UserEvents sent and received on a Communication
DN. T-Server conveys UserData attached to an event. The data are encoded in the key-value pairs list (TKVList).
OCS communicates with third-party applications by means of requestresponse.
• Request: CM_ReqCancelRecord
• Response: CM_EvRecordCanceled
The mandatory attributes are Phone, OriginAppDBID , and TargetAppDBID :
• The OriginAppDBID attribute is the DBID of the sender. If, in the request, the OriginAppDBID attribute pertains to the third-party application, this application should be configured according to the common
Communication DN protocol policy.
• The TargetAppDBID attribute is the DBID of the receiver. Note that for
CM_ReqCancelRecord , the value of TargetAppDBID may be 0 , which signifies that all OCS servers monitoring the communication DN will process this request and submit a response.
UserEvent Structure
The following depicts the event structure for the T-Server events pertaining to the cancellation of calling records from a third-party application:
UserEvent
I
UserData
I
"GSW_CM_MessageType" 30
["GSW_CM_AttrError" 0]
"GSW_CM_AttrOriginAppID" <value>
"GSW_CM_AttrTargetAppID" <value>
"GSW_CM_AttrProperties"
I
"cancel_record"
I
"GSW_PHONE" <value>
["GSW_CAMPAIGN_NAME" <value>]
["GSW_CHAIN_ATTR" <value>]
The values can be of two types: String or Integer.
See Table 97, “User Event Attributes for User Data (TKVList),” on page 101
and Table 7, “Reserved Keys,” on page 23 .
108 Outbound Contact 7.6
Chapter 2: Communication DN API Record Cancellation from a Third-Party Application
UserEvent Attributes
The UserEvent
pertain to the Record Cancel feature.
Tables 107 and 108 provide information on
GSW_CM_AttrProperties and cancel_record.
.
Table 106: UserData (TKVList)
Key
GSW_CM_MessageType
GSW_CM_AttrError
GSW_CM_AttrOriginAppID
GSW_CM_AttrTargetAppID
GSW_CM_AttrProperties
Type
Integer
Integer
Integer
Integer
TKVList
Description
See GSW_CM_MessageType
Enum below.
0 if no error. See
GSW_CM_AttrError Enum below.
Sender's DBID
Receiver's DBID
See GSW_CM_MessageType
Enum below.
Table 107: GSW_CM_AttrProperties (TKVList)
Key cancel_record
Type
TKVList
Description
Contains additional request attributes
Table 108: cancel_record (TKVList)
Key Type
GSW_PHONE String
GSW_CAMPAIGN_NAME String
Description
Phone Number
Campaign Name
If specified, only records in this campaign will be canceled.
GSW_CHAIN_ATTR
Specifies the scope of the request. AllChain is the default value
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Chapter 2: Communication DN API DoNotCall Requests from a Third-Party Application
Data Enums
GSW_CM_MessageType
These data enumerations apply to the GSW_CM_MessageType for the Record
and
110 provide information on data enumerations
and GSW_CMAttrError
respectively. Also, see Table 101 on page 103 .
Table 109: Data Enumerations
Message
Requests
Value
CM_ReqCancelRecord 30
Responses
CM_EvRecordCanceled 31
Description
Request to cancel records by phone.
CMEvError 27
Acknowledgement for request
CM_ReqCancelRecord
An error occurred. See error codes below.
GSW_CM_AttrError
Table 110: Errors
Error
CM_ERROR_CAMPAIGN_NOT_FOUND
CM_ERROR_INVALID_PARAMETER
Value
Type
3
10
Description
Campaign was not loaded.
Some parameters are invalid.
DoNotCall Requests from a Third-Party
Application
DoNotCall (DNC) requests restrict the dialing of particular phone numbers or to particular customers. A field in the Calling List table, as specified by the value of the customer_id option, serves as the customer ID.
On startup, OCS reads all the records from the table referenced in the gsw_donotcall_list Table Access Point and populates separate tables in memory with the unique values from the phone and customer_id fields.
DoNotCall requests from the desktop can also populate those tables.
110 Outbound Contact 7.6
Chapter 2: Communication DN API DoNotCall Requests from a Third-Party Application
Outbound Contact supports the submission of DNC requests from third-party applications, for example, from the desktop application of an agent handling inbound calls. OCS enables this functionality through an extension of the
CommDN API. Recall that to use the API, a custom application must have access to a Genesys T-Server and Configuration Server, both of which have an open API.
The communication is performed by means of UserEvents sent and received on a Communication DN. All the data is sent as UserData attached to the event.
The data is encoded in a key-value pairs list (TKVList). The values can be of two types: string or integer.
The communication between OCS and third-party applications is facilitated by a request-response system.
DNC Messages
The communication by means of T-Server events is based on request-response.
They are as follows:
• Request: CM_ReqDoNotCall
Request to add a phone number or customer ID to DoNotCall (DNC) list.
• Response: CM_EvDoNotCallProcessed
Acknowledgement of request CM_ReqDoNotCall
• Error message: CM_EvError
Error message sent if the request has incorrect user data.
Mandatory Attributes
The mandatory attributes of DNC messages include:
• Phone or CustomerID
• OriginAppDBID
•
TargetAppDBID:
For CM_ReqDoNotCall, the value of TargetAppDBID may be 0 , which signifies that all the OCS servers monitoring the communication DN will process this request and submit a response.
UserEvent Structure
The following depicts the event structure for T-Server to convey a DNC request ( CM_ReqDoNotCall) from a third-party application:
UserEvent
I
UserData
I
"GSW_CM_MessageType" 32
["GSW_CM_AttrError" 0]
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"GSW_CM_AttrOriginAppID" <value=sender’s ID>
"GSW_CM_AttrTargetAppID" <value=receiver’s ID>
"GSW_CM_AttrProperties"
I
"do_not_call"
I
"GSW_PHONE" <value>
["GSW_CUSTOMER_ID" <value>]
["GSW_CHAIN_ATTR" <value>]
In this example, under UserData , the value of GSW_CM_MessageType is 32 for the request CM_ReqDoNotCall. The value would be 33 for the response/notification
CM_EvDoNotCallProcessed or 27 for the error message CM_EvError , and
“do_not_call” under GSW_CM_AttrProperties would be replaced accordingly by the proper message types.
Note: The GSW_CUSTOMER_ID attribute identifies the customer. The value of
GSW_CUSTOMER_ID is a field in the Calling List table as specified by the option customer_id . At least one of these attributes— GSW_CUSTOMER_ID or GSW_PHONE —must be present.
112 Outbound Contact 7.6
Chapter
3
Defined Constants
The information in this chapter is divided into the following topics: z
Field Definitions and Enumeration Values, page 113
z z z z
Contact Information Types, page 122
Combining Record Statuses and Record Types, page 126
z z
Field Definitions and Enumeration Values
Some Genesys mandatory fields in a Calling List table are represented as
predefined integer constants, called enumeration values. (See Table 8,
“Enumeration Table,” on page 28 .) The actual enumeration values are provided
in the cfg_locale table in the Configuration Database.
This chapter provides field definitions. For the enumeration values, see
.
A calling list must contain Genesys mandatory fields and may also contain user-defined fields.
Table 111 provides a description of the Genesys mandatory fields in the
Default Outbound Contact format.
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Chapter 3: Defined Constants Field Definitions and Enumeration Values
Table 111: Outbound Contact Mandatory Fields in the Default Format
Column Name record_id contact_info contact_info_type record_type record_status call_result attempt dial_sched_time call_time daily_from daily_till tz_dbid campaign_id agent_id chain_id app_id chain_n email_subject email_template_id
Data Type Description integer Unique identification number of a calling record.
varchar(128) Customer's contact information, phone number in the voice campaign.
integer Type of contact information, phone type in the voice campaign.
See Table 116, “Contact Information Types,” on page 122
.
integer integer integer integer
Type of the record. See Table 117, “Record Types,” on page 123
.
Current status of the record. See Table 118, “Record Statuses,” on page 124
.
Final outcome of the record processing. See Table 112, “Call
Number of attempts made to reach the customer.
integer integer integer
Date and time for which the processing of the record has been scheduled or rescheduled, in UTC format (seconds since midnight 01/01/1970).
Latest date and time the record has been processed (dialed), in
UTC format.
Earliest time of the day when a customer can be contacted
(seconds since midnight).
integer integer
Latest time of the day when a customer can be contacted
(seconds since midnight).
Configuration DBID of the time zone object associated with the calling record.
integer Configuration DBID of the Outbound Dialing Campaign as a part of which the record has been processed.
varchar(32) Login identifier of the agent who handled the record.
integer integer
Unique identification number of the chain the record belongs to.
Empty, not used at this time.
integer Unique identification number of the record within the chain.
varchar(255) Empty, not used at this time.
integer Empty, not used at this time.
114 Outbound Contact 7.6
Chapter 3: Defined Constants Call Results
Table 111: Outbound Contact Mandatory Fields in the Default Format (Continued)
Column Name group_id media_ref switch_id treatments
Data Type Description integer Empty, not used at this time.
integer integer
Empty, not used at this time.
DBID of the Switch where the agent who handled the record had logged in.
varchar(255) Treatments application history. For more information, see the
“Treatments” chapter in the Outbound Contact 7.6 Deployment
Guide.
Call Results
The final outcome of a call is stored in the calling list from which the call is dialed. You can view call results for records in calling lists in Outbound
Contact Manager. Call results can also be selected for determining treatments.
For example, if a busy signal is reached, then the record can be marked for redialing at a later time. Call results for determining treatments are selected in
Outbound Contact Wizard or from the Call Result drop-down menu on the
Treatment Properties window in Configuration Manager.
Note:
Unknown Call Result is the default value. All records should be set to
Unknown Call Result before starting a campaign.
shows the call result types.
Table 112: Call Result Types
Call Result
Abandoned
Enumeration
Value
21
Description
Agent CallBack Error
All Trunks Busy
47
10
Call dropped by the customer.
In ASM mode there is no Abandoned value. Due to the special connection required for ASM mode, a call is dropped before the customer can abandon the call.
OCS generates this call result when a call record is rescheduled according to a “personal callback” request from the desktop application, but, when the scheduled time arrives, OCS either cannot find the designated agent to receive the callback or the connection to Stat Server has been lost.
No trunk is currently available to place the call.
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Chapter 3: Defined Constants Call Results
Table 112: Call Result Types (Continued)
Call Result Enumeration
Value
Answer 33
Answering Machine Detected 9
Bridged
Busy
Call Drop Error
Cancel Record
Cleared
Conferenced
Consult
Converse-On
Covered
Deafened
Dial Error
Do Not Call
Dropped
Dropped on No Answer
Fax Detected
Forwarded
General Error
19
2
24
30
6
31
42
52
29
49
41
51
26
27
17
3
23
Description
Customer was reached at the dialed phone number.
Answering machine was detected at the dialed phone number.
Reserved for future use.
Dialed phone number was busy.
Error occurred while dropping the call.
Record has been canceled.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Hardware error from a Dialogic board or from a call progress detection (CPD) board on the switch.
Record has been marked as Do Not Call.
Call was dropped by the dialer after being dialed.
Call is dropped if the following timers expire:
• call_wait_in_queue_timeout
• call_wait_original_establish_timeout
Call has been dropped or released from an established three-way call before being answered.
Fax machine was detected at the dialed phone number.
Reserved for future use.
General error occurs when a call is not completed, possibly caused by an invalid phone number in the record or a wrong number according to the switch.
116 Outbound Contact 7.6
Chapter 3: Defined Constants Call Results
Table 112: Call Result Types (Continued)
Call Result
Group CallBack Error
Enumeration
Value
48
Held
No Answer
No Dial Tone
No Established Detected
No Port Available
No Progress
No RingBack Tone
NU Tone
OK
Overflowed
Pager Detected
Pickedup
Queue Full
Redirected
RemoteRelease
Silence
SIT Detected
18
22
5
20
39
25
38
44
36
7
50
35
37
34
0
32
8
Description
Generated by OCS internally when a call record is rescheduled according to a “Campaign Callback” request from the desktop application; however,
OCS cannot find an available agent to receive the callback record.
Reserved for future use.
Ring without answer at destination.
Absence of dial tone based on an error returned by the Dialogic board or the call progress detection board on the switch.
Reserved for future use.
No port is available to place the call.
Reserved for instances where the call progress detection either did not start or has been terminated due to a Dialogic hardware or CPD
Server configuration error.
There is no ringback tone on the called line.
A special Public Switched Telephone Network
(PSTN) code valid only in Europe.
Call result is unset; that is, the call record has not been dialed.
Reserved for future use
Pager was reached at the dialed phone number.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Call was released in response to an error on the switch or no contact with called party.
Call was dialed; however, there is no call progress indication.
Any type of network tone.
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Chapter 3: Defined Constants Call Results
Table 112: Call Result Types (Continued)
Call Result
SIT IC (Intercept)
Enumeration
Value
13
SIT Invalid Num
SIT NC (No Circuit)
SIT RO (Reorder)
SIT Unknown Call State
SIT VC (Vacant Code)
Stale
Switch Error
System Error
Transfer Error
Transferred
11
15
16
14
12
46
43
4
45
1
Description
Applies only if the network supports this specific
SIT tone; check with the switch vendor for confirmation.
Applies only if the network supports this specific
SIT tone; check with the switch vendor for confirmation.
Applies only if the network supports this specific
SIT tone; check with the switch vendor for confirmation.
Applies only if the network supports this specific
SIT tone; check with the switch vendor for confirmation.
Applies only if the network supports this specific
SIT tone; check with the switch vendor for confirmation.
Applies only if the network supports this specific
SIT tone; check with the switch vendor for confirmation.
Call result is marked as Stale in the following scenario:
1. The following timer has expired: stale_clean_timeout
2. OCS marks the call result as Stale if an outbound call was transferred from:
• a queue to a DN which is either not registered for OCS or does not have a logged in agent.
• an agent in an outbound campaign to a DN which is not registered for OCS.
No dial tone received.
Dialing software error from the Dialogic driver or call progress detection (CPD) from the switch.
Dialer has a problem transferring calls based on call action.
Reserved for future use.
118 Outbound Contact 7.6
Chapter 3: Defined Constants Call Results
Table 112: Call Result Types (Continued)
Call Result
Unknown Call Result
Enumeration
Value
28
Wrong Number
Wrong Party
53
40
Description
Default. All records should be set to this call result before starting a campaign.
Intended person cannot be reached at this number.
This call result is sent by the desktop application and is not detected by the dialer.
Call is answered but by a wrong party; this call result is sent by the desktop application and not detected by the dialer.
Note: Of those call results listed in
, OCS can receive from dialing engines (for example, T-Server and CPD Server) only those that have a description, unless otherwise noted.
However, Agent Desktop can use any call result (for example, any reserved call result or call result enumeration value that is not identified in
) in its communication to OCS. For example, if
Agent Desktop delivers UpdateCallCompleteStats or RecordProcessed to OCS with a call result equal to 24 “Consult” or 999, OCS properly stores this result in the calling list and sends it to the reporting engines.
Be aware that you can apply treatments only to those call results listed
Call Result Mapping by OCS
In Outbound Contact, Outbound Contact Server performs mappings of the call progress and call status. When Outbound Contact Server receives call progress/call status reports from CPD Server, OCS maps them into a single
Call Result. This Call Result is then stored in the Calling List Record and kept in a record history log.
shows examples of Call Result Mappings created by OCS.
Reference Manual 119
Chapter 3: Defined Constants Call Results
Table 113: Call Result Mappings Created by OCS
Call Status CPD Call Result Value
A voice, answering machine, or FAX machine answers the call, but the EventEstablished does not arrive on time. Call is released.
IAttr_CallStatus Call has been released
Attr_CallProgress
TransferError
A voice answers the call. The call transfer starts but does not complete on time due to expiration of call_wait_in_queue timeout or another calling-party related error during the transfer. Call is dropped.
IAttr_CallStatus Call has been dropped
Attr_CallProgress Answer
A voice answers the call. The call transfer starts but does not complete on time due to called party disconnection or a called-party related error during the transfer. Call is abandoned.
IAttr_CallStatus Call has been abandoned
Attr_CallProgress Answer
Answering machine or FAX machine answers the call. The call transfer starts but does not complete on time due to expiration of call_wait_in_queue timeout or another error during the transfer. Call is released.
IAttr_CallStatus Call has been released
Attr_CallProgress
AnsweringMachine/Fax
Answering machine or FAX machine answers the call. Call transfer is not required. Call is released.
IAttr_CallStatus Call has been released
Attr_CallProgress
AnsweringMachine/Fax
Database
Result
Transfer Error
Dropped
Abandoned
Answering
Machine/FAX
Answering
Machine/FAX
contains call results that CPD Server considers to be conflicting only. They can be controlled by the pre-connect-cpd-priority and postconnect-cpd-priority CPD Server options. Refer to the Outbound Contact 7.6
Deployment Guide for more information about these options.
Table 114: Conflicting Call Result Mappings
Dialogic Result T-Server Result
NU Tone
NU Tone
NU Tone
EventDestinationBusy with CallState
AllTrunksBusy
Possible Cause
The wrong tone was sent by the switch or there was a detection error.
EventDestinationBusy with CallState Busy
The wrong tone was sent by the switch or there was a detection error.
EventEstablished/Answer No real answer supervision on the last leg of the call.
120 Outbound Contact 7.6
Chapter 3: Defined Constants Data Types
Table 114: Conflicting Call Result Mappings (Continued)
Dialogic Result T-Server Result
Operator Intercept/
SIT
EventDestinationBusy with CallState
AllTrunksBusy
Operator Intercept/
SIT
Operator Intercept/
SIT
No Answer
EventDestinationBusy with CallState Busy
Possible Cause
The wrong tone was sent by the switch or there was a detection error.
The wrong tone was sent by the switch or there was a detection error.
EventEstablished/Answer No real answer supervision on the last leg of the call.
EventEstablished/Answer No real answer supervision on the last leg of the call.
Data Types
Data types determine the type of data that can be stored in a field. See
for data type values.
Table 115: Data Type Values
Data Type char datetime float int varchar
[Unknown Data
Type]
Description
Character string with a fixed length
Date and time
Real number
Integer
Character string of variable length
Default
Reference Manual 121
Chapter 3: Defined Constants Contact Information Types
Contact Information Types
Contact information types pertain to contact information. For descriptions, see
.
Table 116: Contact Information Types
Phone Type
Business With Extension
Direct Business Phone
E-mail Address
Home Phone
Mobile
Modem
No Contact Type
Pager
Pin Pager
Vacation Phone
Voice Mail
Description
Office number with extension
Office number
E-mail address
Household number
Mobile number
Modem number
No phone type selected
Pager number
Pager number with PIN
Vacation number
Voice mail number
Note: For Enumeration (Enum) values that correspond to the defined
constants in this table, see Table 8 on page 28
.
122 Outbound Contact 7.6
Chapter 3: Defined Constants Record Types
Record Types
Record types show if a record is to be dialed, not dialed, or scheduled. See
.
Table 117: Record Types
Record Type
Campaign CallBack
Campaign Rescheduled
General
No Call
No Record Type
Personal CallBack
Personal Rescheduled
Unknown Record Type
Description
Used by the agent to reschedule a call and have the call delivered to any agent in the campaign group when the callback occurs.
See also the predictive_callback option.
Default value for a record that has been rescheduled by a call treatment.
Default for dialing records.
Used to show that the record will not be called.
No record type selected.
Used by the agent to reschedule a call and have the call delivered to himself when the callback occurs.
Used by the agent to reschedule a call treatment and allow only himself to take the call when the callback occurs.
Record type is unrecognized.
Note: For Enumeration (Enum) values that correspond to the defined
constants in this table, see Table 8 on page 28
.
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Chapter 3: Defined Constants Record Statuses
Record Statuses
A record status shows the latest status of a record. Record statuses can be viewed for a calling list in Outbound Contact Manager. See
.
Table 118: Record Statuses
Record Status
Agent Error
Canceled
Chain Ready
Chain Updated
Missed CallBack
No Record Status
Ready
Retrieved
Description
An outbound call was distributed to a DN not monitored by OCS. OCS is not registered on that DN.
A record has been canceled by Agent request or through the Communication DN
Protocol.
Reserved for future use
Reserved for future use
Personal CallBack or Campaign CallBack has been missed and treatment action
“Mark As Agent Error” was applied to record. Also see the predictive_callback option.
Record status is not set; that is, the call record is not ready to be dialed.
Default value; The record is ready to be dialed.
A record is retrieved from the database and is in the active dialing queue.
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Chapter 3: Defined Constants Record Statuses
Table 118: Record Statuses (Continued)
Record Status
Stale
Updated
Description
Outbound Contact has not received acknowledgment of any user event sent to the agent’s desktop application regarding this record. For all records that are considered stale (no longer useful) due to a desktop crash, and for all records that remain on the desktop without being updated in the database: OCS changes the record_status to Stale when a campaign is unloaded.
The record status is marked as stale in the following scenarios:
1. If a record was dialed and not updated in the database as a result of the call progress or request from a desktop, after campaign ForceUnload request the record status is updated as Stale .
2. If a request to update a record was sent from OCS to DB Server but
DBError was received as the response, after campaign Unload or ForceUnload request the record status is updated as
Stale .
3. If a request to update a record was sent from OCS to DB Server but the response from it was not received, after campaign Unload or ForceUnload request the record status is updated as
Stale .
Shows the record is updated in the database and will not be dialed again.
Note: For Enumeration (Enum) values that correspond to the defined
constants in this table, see Table 8 on page 28
.
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Chapter 3: Defined Constants Combining Record Statuses and Record Types
Combining Record Statuses and Record
Types
Record statuses and record types can be combined as shown in
.
Table 119: Record Status and Record Type
Combinations
Record Status Record Type
Ready General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack
Retrieved General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack
Updated General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack
No Call
Stale General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack
Canceled General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack
126 Outbound Contact 7.6
Chapter 3: Defined Constants Combining Record Statuses and Record Types
Table 119: Record Status and Record Type
Combinations (Continued)
Record Status
Agent Error
Missed CallBack
Record Type
General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack
Personal Rescheduled
Personal CallBack
Campaign CallBack
Note: For Enumeration (Enum) values that correspond to the defined
constants in this table, see Table 8 on page 28
.
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Chapter 3: Defined Constants Combining Record Statuses and Record Types
128 Outbound Contact 7.6
Chapter
4
Recommended DBMS
Optimizations
z z z
This chapter explains how to perform recommended DBMS optimizations. It includes these sections.
Optimizing Calling List Tables for Weight Rules, page 129
Temporary Tables Considerations, page 130
Maintaining Indexes for Large Calling Lists, page 131
Optimizing Calling List Tables for Weight
Rules
If you use a Sybase Adaptive Server as your DBMS and more than one calling list is using the same database table — that is, the calling lists refer to the same
Table Access object in the configuration — Genesys recommends that you modify the default locking scheme on the database table in order for OCS to correctly maintain the weight rules for these calling lists.
Follow these procedures:
1. Stop and unload all campaigns that include calling lists referencing this database table.
2.
Execute this SQL statement: alter table <table_name> lock datarows
Note: If the table contains several thousand calling records, the above SQL statement might take some time to execute.
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Temporary Tables Considerations
In the Calling List Details view, to enable the user to navigate in a timely manner through calling list tables with a large number of customer contacts (3 to 4 thousand or more records in the calling list table), OCM uses an auxiliary temporary table that is generated when the calling list is opened.
The suggestions below reference the different DBMS types that use temporary tables (Microsoft SQL, Sybase, Informix, and DB2).
Microsoft SQL Server
Microsoft SQL Server 7.0 and above: Temporary tables are stored in the tempdb database. On Microsoft SQL (MS SQL) Server 7.0 and higher, the size of tempdb is automatically enlarged by default if required.
Microsoft SQL Server 6.5 and below: Microsoft SQL Server 6.5 requires manual adjustment of the size of this database. When a large calling list is opened, the size of tempdb may become insufficient; in that case an Out of space in tempdb error message will be returned by the DBMS and displays on
OCM’s GUI. To resolve this problem and to enable OCM to process large calling lists, increase the size of the tempdb database.
Sybase
The same considerations regarding the size of tempdb as described above for
Microsoft SQL Server 6.5 also apply to Sybase.
For additional details, please refer to your Sybase system documentation.
Informix
Operations on large calling lists will require sufficient space in the dbspace where temporary tables reside. You may need to increase this size. The dbspace where temporary tables are stored is defined by the “DBSPACETEMP"
ONCONFIG parameter.
For additional details, please refer to your Informix system documentation.
DB2
Operations on calling lists require a temporary table. The DB2 engine stores this temporary table in User Temporary table space, which the database administrator (DBA) should explicitly create.
If this table space is absent, an attempt to open a calling list in OCM results in the following error message: DBServer returned SQL error [IBM][CLI
Driver][...] SQL0286N. A default table space could not be found with a page size of at least <pagesize> that authorization ID <user-name> is authorized to use.
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To resolve this problem, ensure that a table space of the correct type (User
Temporary) with a page size of at least <pagesize> exists, and that the authorization ID <user-name> has USE privilege on this table space.
Oracle
Oracle 8.1 and below: On versions of Oracle before 8.1.7, Oracle does not use temporary tables, and OCM performs sorting in its memory when an ORDER
BY clause is issued.
Calling lists containing several thousand records may require additional processing time, which may cause DB Server to force OCM to disconnect if
OCM is too slow to respond. In this scenario, Genesys suggests that you add more conditions to the filter to limit the number of retrieved records (less than
2-3 thousand), or that you increase the value of the db_timeout option.
Maintaining Indexes for Large Calling Lists
When working with large calling lists consisting of several thousand or more records, the performance of the DBMS for outbound dialing with OCS might be affected. Follow these guidelines to improve the performance of the DMBS in this scenario.
Creating Indexes
If a dialing filter is used, Genesys recommends that you create indexes for all fields used in the dialing filter into WHERE and ORDER BY clauses in the filter.
Create indexes using the available DBMS tools or using the following SQL statements:
CREATE INDEX <unique__index_name> ON <calling_list_table_name>
(<field_used_in_filter>)
Updating Indexes
If the data in a calling list table significantly changes, earlier indexes might become out of date. For example, if you create a calling list table and manually insert 10 customer contacts, then import into this table an additional 10,000 customer contacts, the indexes built on the table will become out of date.
To avoid possible performance issues, before starting a campaign, update indexes in a table that has been changed significantly. To update indexes, you should recalculate statistics in the database.
Below are recommendations for recalculating statistics for the calling list table.
To recalculate statistics, follow the recommendations for your DBMS type.
Note: Statistics are updated automatically when you create or recreate an index for an existing table.
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Microsoft SQL Server
Microsoft SQL Server versions 7.0 and higher automatically recalculate statistics when a table is significantly changed. The auto update statistics option (default = ON ) controls recalculation.
If you are using an earlier version of SQL or if automatic statistic recalculation is switched off, you can manually recalculate statistics by executing the following statement:
UPDATE STATISTICS <calling_list_table_name>
This operation might be time-consuming depending on the size of the table.
For additional details, please refer to Microsoft SQL Sever product documentation or your Database Administrator.
Sybase
Use the following statement to manually update statistics for a calling list table:
UPDATE STATISTICS <calling_list_table_name>
This operation might be time-consuming depending upon the size of the table.
For additional details, please refer to your Sybase system documentation.
Oracle
To manually recalculate statistics for a calling list table that has been significantly changed, use the following statement:
ANALYZE TABLE <calling_list_table_name> COMPUTE STATISTICS
This operation might be time-consuming depending upon the size of the table.
You can also use procedures from the DBMS_STATS package to recalculate statistics.
For additional details, please refer to your Oracle documentation or consult your Database Administrator.
Informix
Use the following statement to manually update statistics for a calling list table:
UPDATE STATISTICS HIGH FOR TABLE <calling_list_table_name>
This operation might be time-consuming depending upon the size of the table.
For additional details, please refer to your Informix documentation or consult your Database Administrator.
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Chapter
5
Supported Functionality with IP Telephony
z z z z
This chapter describes the IP telephony functionality that Outbound Contact supports. It contains the following sections:
Outbound Contact with SIP Server, page 136
Outbound Contact with Cisco CallManager, page 146
Outbound Contact with Genesys Voice Platform, page 149
Overview
This chapter describes Outbound Contact dialing scenarios that include SIP
Server and Genesys Voice Platform (GVP).
• Outbound Contact Server (OCS) and SIP Server provide support for audio or audio/video outbound campaigns in both Predictive and Progressive dialing modes, in the following scenarios:
Using a SIP Server with a Media Gateway (MGW) that is able to perform Call Progress Analysis (CPA).
Using a Dialogic board in Transfer mode.
Using a Dialogic board in ASM (Active Switching Matrix) mode.
Using Dialogic’s Host Media processing (HMP) software.
• OCS and T-Server for Cisco CallManager provide support for audio outbound campaigns in both Predictive and Progressive dialing modes for the following scenarios:
Using a Dialogic board in ASM (Active Switching Matrix) mode only.
Using HMP in ASM or Transfer modes.
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• OCS and GVP provide support for self service campaigns that may or may not involve an agent. Call Progress Analysis (CPA) is provided by GVP.
Only Power GVP mode is supported in this scenario.
Notes: Refer to the Genesys 7 Supported Media Interfaces guide for more information about supported media gateways.
Please consult with your media gateways provider regarding CPA availability, and for configuration information.
When using a Dialogic board, Genesys recommends that you use
Transfer mode, which provides the most efficient usage of
Dialogic resources. Contact your Dialogic card provider for further configuration information.
Universal Routing Server is not part of the following scenarios, but can be used to route a call to an agent. However, when using HMP, it is a required component.
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Figure 8 provides an overview of each of these scenarios.
Outbound Contact Solution (OCS) with SIP Server
Overview
OCS with Media Gateway
Call Progress Analysis
(CPA) is not built-in.
CPD Server with Dialogic card is required .
Call Progress Analysis
(CPA) is built-in.
CPD Server is not required .
ASM Mode
(Active Switching
Matrix)
Transfer Mode Transfer Mode
CPD Server
Transfer Mode with
Dialogic HMP
ASM Mode
(Active Switching
Matrix)
Figure 8: Outbound Contact Solution with SIP Server Overview
The following sections describe predictive and progressive dialing mode scenarios for SIP protocols.
Notes: Each scenario describes the media flow, which can contain either audio or audio/video information. The type of media used is identified within the Session Description Protocol (SDP) parameter in SIP Server messages.
Video media flows using HMP is not supported.
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HMP Licensing
CPD Server implemented a new HMP licensing schema in 7.6.1. This schema supports licensing changes for Dialogic drivers. The 7.6.1 release of
CPD Server requires Dialogic HMP 3.0 for Windows SU174 or higher.
Note: CPD Server 7.6.0 is compatible with HMP SU drivers up to and including version 150.
Outbound Contact with SIP Server
The following scenarios describe how to use Outbound Contact with SIP
Server:
•
“Transfer Mode (MGW with CPA)” on page 136
•
“Transfer Mode (MGW without CPA)” on page 138
•
“ASM Mode (MGW without CPA)” on page 141
Transfer Mode (MGW with CPA)
The following scenario describes a media flow that involves a MGW (Media
Gateway) with CPA (Call Progress Analysis) capabilities. The following hardware is supported in this scenario:
• AudioCodes
• Paraxip
SIP Protocol with SIP Agent Endpoint
Transfer -mode call flow that uses the SIP protocol, and that involves an MGW with CPA and a SIP agent endpoint.
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RTP
Leg 10
Step 1
Step 2
Leg 20
Step 2
SIP Server
SIP Agent
RequestMakePredictiveCall (Step 1)
Call State (step 2)
SIP MGW 1
Legend
T1/E1 Signaling
OC Server
RTP
PSTN
Trunk
OC
Manager
Customer
Outbound Contact
Figure 9: Transfer-Mode Call Flow (MGW with CPA)—SIP Protocol with a SIP Agent Endpoint
In this scenario, the call flow proceeds as follows:
Step 1
1. OCS sends a RequestMakePredictiveCall message to SIP Server. This request contains AttributeOtherDN , which is the customer’s DN.
2.
SIP Server creates call leg 10 with MGW 1 and establishes a call with the customer DN.
3.
MGW 1 performs CPA and sends the call results to SIP Server.
Step 2
4.
SIP Server reports the call state to OCS.
5.
SIP Server generates EventQueued and RouteRequest messages and establishes call leg 20 with a SIP agent end point.
6.
All media streams will be between the SIP agent end point and the customer when SIP Server joins call leg 10 and call leg 20.
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Transfer Mode (MGW without CPA)
The following scenario describes a media flow that involves an MGW without
CPA abilities.
SIP Protocol with SIP Agent Endpoint
illustrates a Transfer -mode call flow in two locations that uses the
SIP protocol, and that involves an MGW without CPA and a SIP agent endpoint.
RTP (Step 2)
Leg 20 Leg 30
Leg 10
SIP Server
SIP Agent
RequestMakeCall (Step 1)
Call State (Step 1)
Request Transfer Call (Step 2)
SIP MGW 1
Location 1
CPD
Server
T1/E1
RTP (Step 1)
T1/E1
SIP MGW 2
Location 2
OC Server Legend
Signaling
PSTN
OC
Manager
RTP
Customer
Outbound Contact
Trunk
Figure 10: Transfer-Mode Call Flow (MGW without CPA) in Two Locations—SIP Protocol with a SIP
Agent Endpoint
In this scenario, the call flow proceeds as follows:
Step 1
1. CPD Server places a Dialogic channel DN off hook.
2.
CPD Server sends a RequestMakeCall message to SIP Server. This request contains AttributeThisDN , which is the Dialogic channel DN on MGW 1, and AttributeOtherDN , which is the customer DN.
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3.
SIP Server creates call leg 10 with the Dialogic channel DN and MGW 1 using AttributeThisDN in the RequestMakeCall message. CPD Server uses this leg to perform CPA.
4.
SIP Server creates call leg 20 through MGW 2 in order to establish a call with the customer DN, using AttributeOtherDN in the RequestMakeCall message.
5.
SIP Server conferences call leg 10 and call leg 20.
6.
CPD Server performs CPA and sends the call result to OCS.
Step 2
7.
CPD Server sends a request to SIP Server to initiate the transfer of the customer call to a SIP agent end point.
8.
SIP Server creates and establishes call leg 30 with the SIP agent end point.
9.
SIP Server joins call leg 20 and call leg 30. All media streams are now between the SIP agent end point and the customer.
10.
CPD Server places the Dialogic channel DN on-hook when the transfer has been completed, and SIP Server issues the EventReleased message. This causes MGW 1 to drop call leg 10.
The Dialogic channel DN is now freed from the MGW to dial another outbound call.
illustrates a Transfer -mode call flow in one location that uses the
SIP protocol in one location, and that involves a MGW without CPA and a SIP agent end point.
The MGW in this scenario must be able to support multiple T1/E1 lines and provide bridging capabilities.
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RTP (Step 2)
Leg 20
Leg 10
Leg 30
SIP Server
SIP Agent
RequestMakeCall (Step 1)
Call State (Step 1)
Request Transfer Call (Step 2)
CPD
Server
SIP MGW 1
T1/E1
T1/E1
OC Server Legend
Signaling
PSTN
OC
Manager
RTP
Customer
Outbound Contact
Trunk
Figure 11: Transfer-Mode Call Flow (MGW without CPA) in One Location—SIP Protocol with a SIP
Agent Endpoint
In this scenario, the call flow proceeds as follows:
Step 1
1. CPD Server places a Dialogic channel DN off hook.
2.
CPD Server sends a RequestMakeCall message to SIP Server. This request contains AttributeThisDN , which is the Dialogic channel DN on the MGW, and AttributeOtherDN , which is the customer DN.
3.
SIP Server creates call leg 10 with the Dialogic channel DN and the MGW using AttributeThisDN in the RequestMakeCall message. CPD Server uses this leg to perform CPA.
4.
SIP Server creates call leg 20 through the MGW in order to establish a call with the customer DN, using AttributeOtherDN in the RequestMakeCall message.
5.
SIP Server conferences call leg 10 and call leg 20.
6.
CPD Server performs CPA and sends the call result to OCS.
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Step 2
7.
CPD Server sends a request to SIP Server to initiate the transfer of the customer call to a SIP agent end point.
8.
SIP Server creates and establishes call leg 30 with the SIP agent end point.
9.
SIP Server joins call leg 20 and call leg 30. All media streams are now between the SIP agent end point and the customer.
10.
CPD Server places the Dialogic channel DN on-hook when the transfer has been completed, and SIP Server issues the EventReleased message. This causes the MGW to drop call leg 10.
The Dialogic channel DN is now freed from the MGW to dial another outbound call.
ASM Mode (MGW without CPA)
The following scenario describes a media flow that involves an MGW without
CPA abilities, using a Dialogic card in ASM mode.
SIP Protocol with SIP Agent Endpoint
illustrates an ASM -mode call flow that uses the SIP protocol in two locations, and that involves a MGW without CPA and a SIP agent endpoint:
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RTP (Step 1)
Engaging call leg 10
Outbound Contact with SIP Server
SIP Server
Event Established
Request AttachUserData
SIP Agent
SIP MGW 1
Location 1
RTP (Step 2)
Leg 20
SIP MGW 2
Location 2
T1/E1
CPD
Server
T1/E1
OC Server Legend
Signaling
PSTN
OC
Manager
RTP
Customer
Outbound Contact
Trunk
Figure 12: ASM-Mode Call Flow (MGW without CPA) in Two Locations—SIP Protocol with a SIP
Agent Endpoint
In this scenario, the call flow proceeds as follows:
Step 1
1. OCS sends an engage agent request to CPD Server.
2.
CPD Server instructs the Dialogic board to create an engage call (leg 10) with an available agent’s queue.
3.
The engage call is queued, which generates an EventQueued message.
4.
The agent’s queue diverts the engage call to an agent’s desktop.
5.
The agent answers the engage call, which generates an EventEstablished message. The agent now waits for OCS and CPD Server to generate a second call (leg 20) to a calling list number.
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Step 2
6.
CPD Server instructs the Dialogic board to place a call to the customer number that OCS provided.
7.
If Call Progress Analysis has determined that there is a live voice, CPD
Server attaches any customer data to the engage call (leg 20).
8.
SIP Server delivers this data to the engaged agent’s desktop as a screen pop.
9.
CPD Server connects the call’s internal and external leg. The call is established between the agent and the customer.
10.
CPD Server informs OCS of the call result. The call is now handled as a normal outbound call.
illustrates an ASM -mode call flow that uses the SIP protocol in one location, and that involves a MGW without CPA and a SIP agent endpoint.
RTP (Step 1)
Engaging call leg 10
SIP Server
Event Established
Request AttachUserData
SIP Agent
SIP MGW
T1/E1
CPD
Server
T1/E1
OC Server
Legend
Signaling
PSTN OC
Manager
RTP
Customer
Outbound Contact
Trunk
Figure 13: ASM-Mode Call Flow (MGW without CPA) in One Location—SIP Protocol with a SIP
Agent Endpoint
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In this scenario, the call flow proceeds as follows:
Step 1
1. OCS sends an engage agent request to CPD Server.
2.
CPD Server instructs the Dialogic board to create an engage call (leg 10) with an available agent’s queue.
3.
The engage call is queued, which generates an EventQueued message.
4.
The agent’s queue diverts the engage call to an agent’s desktop.
5.
The agent answers the engage call, which generates an EventEstablished message. The agent now waits for OCS and CPD Server to generate a second call (leg 20) to a calling list number.
Step 2
6.
CPD Server instructs the Dialogic board to place a call to the customer number that OCS provided.
7.
If Call Progress Analysis has determined that there is a live voice, CPD
Server attaches any customer data to the engage call (leg 20).
8.
SIP Server delivers this data to the engaged agent’s desktop as a screen pop.
9.
CPD Server connects the call’s internal and external leg. The call is established between the agent and the customer.
CPD Server informs OCS of the call result. The call is now handled as a normal outbound call.
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Call leg 20
illustrates an ASM -mode call flow that uses the SIP protocol and a SIP agent endpoint. HMP software is used for CPA.
RTP (Step 1)
Engaging call leg 10
SIP Agent
CTI SIP Server
Call leg 20
Engaging call leg 10
CTI
RTP (Step 2)
CPD
Server
URS
Customer
OC Server Legend
Signaling
OC
Manager
RTP
Outbound Contact
Figure 14: ASM-Mode Call Flow—SIP Protocol with a SIP Agent Endpoint
In this scenario, the call flow proceeds as follows:
Step 1
1. OCS sends an engage agent request to CPD Server.
2.
CPD Server instructs HMP to create an engage call (leg 10) through SIP
Server with an available agent’s route point.
3.
The RoutePoint strategy diverts the engage call to an agent’s desktop.
4.
The agent answers the engage call, which generates an EventEstablished message. An RTP Stream is opened between the Agent’s Endpoint and an
HMP Voice Channel.
The agent now waits for OCS and CPD Server to generate a second call
(leg 20) to a calling list number.
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Step 2
5.
CPD Server instructs HMP to place a call through SIP Server to the customer number that OCS provided.
6.
If Call Progress Analysis has determined that there is a live voice, CPD
Server attaches any customer data to the engage call (leg 10).
7.
SIP Server delivers this data to the engaged agent’s desktop as a screen pop.
8.
HMP connects the Agent (internal) and Customer (external) call legs. RTP is established between the agent and the customer through HMP.
CPD Server informs OCS of the call result. The call is now handled as a normal outbound call.
Outbound Contact with Cisco CallManager
This section describes an ASM Mode scenario and a Transfer scenario using
Cisco CallManager T-Server and agents.
ASM Mode
The following scenario describes a media flow for Outbound Contact with
HMP in ASM mode and the Cisco CallManager T-Server.
illustrates the architecture/call flow.
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Step 1
Cisco
CallManager
Cisco CallManager
T-Server
Outbound Contact with Cisco CallManager
Cisco CallManage
Agents
CPD
Server
Step 2
SIP MGW
OC Server
T1/E1
PSTN
OC
Manager
Customer
Figure 15: ASM-Mode Call Flow—Cisco CallManager
Outbound Contact
In this scenario, the call flow proceeds as follows:
Legend
Signaling
RTP
Trunk
Step 1: The Engage Call
1. OCS sends an engage agent request to CPD Server.
2.
CPD Server places an engage call using HMP (SIP protocol) to SIP Server.
3.
Using the Trunk DN configuration, SIP Server redirects the engage call to
Cisco CallManager Route Point DN.
4.
As a result of a IRD strategy, Universal Routing Server routes the engage call to an agent who is Ready.
5.
The agent answers the call; in other words the established agent is engaged.
Step 2; The Outbound Call
6.
CPD Server initiates an outbound call to SIP Server, where another Trunk points to either a Media Gateway or an IP SIP client endpoint.
7.
The SIP call in initiated call.
8.
Using HMP resources, CPD Server performs call progress analysis.
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9.
If a positive voice detection occurs, CPD Server bridges the internal leg
(the engaged call) and the external leg (the outbound call).
The call is established between the agent and the customer.
10.
CPD Server informs OCS of the call result.
11.
After the calls are bridged between the customer and the agent, SIP signalling occurs and RTP streams go through HMP.
Transfer Mode
The following scenario describes a media flow for Outbound Contact with
HMP in the Transfer mode and the Cisco CallManager T-Server.
illustrates the architecture/call flow.
Step 2
CCM Agents
Cisco
CallManager
Cisco CallManager
T-Server
Customer
148
T1/E1
CPD
Server
Step 1
SIP MGW
OC Server
PSTN
OC
Manager
Outbound Contact
Figure 16: Transfer Mode—Cisco CallManager
Legend
Signaling
RTP
Trunk
Step 1
1. CPD Server places an outbound call to SIP Server where a Trunk DN points to a Media Gateway or a SIP endpoint.
2.
The Media Gateway (MGW) then initiates the actual call.
3.
Using HMP resources, CPD Server performs call progress analysis on the outbound call and sends the call result ( AttributeCallState ) to OCS.
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Step 2
4.
If a positive voice detection occurs, CPD Server informs URS.
5.
URS routes the call (per the routing strategy) to a Route Point DN of an agent in the Ready state on the Cisco CallManager switch.
6.
After the call is routed to the agent, no SIP signaling or RTP streams go through HMP.
Note: In this scenario, a transfer of the outbound call occurs rather than a bridging of two calls, as no engage call is placed, The agent is found after the outbound call is placed rather than before.
Outbound Contact with Genesys Voice
Platform
illustrates how to use Outbound Contact with Genesys Voice
Platform.
Customer DNs
URS Stat Server
PSTN
T1/E1
SIP MGW 1
RTP
CTI
GVP
IPCS HTTP
IServer
Client
HTTP
CFA HTTP
SIP
Agent
RTP
Route Point
SIP
SIP Server
SIP
Legend: SIP Signaling
RTP
Trunk
ISCC
ISCC
Figure 17: Overview of Outbound Contact with Genesys Voice Platform
OCS
OBN
IServer
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In this scenario, the call flow proceeds as follows:
1. OCS uses an Outbound Notification (OBN) Manager application to make an outbound call using GVP.
2.
When a Power GVP mode campaign is loaded in Outbound Contact Manager
(OCM), OCS registers with OBN Manager using the
RequestOBNRegisterClient and the EventOBNAdapterConnected messages.
When the campaign is unloaded, then OBN Manager receives an
EventOBNAdapterDisconnected message, which disconnects it from OCS.
3.
OCS issues an outbound call request to GVP by sending a
RequestOBNRecordStartDial
message to OBN Manager. This message includes all dialing parameters and any UserData parameters. OBN
Manager sends an EventOBNRecordStartDialAck message back to OCS when dialing has begun.
Note:
UserData is sent in this request only, and will not be sent in any other request.
4.
OBN Manager forms a HTTP request using the Start Dial parameters and the UserData attributes to CFA in a NEW_SESSION_REQ message.
5.
CFA processes the NEW_SESSION_REQ message from OBN Manager and requests IPCS/VCS to make an outbound call to the customer’s DN using a
CREATE_LEG_REQ message.
6.
IPCS/VCS updates CFA with a call progress analysis (CPA) result in the
DIAL_AND_BRIDGE_DONE_REQ message.
Notes: If the customer DN requests a call transfer to an agent, the call can be transferred by CTI or by the SIP REFER method on the platform.
If you want to transfer using CTI, then perform the following steps:
Enable the CTI call transfer in the CFA section of EMPS. This enables a one-step call transfer from GVP to IServer.
If you want to transfer a call using the SIP REFER method, then perform the following steps:
Enable the transfer type as OneSignalChannel containing the SIP
REFER method as the Transfer Option in IVR Profile provisioning of
EMPS.
Configure the Transfer Type in the CFA section of EMPS as
Transfer on Platform . With this type of transfer, the SIP REFER request goes directly to SIP Server and the transfer occurs on platform.
7.
CFA then updates OBN Manager with the following information:
The CPA result and the DN that it received from IPCS/VCS.
The UUID information that it received from the IServer client.
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8.
OBN Manager translates the CPA result from CFA into a call result that becomes the GSW_CALL_RESULT OCS key.
9.
OBN Manager sends this information to OCS in the
EventOBNRecordProcessing message. If the call result is CPA_NORMAL ,
IPCS/VCS instructs an IVR application to begin processing the call. The application information is provided by OCS to GVP using the app_dbid attribute in the RequestOBNRecordStartDial message.
Note: This IVR application can be Genesys Studio Voice XML
Application or any another VXML application. The IVR application information is provisioned in the Element Management
Provisioning System (EMPS) in GVP.
10.
The application specific data is sent by the Genesys Studio Application to
OBN Manger using the HTTP Post method. All the incremental data from the application is updated and saved locally by OBN Manager.
11.
Once the application is successfully completed for the customer DN, IPCS will send an END_SESSION_REQ message back to CFA.
12.
CFA ends the outbound call. It also translates the END_SESSION_REQ message into a call result and updates OBN Manager that the outbound call has ended.
13.
OBN Manager informs OCS that the outbound call has ended using the
EventOBNRecordProcessed message, which contains all updated UserData parameters. The EventOBNRecordProcessed message is the last message from OBN Manager to OCS.
Notes:
If Genesys Studio Application or any other VXML application wants to reschedule a record for a different phone number than the one originally dialed, the RequestOBNAddRecord message is used by OBN
Manager. OCS acknowledges this request with an
EventOBNAddRecordAck message after it has added a new record containing the new phone number into the calling list.
If OCS wants to cancel processing a record that has already been dialed, OCS sends a RequestOBNRecordStopProc message to OBN
Manager. OBN Manager will respond with an EventOBNAddRecordAck message.
All error messages between OBN Manager and OCS use the
EventOBNError message.
Any CTI communication between OCS and GVP uses the iServer client in GVP.
Reference Manual 151
Chapter 5: Supported Functionality with IP Telephony Outbound Contact with Genesys Voice Platform
152 Outbound Contact 7.6
Index
A
Add record events
AddRecord
. . . . . . . . . . . . . . . . . 78
AddRecordAcknowledge
AddRecord event
AddRecordAcknowledge event
Agent logout events
LogOut
. . . . . . . . . . . . . . . . . . . . 83
LogOutAcknowledge
LogOutTime
. . . . . . . . . . . . . . . . . 83
ASM mode
Abandoned value
ASM Mode Call Flow (MGW without CPA)
attached data
. . . . . . . . . . . . . . . . . 18
Attaching Script Information to OCS User
Events and Telephony Events
attributes send
. . . . . . . . . . . . . . . . . . . . . 19
user event
. . . . . . . . . . . . . . . . . . 20
Audience defining
. . . . . . . . . . . . . . . . . . . 8
audiocodes media gateway
. . . . . . . . . . . . . . 136
C
Call Progress Analysis
call result completion, updating
Call Result Mapping by OCS
Call Result Mappings Made by CPD Server
call results updating
. . . . . . . . . . . . . . . . . . . 49
call_result field
. . . . . . . . . . . . . . . . 28
call_wait_in_queue_timeout
call_wait_original_establish_timeout
CallerID Per Campaign
CallerID Per Campaign options for CPN (Calling Party Number)
CallerID Support
. . . . . . . . . . . . . . . 86
CallerID Support for Avaya CTI
CallerID Support for ISDN Connections
CallerID Support Per Campaign
Campaign status notification events
CampaignGroupAssigned
CampaignGroupAssigned event
CampaignLoaded
CampaignLoaded event
CampaignModeChanged
CampaignModeChanged event
CampaignStarted
. . . . . . . . . . . . . . 32
CampaignStarted event
CampaignStatusRequest
CampaignStatusRequest event
CampaignStopped
CampaignUnloaded
campaigns mode change
. . . . . . . . . . . . . . . . 36
notification
. . . . . . . . . . . . . . . . . 31
started
. . . . . . . . . . . . . . . . . . . . 32
Canceling records events
RecordCancel
. . . . . . . . . . . . . . . . 66
RecordCancelAcknowledge
RequestRecordCancel
chained records request
. . . . . . . . . . . . . . . . . 54 ,
Chained records events
ChainedRecord
. . . . . . . . . . . . . . . 56
ChainedRecordRequest
ChainedRecordsDataEnd
ChainedRecord event
ChainedRecord Request event
ChainedRecordRequest event
ChainedRecordsDataEnd event
Chapter Summaries defining
. . . . . . . . . . . . . . . . . . . .8
char data type
. . . . . . . . . . . . . . . . 121
CommDN with OCS and third-party apps
commenting on this document
Communication DN protocol definition
. . . . . . . . . . . . . . . . . 8 ,
Reference Manual 153
Index enumeration values and
mandatory attributes and
Contact Information Types
contact_info_type field
CPA
. . . . . . . . . . . . . . . . . . . . . 136
CPNDigits
. . . . . . . . . . . . . . . . . . 86
CPNPlan
. . . . . . . . . . . . . . . . . . . 86
CPNPresentation
. . . . . . . . . . . . . . . 87
CPNScreening
. . . . . . . . . . . . . . . . 87
Creating Indexes
. . . . . . . . . . . . . . . 131
custom data formats
custom field updating
. . . . . . . . . . . . . . . . . . . 49
D
Data Enums
. . . . . . . . . . . . . . . . . 110
data formats custom
. . . . . . . . . . . . . . . . . . . . 22
data type char data type
. . . . . . . . . . . . . . . 121
datetime data type
float data type
. . . . . . . . . . . . . . . 121
int data type
. . . . . . . . . . . . . . . . 121
unknown data type
varchar data type
datetime data type
. . . . . . . . . . . . . . 121
DBMS optimizations
Default Record Information
default record information
Defined Constants
. . . . . . . . . . . . . . 113
Do Not Call events
DoNotCall
. . . . . . . . . . . . . . . . . . 69
DoNotCallAcknowledge
do not call request
. . . . . . . . . . . . . . 67
document conventions
. . . . . . . . . . . . . . . . . 9
errors, commenting on
version number
. . . . . . . . . . . . . . . 9
DoNotCall event
DoNotCallAcknowledge event
DoNotCallError event
E
enumeration tables
. . . . . . . . . . . . . . 27
error names
. . . . . . . . . . . . . . . . . 89
Event Overview
. . . . . . . . . . . . . . . 16
Event Responses
. . . . . . . . . . . . . . 17
events event structures
. . . . . . . . . . . . . . . 16
messages
. . . . . . . . . . . . . . . . . . 17
No RecordsAvailable
NoRunningPreviewCampaigns
154
PreviewDialingModeStartAcknowledge
PreviewRecord
. . . . . . . . . . . . . . . 46
ReadyTime
. . . . . . . . . . . . . . . . . 42
ReadyTimeAcknowledge
RecordProcessed
. . . . . . . . . . . . . . 52
RecordProcessedAcknowledge
RecordReschedule
RecordRescheduleAcknowledge
ScheduledCall
. . . . . . . . . . . . . . . 76
ScheduledRecordRescheduleAcknowledge
scheduleItem-
. . . . . . . . . . . . . . . 101
ScheduleRecordReschedule
UpdateCallCompletionStats
UpdateCallCompletionStatsAcknowledge
F fields call_result field
. . . . . . . . . . . . . . . 28
contact_info_type field
custom, updating
. . . . . . . . . . . . . . 49
mandatory
. . . . . . . . . . . . . . . . . . 21
record_status
. . . . . . . . . . . . . . . . 29
reserved names
. . . . . . . . . . . . . . . 22
updating
. . . . . . . . . . . . . . . . . . . 21
float data type
. . . . . . . . . . . . . . . . 121
G
GSW_AGENT_REQ_TYPE
GSW_APPLICATION_ID
GSW_CM_AttrError
GSW_CM_MessageType
GSW_RECORD_HANDLE
GVP
Outbound integration
H
HMP asm-mode
. . . . . . . . . . . . . . . . . 145
I int data type
. . . . . . . . . . . . . . . . . 121
IP Telephony
. . . . . . . . . . . . . . . . . 133
L
LogOut event
. . . . . . . . . . . . . . . 83 ,
LogOutAcknowledge event
LogOutTime event
. . . . . . . . . . . . . 83 ,
Outbound Contact 7.6
Index
M
Maintaining Indexes for Large Calling Lists
mandatory fields
. . . . . . . . . . . . . . . 21
media gateway audiocodes
. . . . . . . . . . . . . . . . 136
paraxip
. . . . . . . . . . . . . . . . . . . 136
MGW
. . . . . . . . . . . . . . . . . . . . . 136
Microsoft SQL Server
Modifying OCM Process Priority
N
New Call Mappings
. . . . . . . . . . . . . . 120
No RecordsAvailable event
NoRunningPreviewCampaigns event
notification
. . . . . . . . . . . . . . . . . . 31
unsolicited
. . . . . . . . . . . . . . . . . . 81
O
OCS DBID
. . . . . . . . . . . . . . . . . . 17
Optimizing Calling List Tables
options outbound_contact_server
OriginAppDBID
. . . . . . . . . . . . . . .97
Outbound
GVP integration
. . . . . . . . . . . . . . 149
outbound_contact_server
P paraxip media gateway
. . . . . . . . . . . . . . 136
Personalized Ring Tone Support
Preview dialing mode events
PreviewDialingModeOver
PreviewDialingModeOverAcknowledge
PreviewDialingModeStart
Preview Record
No Running Preview Campaigns
PreviewRecord event
PreviewRecordRequest event
Proactive Interaction
media type
. . . . . . . . . . . . . . . . . . 85
R
ReadyTime agent request
ReadyTime event
. . . . . . . . . . . . . . . 92
ReadyTimeAcknowledge event
Record Not Found
record processed
. . . . . . . . . . . . . . . 52
record status stale
. . . . . . . . . . . . . . . . . . . . 125
record_status field
. . . . . . . . . . . . . . .29
record_type field
. . . . . . . . . . . . . . . .29
RecordCancel event
RecordCancelAcknowledge event
RecordProcessed event
RecordProcessedAcknowledge event
RecordReject event
RecordRejectAcknowledge event
RecordReschedule event
RecordRescheduleAcknowledge event
records attached data
. . . . . . . . . . . . . . . . 18
canceling
. . . . . . . . . . . . . . . . . . 61
chained records request
do not call
. . . . . . . . . . . . . . . . . . 67
Preview record request
rejecting
. . . . . . . . . . . . . . . . . . . 58
reschedule
. . . . . . . . . . . . . . . . . 72
scheduling
. . . . . . . . . . . . . . . . . 72
Rejecting records events
RecordReject
. . . . . . . . . . . . . . . . 59
RecordRejectAcknowledge
RequestRecordCancel event
reschedule
. . . . . . . . . . . . . . . . . . .72
reserved names
. . . . . . . . . . . . . . . .22
S
ScheduledCall event
ScheduledCallAcknowledge event
ScheduledRecordReschedule event
ScheduledRecordRescheduledAcknowledge event
. . . . . . . . . . . . . . . . .75
scheduleItem- event
scheduling
. . . . . . . . . . . . . . . . . . .72
send attributes
. . . . . . . . . . . . . . . . .19
send_attribute names
. . . . . . . . . . . . . . . . . . . . 21
SIP Protocol with
SIP Agent End Point
stale record status
. . . . . . . . . . . . . . 125
started
. . . . . . . . . . . . . . . . . . . . .32
status notification
. . . . . . . . . . . . . . .31
Supported Functionality
T
TargetAppDBID
. . . . . . . . . . . . . . 97 ,
Temporary Tables Considerations
Transfer Mode (MGW with CPA)
Transfer Mode (MGW without CPA)
typographical styles
Reference Manual 155
Index
U unknown data type
. . . . . . . . . . . . . . 121
unsolicited notifications
UpdateCallCompletionStats event
UpdateCallCompletionStatsAcknowledge event
. . . . . . . . . . . . . . . .51
Updating Indexes
. . . . . . . . . . . . . . . 131
user event attributes
UserEvent Attributes
V varchar data type
. . . . . . . . . . . . . . . 121
version numbering document
. . . . . . . . . . . . . . . . . . 9
156 Outbound Contact 7.6
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Key features
Automated dialing and call progress detection
Intelligent use of customer data
Reporting on outbound campaigns
Proactive customer contact
Campaign creation, modification and running
Frequently asked questions
Outbound Contact 7.6 is an automated system for creating, modifying, running, and reporting on outbound campaigns for proactive customer contact. It supports automated dialing and call progress detection, so an agent is only required when a customer is connected. It also intelligently uses customer data to ensure that campaigns are contacting not only a large number of customers, but the “right” customers for your purposes.
Outbound Contact 7.6 provides features like automated dialing, call progress detection, customer data intelligence, reporting, and campaign management.
Outbound Contact 7.6 allows you to create and manage outbound campaigns for proactive customer contact. It helps you connect with the right customers at the right time, improving your customer engagement and business outcomes.
