Genesys 7.1 Voice Callback Reference Manual
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Voice Callback 7.1
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 © 2003–2005 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, 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 CD, 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.
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
Asia Pacific
Japan
Telephone
+888-369-5555 or +506-674-6767
+44 (0) 118 974 7002
+61 7 3368 6868
+81-3-5649-6821
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.
http://www.genesyslab.com
Document Version: 71vcb_ref_04-2005_v7.1.001.00
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Table of Contents
About This Document ............................................................................ 5
Document Conventions ............................................................................. 6
VCB Configuration Objects ................................................................. 11
Routing Points and Virtual Routing Points .......................................... 11
VCB and T-Server............................................................................... 12
IVR and Agent Desktop ...................................................................... 12
Universal Callback Server and VCB-Related Objects ........................ 13
Table Access Object—General Tab Fields ......................................... 13
Treatment Object—General Tab Fields .............................................. 15
Configurable Operating Hours ............................................................ 21
Voice Callback Configuration Options ............................................... 23
Universal Callback Server Application-Level Options ............................. 23
Universal Callback Server Application- and DN-Level Options ............... 26
Section: Line-Side............................................................................... 44
Tone Parameters ................................................................................ 46
Communication Protocols................................................................... 51
3
Table of Contents
Chapter 5
Chapter 6
Chapter 7
Chapter 8
Index
Event Overview................................................................................... 52
VCB Client-Server Protocol ................................................................ 53
Characteristics of Event Structures..................................................... 53
Predefined Attributes .......................................................................... 54
Callback Interaction Attribute Names ................................................. 60
Request Types.................................................................................... 61
Response Types ................................................................................. 66
Web API Requests and VCB Responses ........................................... 71
Desktop-Specific Interactions .................................................................. 74
Interaction Sequences ........................................................................ 74
Callback Enumerations........................................................................ 81
Enumerations for Callback Statuses........................................................ 81
How Treatments Work ............................................................................. 83
Treatment Sequences ............................................................................. 87
Rules for Treatment Sequences ......................................................... 88
Treatment Object List.......................................................................... 88
Rules for Call Results ......................................................................... 91
Server-Side License Control.................................................................... 97
Initial License Checkout...................................................................... 98
Licensing Enforcement ....................................................................... 98
Configuration Dependencies ................................................................... 99
4
Chapter
1
About This Document
Welcome to the Voice Callback Reference Manual. This chapter has these sections:
z z
z z
Note:
For previous releases of the Voice Callback Reference Manual, please visit the Genesys Technical Support website http://genesyslab.com/support
, or request the Documentation Library
CD, which you can order by e-mail from Genesys Order Management at [email protected]
.
In brief, you will find information about the Voice Callback (VCB) option of
Universal Routing, including:
•
Configuration objects
•
Configuration options
•
Communication protocols
•
Enumerations for callback record statuses
•
Treatments
•
Database tables used as persistent information storage
•
Licensing requirements
5
6
Chapter 1: About This Document Intended Audience
Intended Audience
This manual is primarily intended for system administrators and agents. It 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.
•
Genesys Framework.
Chapter Summaries
In addition to this opening chapter, this guide contains these chapters: z
Chapter 2, VCB Configuration Objects, page 11,
explains the configuration options for Universal Callback Server and for VCB-related objects. z z z z
Chapter 3, Voice Callback Configuration Options, page 23,
discusses the configuration options for Universal Callback Server and CPD Server.
Chapter 4, Communication Protocols, page 51,
summarizes the communication protocols.
Chapter 5, Callback Enumerations, page 81,
presents the enumerations for
Callback record statuses.
Chapter 6, Treatments, page 83,
describes how to create treatments related to call results.
z
•
Chapter 7,
, describes the purpose and structure of database tables used as persistent information storage by Universal
Callback Server.
Chapter 8, Licensing, page 97,
describes licensing requirements for VCB.
Document Conventions
This document uses some stylistic and typographical conventions with which you might want to familiarize yourself.
Document Version Number
A document version number appears at the bottom of the inside front cover of this guide. Version numbers change as new information is added to this guide.
Here is a sample version number:
71fr_ref_03-2004_v7.1.000.00
Chapter 1: About This Document Document Conventions
You will need this number when you are talking with Genesys Technical
Support about this product.
Type Styles
Italic
In this document italic is used:
•
When a term is being defined.
Example
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
•
For emphasis. For example, “Do not use this value for this option.”
•
For variables, for example, x +1 = 7 where x stands for . . .
Monospace
A monospace font, which is shown in the following examples, is used for:
•
All programming identifiers and GUI elements. This convention includes the names of directories, files, folders, paths, scripts, dialog boxes, options, fields, text and list boxes, 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.
Examples
Select the
Show variables on screen
check box.
Click the
Summation
button.
On the
Properties
dialog box, enter the value for the host server in your environment.
In the
Operand
text box, enter your formula.
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
.
•
For any text the user must manually enter during a configuration or installation procedure:
Example
Enter exit
at the command line.
Correction of Errors in Screen Captures
Screen captures taken from the product GUI (graphical user interface) and used in this document may sometimes contain a minor spelling, capitalization,
7
8
Chapter 1: About This Document Related Resources or grammatical error. The text accompanying and explaining the screen captures corrects such errors.
Use of Square Brackets
In any logical arguments, commands, and programming syntax presented in this document, square brackets are used to indicate that a particular parametric value is optional. That is, the value is not required to resolve a command, argument, or programming syntax. The customer/user decides whether to supply a value and what that value is. Here is a sample: smcp_server -host [/flags]
Use of Angle Brackets
Angle brackets are used to indicate that a value in a logical argument, command, or programming syntax is required, but that the user must supply the data for the value. Because the value is specific to an individual enterprise—for example, DNs or port numbers—the program cannot predict
(that is, program in) what the value is. Here is a sample: smcp_server -host < confighost >
Related Resources
Consult these additional resources as necessary:
•
The Voice Callback Deployment Guide familiarizes you with the functions and features of the Voice Callback option of Universal Routing. This guide also discusses the applications/components that enable VCB functionality, and it provides a Deployment Planning Worksheet. It will help you configure and install Universal Callback Server and other components that comprise VCB.
•
Framework Deployment Guide describes the Framework architecture and the configuration, installation, starting, and stopping procedures for
Genesys Framework.
•
Universal Routing Deployment Guide describes how to configure, install, start, and stop Enterprise Routing and Network Routing, which together comprise Universal Routing.
•
Voice Treatment Server User’s Guide describes the Voice Treatment Server
(VT Server), which is the server component of Voice Treatment Option.
The guide is intended for those who install, configure, maintain, and administer the server side.
•
Voice Treatment Manager User’s Guide describes Voice Treatment (VT)
Manager which serves as the user interface for Voice Treatment Option and is primarily for those who create VTO scripts.
Chapter 1: About This Document Related Resources
•
Reporting Technical Reference Guide for the Genesys 7.x Release provides information about statistics, reporting templates, and reporting layouts that
CC Analyzer and CCPulse+ use for reporting on Genesys products, including Multi-Channel Routing.
•
Multi-Channel Routing Genesys Web Media Getting Started Guide provides a high-level overview of features and functions of Genesys Web
Media, together with architecture information and deployment-planning materials.
•
Multi-Channel Routing Event Media Deployment Guide describes deployment procedures for all Multi-Channel Routing components.
•
Multi-Channel Routing Event Media User’s Guide provides overall information and recommendations on the use and operation of Multi-
Channel Routing.
•
Multi-Channel Routing Universal Contact Server Manager Help serves as a guide to the user interface for Universal Contact Server Manager.
•
Multi-Channel Routing Web API Reference is a Javadoc listing of classes, methods, fields, and constants of the Web API portion of the Web API
Server component.
•
Multi-Channel Routing Web API Client Developer’s Guide describes the structure of the Web API, explains the Web Compound Samples, and describes procedures for customizing them.
•
Multi-Channel Routing Manual Deployment of MCR Web Components and
UCS updates part of the MCR Deployment Guide.
•
Multi-Channel Routing Knowledge Management: Categories and Standard
Responses supersedes the “Categories and Standard Responses” section of the MCR Event Media User’s Guide.
•
Multi-Channel Routing MCR Web API Callback Sample updates part of the
MCR Web API Client Developer’s Guide.
•
Genesys Agent Desktop .NET Toolkit Reference Manual describes the development of custom desktop client-applications in a Genesys
Framework environment.
•
Genesys Agent Desktop .NET Server Deployment Guide introduces the concepts, terminology, and procedures relevant to this server-side application that provides services to a client-side application for building a custom agent desktop application based on .NET technology. It shows how to configure and install Genesys .NET Server using the Installation
Package CD.
•
Genesys 7 Migration Guide is also on the Genesys Documentation Library
CD contains a documented migration strategy for Genesys product releases. Contact Genesys Technical Support for additional information.
•
Genesys 7 Licensing Guide discusses what types of licenses you need for specific installations.
9
Chapter 1: About This Document Related Resources
•
Genesys Hardware Sizing Guide for the Genesys 7.x Release provides hardware sizing information and performance guidelines for Genesys products.
•
System Requirements chart on the Technical Support website at http://genesyslab.com/support
.
•
The Genesys Master Glossary document, which is on the Genesys
Documentation Library CD, provides a fairly comprehensive list of
Genesys and CTI terminology and acronyms.
•
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 Reference Manual
•
Genesys 7 Supported Media Interfaces Guide
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].
10
Chapter
2
VCB Configuration Objects
This chapter describes the configuration objects you must define in the
Framework Configuration Manager to enable VCB functionality. This chapter includes these sections:
General Configuration, page 11
z z
z z
General Configuration
As an option of Universal Routing, VCB works closely with Enterprise
Routing (ER) or Network Routing (NR) to perform many of its functions. ER or NR must already be configured and installed in order to use the Voice
Callback option.
Routing Points and Virtual Routing Points
The central component in VCB configuration is a Routing Point (RP) or
Routing Queue. For VCB to function on a RP, you must, at minimum, supply values for the Calling List, and Virtual Routing Point (VRP) on the
Annex
tab of the
Properties dialog box for an RP DN.
Figure 1 on page 12 shows a sample VCB configuration with the Routing
Point as the central component.
11
Chapter 2: VCB Configuration Objects General Configuration
Application
(UCBServer)
Options Tab
• call_answer_type_recognition
• call_record_on_desktop_timeout
• call_transfer_type
• call_wait_agent_connected_timeout
• call_wait_connected_timeout
• call_wait_in_queue_timeout
• call_wait_original_establish_timeout
• delivery_mode
• main_timer_interval
• urs_treatment_mode
etc.
Connections Tab
Connections Tab
Application
(Contact Server)*
Application
(Stat Server)*
Application
(T-Server)
Application
(CPD-Server)*
Name match
Application
(DB-Server)
Format** Calling List
Switch
DN
(Routing Point)
Annex Tab
• term_dn
• vrp
• vrp_location
• delivery_mode
• urs_treatment_mode
DB Access Point
Table Access
Point
Treatment
Name match
DN
(Virtual Routing Point)
* - Optional component
** - Any format can be used
Figure 1: Sample Configuration
The options you must configure for VRPs are described in the vrp
option description on
page 38 . For complete configuration procedures, see “Routing
Points” and “Virtual Routing Points” in the Voice Callback Deployment Guide.
VCB and T-Server
TServer
events enable the communication among the components which comprise the VCB solution. All required T-Servers must be in the
Connections tab of the VCB Application object.
IVR and Agent Desktop
A Genesys-compatible Interactive Voice Response (IVR) product and an
Agent Desktop product can be used to support VCB. You can find configuration information for these software products in the specific product documentation.
12
Chapter 2: VCB Configuration Objects Calling List Object
Universal Callback Server and VCB-Related Objects
Universal Callback Server is the main component of Voice Callback. This chapter focuses on the configuration of the Universal Callback Server and the objects that support it.
Calling List Object
In VCB, the Calling List table provides persistent storage for callback data.
The Calling List table is autogenerated when the Universal Callback Server starts. The table structure of the Calling List is hardcoded; however, since the format is a mandatory attribute of a Calling List, this field should be defined when the Calling List object is being configured. Use the default format. See
“Table Access Object” section below.
For more information on persistent storage for callback data, see Chapter 7 on page 93
.
Location: Calling
List Object
The Calling List object is defined in this location:
Configuration Manager: <tenant_name>, Calling Lists folder
Table Access Object
Table Access objects define the relationship between calling lists, special lists, formats, and the database. They describe database tables of a specified format and explain how these tables can be accessed through Database Access Points.
You can select a predefined Table Access object or create a new Table Access object. (See the Voice Callback Deployment Guide for these procedures.) The following section provides detailed information about the properties of the
Table Access object.
In VCB, the Table Access object is used for Calling List and Black List configuration. See further information on Black List configuration in the Voice
Callback Deployment Guide.
Table Access Object—General Tab Fields
Location: Table
Access Object
Configure Table Access Object—General Tab Fields in this location:
Configuration Manager: <tenant_name>, Table Access object, Table Access Properties dialog box, General tab
Name
Default Value:
Table Access
Valid Value:
<string>
Changes Take Effect: Immediately
13
Chapter 2: VCB Configuration Objects Table Access Object
Required parameter referring to the name of the Table Access object. The length is not fixed. This value must be unique within the tenant.
Table Type
Default Value:
Unknown Table Type
(See Note below.)
Valid Value:
Calling List
Changes Take Effect: Immediately
Required parameter referring to type of table in the database.
Note:
Configuration Manager does not recognize the default value; therefore, you must select a different value for this object. Always select
Calling
List
. Once you specify
Calling List
, you cannot change this value.
Description
Default Value: No default value
Changes Take Effect: Immediately
Optional parameter giving a brief description of the Table Access object.
DB Access Point
Default Value: No default value
Changes Take Effect: Immediately
Required parameter referring to the Database Access Point through which the table can be accessed. Use the
Browse
button to locate an existing object.
Format
Default Value: No default value
Changes Take Effect: Immediately
Required parameter referring to the name of the format applied to this table.
Once it is specified, it cannot be changed. Use the
Browse button to locate an existing value.
Database Table
Default Value: No default value
Valid Value:
<string>
Changes Take Effect: Immediately
Required name of the table in the database where the calling list for VCB is stored. This table provides persistent storage for callback-related data.
14
Chapter 2: VCB Configuration Objects Treatment Object
State Enabled
Default Value: Check mark indicating enabled
Valid Value: Check box can be checked or unchecked.
Changes Take Effect: Immediately
Required parameter which has a check box indicating the current state of the object. For VCB to function properly, the state needs to be enabled (check box checked).
Treatment Object
A treatment is an action you can apply to any call result.
Location:
Treatment Object
Configure the Treatment object in this location:
Configuration Manager: <tenant_name>, Treatment object, Treatment Properties dialog box
Treatment Object—General Tab Fields
Location: General
Tab Fields
Configure Treatment Object—General Tab Fields in this location:
Configuration Manager: <tenant_name>, Treatment object, Treatment Properties dialog box, General tab
Name
Default Value:
<Treatment>
Valid Value:
<string>
Changes Take Effect: Immediately
Required name of the treatment. It must be unique within the tenant.
Tenant
Automatically populated by the system if the Treatment object folder is a subdirectory of
<Tenant>
.
Description
Default Value: No default value
Valid Value:
<string>
Changes Take Effect: Immediately
Optional description of the selected treatment.
Call Result
Default Value:
Unknown Call Result
Valid Value: See note below.
Changes Take Effect: Immediately
15
Chapter 2: VCB Configuration Objects Treatment Object
Note:
The Configuration Manager does not recognize the default value; therefore, you must select a different value for this object.
shows the valid values for the call result.
Required parameter where you must assign an
Apply-to-Record
action to each call result for treatments to apply.
Table 1: Call Result Values
Call Result Value
Abandoned Call dropped by called party
Agent CallBack Error N/A
Description
All Trunks Busy
Answer
Answering Machine
Detected
Busy
Dial Error
Dropped
Fax Detected
No free trunks on the switch for dialing a call
Customer was reached at the dialed phone number.
Answering machine was detected at the dialed phone number.
Dialed phone number was busy.
Hardware error from a Dialogic board
Call dropped by calling party. Usually N/A for callback.
Fax machine was detected at the dialed phone number.
General Error General error occurs when a call is not completed, possibly caused by an invalid telephone number in the record or a wrong number according to the switch.
Group CallBack Error N/A
No Answer
No Dial Tone
No Free Port
No Port Available
NU Tone
OK
Pager Detected
Ring without answer at destination
Absence of dial tone is based on an error returned by the Dialogic board or the Call Progress Detection (CPD) board on the switch.
N/A for VCB
No port is available to place a ‘call.’
This special Public Switched Telephone Network (PSTN) code is valid only in Europe.
Call result is undefined.
Pager was reached at the dialed phone number.
16
Chapter 2: VCB Configuration Objects Treatment Object
Table 1: Call Result Values (Continued)
Call Result Value
Silence
Description
Call was dialed, but there is no CPD.
SIT Detected
SIT IC (Intercept)
SIT Invalid Number
SIT NC (No Circuit)
Any type of network tone
Only applies if the network supports this specific Standard Information Tone
(SIT). Check with the switch vendor for confirmation.
Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
SIT RO (Reorder)
SIT Unknown
Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
SIT VC (Vacant Code) Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
Switch Error No dial tone received
System Error
Transfer Error
Dialing software error from the Dialogic driver or CPD from the switch
Dialer has a problem transferring calls based on the call action.
Unknown Call Result Default value. You must change this default value and replace it with another value from this table. See Note on
.
Wrong Party Call is answered but by a wrong party; this call result is sent by the Agent
Desktop application and not detected by the dialer.
Apply to Record
Default Value:
Unknown Action
(See Note below.)
Note:
The Configuration Manager does not recognize the default value; therefore, select a different value for this object.
Valid Values: See Table 2 on page 18 .
Changes Take Effect: Immediately
17
Chapter 2: VCB Configuration Objects Treatment Object
Required parameter to create a treatment. Specifies the action to apply to a callback request based on the call result. Applies to all supported call results in the
Call Results Values
table except for call result
Answer
.
Table 2: Apply to Record Values (Supported by Universal Callback Server)
Apply to Record Value
No Treatment
Redial
Retry at specified date
Retry in
Unknown Action
Description
No treatment will be applied.
Redial number within a specified number of minutes (Interval) for a specified number of times (Cycle Attempt).
Record will be redialed at the specified Date and Time.
Retry once after the specified number of minutes (Interval).
Default value. You must replace this default value with another value from this table.
Note:
does not include all the values that are in the drop-down list for the
Apply-to-Record
field in the
Treatments
dialog box because some values are not applicable (not supported by VCB).
Apply to Call
Default Value:
Unknown Action Code
Note:
The Configuration Manager does not recognize the default value; therefore, you must select a different value for this object.
Valid Values: See
Changes Take Effect: Immediately
Optional value allowing an alternate path when a dialing attempt reaches an answering machine or a FAX machine. See
and the
section on “Answering Machine Detected or FAX Detected” on page 91
. For all other call results, see the
Apply to Record field information.
Table 3: Apply to Call Values (Supported by Universal Callback Server)
Apply to Call Value
Connect or
Transfer
Description
Call connected to the DN defined as the Destination DN. See also
and the section on “Apply to Call Outcomes” on page 91 .
18
Chapter 2: VCB Configuration Objects Treatment Object
Table 3: Apply to Call Values (Supported by Universal Callback Server) (Continued)
Apply to Call Value
Drop
Description
Call is dropped or disconnected.
[Unknown Action Code] Default value. You must replace this default value with another value from this table if you are creating a treatment for the
Answering Machine
Detected
or
Fax Detected call results.
Note:
does not include all the values that are in the drop-down list for the
Apply-to-Call field in the
Treatments
dialog box because not all values are applicable (not supported by VCB).
Destination DN
Default Value: No default value
Valid Value:
<DN>
Changes Take Effect: Immediately
Required parameter for the
Transfer and
Connect Apply to Call
outcome. DN to which the call is to be forwarded or routed. The destination DN may be any
DN. You can use the
Browse
button to search for an existing DN.
See T-Server and Switch documentation to verify what is supported. Also consult Configuration Layer documentation.
Number in sequence
Default Value:
0
Valid Values:
1
or another positive integer
Changes Take Effect: Immediately
Required parameter describing a unique number in a treatment sequence that determines the order in which to apply the treatment. Must be set to
1
for a stand-alone treatment or for the first treatment in a sequence.
Interval (minutes)
Default Value:
0
Valid Values:
1
or another positive integer
Changes Take Effect: Immediately
Required when
Apply to Record is set to
Redial
or
Retry in
. Time interval, in minutes, that the application waits between the current dialing attempt and the next treatment attempt.
19
Chapter 2: VCB Configuration Objects Treatment Object
Cycle Attempt
Default Value:
0
Valid Values:
1
or another positive integer
Changes Take Effect: Immediately
Required to be other than
0
when
Apply to Record
is set to
Redial
. Maximum number of consecutive times to perform the treatment on the record.
Increment (minutes)
Default Value:
0
Valid Values:
0
or a positive integer
Changes Take Effect: Immediately
Required when
Apply to Record
is set to
Redial
. Specifies the number of minutes to add to the previous redial time interval.
Date
Default Value:
<current date>
Valid Value:
<any date>
Changes Take Effect: Immediately
Required if the
Apply to Record
action is set to
Retry at specified date
, the date when another treatment attempt will be performed. Click the
Date dropdown arrow and choose a date from the calendar.
Time
Default Value:
<current time>
Valid Value:
<any time of day>
Changes Take Effect: Immediately
Required if the
Apply to Record
action is set to
Retry at specified date
, the time of day that another treatment attempt will be performed.
State Enabled
Default Value: Check mark indicating enabled.
Valid Values: Check box is either checked or unchecked.
Changes Take Effect: Immediately
Required parameter which has a check box indicating the current state of the object. For treatment to be applied by VCB, the state of treatment object needs to be enabled (check box checked).
20
Chapter 2: VCB Configuration Objects Treatment Object
Configurable Operating Hours
This functionality enables the contact center administrator to configure operating hours for
Scheduled callbacks. Universal Callback Server checks scheduled time for
Scheduled
callbacks if operation hours are configured.
Operation hours are configured in folder
Statistical Tables/UCBServer
under
Tenant
.
•
Statistical Table
Weekdays
contains one object per standard business day.
•
Statistical Table
Holidays
contains one object per holiday.
•
Statistical Table
Overtime
contains one object per working day that falls on weekends or for working day with after hours.
Note:
Name of folder
UCBServer
and names of Statistical Tables
Holidays
,
Weekdays
, and
Overtime
cannot be changed.
•
All Statistical Tables should have type
Special Day Table
.
Requirements for Objects in “Weekdays” Statistical Table
•
Property name
: any
•
Property isDayOfWeek
: true
•
Property day:
numbers from
1
to
7
(Sunday to Saturday)
•
Properties startTime, endTime
: start and end of business day in minutes from 00:00
•
Only one object per each day of week (Universal Callback Server will use data only from first one)
Requirements for Objects in “Holidays” and “Overtime” Statistical Table
•
Property name
: any
•
Property isDayOfWeek: false
•
Property day
, if Property date
is not specified: number of day in year where
1 is Jan 1
•
Property date
: date in seconds from 00:00 01/01/1970.
•
For objects in
Overtime
Statistical Table, properties startTime and endTime mean start and end of business day in minutes from 00:00.
Universal Callback Server checks sequence of scheduled date-time for
Scheduled callback:
•
Checks scheduled date against objects in Statistical Table
Holidays
.
•
Checks day of week and time of day, calculated for scheduled date-time, against objects in Statistical Table
Weekdays
to determine that the business day and time is within business hours.
21
Chapter 2: VCB Configuration Objects Treatment Object
•
Checks scheduled date against objects in Statistical Table
Overtime
to determine that this is the business day and that the time is within business hours.
If configuration does not have a necessary object for some weekday, in
Weekdays
Statistical Table, this day is considered a Holiday.
If scheduled date-time is not within business hours, Universal Callback Server rejects the scheduled callback request with an error message:
VCB_ERROR
:
TimeNotInSOH
VCB_ ERROR_ CODE
: 112
VCB_ERROR_NAME
(Description): Scheduled time is out of the operating hours
22
Chapter
3
Voice Callback
Configuration Options
z z z z
This chapter discusses VCB configuration options for Universal Callback
Server and Call Progress Detection (CPD) Server. It contains the following sections:
Universal Callback Server Application-Level Options, page 23
Universal Callback Server Application- and DN-Level Options, page 26
Universal Callback Server Application-
Level Options
This section describes Universal Callback Server Application-Level options.
•
purge_records
•
dnc_refresh_interval
•
hide_private_data
•
delete_ivr_announce_file
•
check_ewt
•
RouteInfoKey
•
<Determined by the value of RouteInfoKey option>
Note:
Option
RouteInfoKey should be configured in the section named
WebAPIRouting
. Option
<Determined by the value of RouteInfoKey option>
should be configured in the section named
WebAPIProcessing
.
All other options are configured in section
UCBServer
.
23
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application-Level Options
purge_records
Default Value:
false
Valid Values: yes, no, true, false
Changes Take Effect: Immediately
Optional parameter that prevents performance degradation when the database tables (in which Universal Callback Server saves intermediate data related to callbacks) fill up without any restrictions. With value yes
, Universal Callback
Server deletes database records related to callback requests that are completely processed instead of updating these records. With value no
, Universal Callback
Server updates the records for completed callback requests with record_status
= 9
(Final).
dnc_refresh_interval
Default Value:
60
Valid Value: Interval in minutes.
Changes Take Effect: Immediately
Optional parameter: Universal Callback Server uses this option to set an interval to check periodically the Black List table and update the internal hash table in accordance with changes that have been made in the table after the last check.
hide_private_data
Default Value: true
Valid Values: yes, no, true, false
Changes Take Effect: Immediately
Optional parameter where, if this option is set to true
or yes
, Universal
Callback Server does not print UserData from any telephony event in its log output.
delete_ivr_announce_file
Default Value: false
Valid Values: true, false, yes, no
Changes Take Effect: Immediately
Optional parameter that determines whether Universal Callback Server deletes
IVR announcement file recorded during callback request processing. If set to true
, Universal Callback Server will delete the file. If set to false
, it will leave the file in place.
Note:
In order to delete the file, Universal Callback Server requires file deletion permissions.
24
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application-Level Options
check_ewt
Default Value: false
Default Values: true, false, yes, no
Changes Take Effect: Immediately
Optional parameter: If set to true
, then Universal Callback Server takes into account Estimated Waiting Time (EWT) when placing
Scheduled
callback requests to the resource waiting queue. If not specified or set to false
,
Universal Callback Server does not take Estimated Waiting Time (EWT) into consideration during
Scheduled
callback processing.
RouteInfoKey
Note:
This option is configured in the
WebAPIProcessing
section.
Default Value: default
Valid Value: Any valid
UserData keyword
Changes Take Effect: Immediately
Optional parameter that specifies the name of the key that Universal Callback
Server looks for in the request for the callback coming from the Web and uses to define a Routing Point.
<Determined by the value of RouteInfoKey option>
Note:
This option is configured in the
WebAPIRouting
section.
Valid Value: String of the following format:
<dn>@<switch>
Example of RouteInfoKey option configuration:
WebAPIProcessing
RouteInfoKey = RouteInfo
WebAPIRouting default = 4137@Switch1 alternate = 4138@Switch1 live = 5364@Switch2
If pair RouteInfo = default arrives or no pair at all, routing takes place at
Switch1, DN 4137
If pair RouteInfo = alternate arrives, then routing takes place at Switch 1,
DN 4138
If pair RouteInfo = live arrives, then routing takes place at Switch 2,
DN 5364
25
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
Universal Callback Server Application- and
DN-Level Options
You can define most of the options that control VCB either at the Universal
Callback Server Application level or at the Routing Point level. If you define them at the Universal Callback Server Application level, the following options apply to all Routing Points in the VCB configuration. If you define them at the
Routing Point level, the options apply to a specific Routing Point.
•
call_answer_type_recognition
•
call_preview_agent_ack_timeout
•
call_record_on_desktop_timeout
•
call_transfer_type
•
call_wait_agent_connected_timeout
•
call_wait_connected_timeout
•
call_wait_in_queue_timeout
•
call_wait_original_establish_timeout
•
callback_processed
•
delivery_mode
•
main_timer_interval
•
max_proc_interval
•
urs_treatment_mode
•
auto_dial_mode
•
call_default_routing_timeout
•
public_network_access_code
•
agent_announcement_data
•
agent_announcement_type
•
agent_announcement_prefix
•
agent_announcement_suffix
•
cust_announcement_prefix
•
cust_announcement_data
•
cust_announcement_suffix
•
stat_type
•
stat_profile
•
stat_filter
•
stat_timerange
26
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
call_answer_type_recognition
Default Value: no_am_detection
Valid Values: no_progress_detection, no_am_detection, positive_am_detection, full_positive_am_detection, accurate_am_detection, telephony_preset
The values and their descriptions are described below.
no_progress_detection no_am_detection accurate_am_detection telephony_preset
Disables Call Progress Detection. Call will be transferred as soon as it is established.
Disables answering machine detection; however, detection of all other devices is still enabled.
positive_am_detection full_positive_am_detection
Enables standard answering machine detection
(Positive Answering Machine [PAM] mode).
Means that full positive answering machine detection
(Full Positive Answering Machine [FPAM] mode) should be used.
Enables or disables Call Progress Detection (CPD) based on analysis of the whole greeting.
Equivalent to the value no_am_detection
.
Changes Take Effect: Immediately
Optional parameter that specifies call progress detection configuration for CPD
Server.
call_preview_agent_ack_timeout
Default Value:
10 (seconds)
Valid Value:
1...(seconds)
Changes Take Effect: Immediately
Optional parameter specifying maximum time that Universal Callback Server waits for an acknowledgment or rejection message from the agent desktop regarding the preview callback request. After the timeout, the callback request is redistributed.
call_record_on_desktop_timeout
Default Value:
60 (minutes)
Valid Value: Any positive integer
Changes Take Effect: Immediately
Optional parameter specifying maximum time in minutes during which an agent can hold a preview or autodialed record on the desktop. After timeout elapses, the callback request is marked with a status
Error
and call result
Stale
.
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Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
call_transfer_type
Default Value: one_step
Valid Values: one_step, two_step
Changes Take Effect: Immediately
Optional parameter that specifies the transfer type CPD Server uses for the call.
•
With value one-step
,
CPD (Call Progress Detection) Server translates a one_step
value as either a mute transfer or a single-step transfer.
•
With value two_step
, CPD Server uses a two-step transfer to overcome some switch transfer issues, such as ring splash on a Meridian switch.
Ring splash occurs when the dialer transfers a call to an agent, and the caller hears a ringback before hearing the agent answer. For some switches, this ringback cannot be turned off by a command in the CTI link or on the switch setting.
To overcome this difficulty, Genesys uses a two-step transfer.
In a two-step transfer,
1.
The switch puts the original leg of the call on hold and initiates the transfer.
2.
The caller hears either a moment of silence or music if the trunk or the queue has
Music-on-Hold turned on. (See Note below.)
3.
The second leg of the call is to dial a consult call to the agent’s DN.
4.
The transfer is completed when an agent answers the call.
Note:
Genesys recommends turning off the
Music-on-Hold
on the trunk or queue when you use a two-step transfer.
call_wait_agent_connected_timeout
Default Value:
60 (sec)
Valid Values:
1...(sec)
Changes Take Effect: Immediately
Optional parameter referring to timeout-in-seconds between making a call and receiving
EventEstablished on an Agent DN or, in the case of negative voice detection such as an answering machine, the timeout between making a call and receiving the
EventReleased when the call is dropped.
call_wait_connected_timeout
Default Value:
120 (seconds)
Valid Values:
0-600 (seconds)
Changes Take Effect: Immediately
Optional parameter referring to length of waiting time ( timeout
) between the first ring and the determination that the called party is not answering. This definition pertains to analog and lineside DNs.
28
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
call_wait_in_queue_timeout
Default Value:
1200 (seconds)
Valid Values:
0. . .(seconds)
Changes Take Effect: Immediately
Optional parameter that defines how long (in seconds) a virtual call may stay in the virtual queue before it is resubmitted to the queue. Upon expiration of this timeout, Universal Callback Server deletes the original virtual call and creates a new one. This prevents virtual calls from being stuck in the queue if any component participating in virtual call distribution fails. The callback status remains in the
VcbRecStatQueued(3)
state.
call_wait_original_establish_timeout
Default Value:
4 (seconds)
Valid Values:
0...(seconds)
Changes Take Effect: Immediately
Optional parameter referring to timeout (in seconds) between receiving an offhook response from PSTN (Public Switched Telephony Network) and
EventEstablished
from T-Server.
callback_processed
Default Value: true
Valid Values: true, false, yes, no
Changes Take Effect: Immediately
If this optional parameter is set to true
, then Universal Callback Server in
Autodial
mode waits for
RequestCallbackProcessed
from the agent to finalize the callback processing; if it is set to false
, Universal Callback Server relies on telephony events (
EventReleased
on agent’s DN) to finalize the callback processing automatically.
Note:
In preview mode,
RequestCallbackProcessed
from agent’s DN is always awaited, regardless of the option settings.
delivery_mode
Default Value: preview
Valid Values:
preview, auto
Changes Take Effect: Immediately
Optional parameter that tells Universal Callback Server in which form to deliver a callback to an agent.
•
With preview value, Universal Callback Server delivers a callback request to an agent as a preview record and leaves the dialing up to the agent.
•
With auto value, Universal Callback Server dials the callback automatically in one of the following ways:
As a direct call from the agent’s DN to the customer’s phone.
29
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
•
As a predictive call that uses switch call progress detection capabilities.
•
Through the CPD Server where CPD Server is responsible for call progress detection and further call handling.
main_timer_interval
Default Value:
2 (seconds)
Valid Values:
1...20 (seconds)
Changes Take Effect: Immediately
Optional parameter that controls how often to check the call timeouts in the queue. Genesys recommends that the value should not be modified; instead, keep the default value setting for this option.
max_proc_interval
Default value:
0
Valid value:
0…3600
. Represents maximum duration (in minutes) of Callback
Processing, starting from submission moment for
ASAP
callback or from scheduled time for
Scheduled callbacks. When this timeout elapses, callback processing is stopped, and it is finalized in database with callback_status=VcbRecStatEndTimeExpired(14)
.
Value
0
means that there is no expiration interval applicable.
Changes Take Effect: For callbacks submitted after the change was made
Note:
Callback processing expiration time can be submitted from Web API
(attributes starttime and endtime
) from IVR or Agent Desktop
(attribute
VCB_END_DATE_TIME
) and also configured in max_proc_interval option. The value configured in this option is used if there is no such information for a specific callback submission request. It is applicable to processing all callback requests, independently of their origin (Web, IVR, Agent Desktop).
urs_treatment_mode
Default Value: transfer
Valid Values: transfer, treatment
Changes Take Effect: Immediately
Optional parameter controlling the way a call suitable for a callback request arrives at a Universal Callback Server Routing Point.
•
With transfer value, the call arrives via
EventRouteRequest/EventPartyChanged
.
•
With treatment value, the call arrives via
EventTreatmentEnd
.
This option also determines the way the router delivers a call to a Routing
Point.
For more information about the latter, see the “IVR Behind-the-Switch
Configuration” section in the Voice Callback Deployment Guide.
30
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
call_default_routing_timeout
Default Value:
0
Valid Value: Number of seconds.
Changes Take Effect: Immediately
Optional parameter: If you set this option to a non-zero value, Universal
Callback Server will wait for a specified amount of seconds for Routing instructions from the Router and then will apply default routing (as configured in VRP) to the current callback request.
public_network_access_code
Default:
<empty string>
Valid Value: Any character string
Changes Takes Effect: Immediately
Optional parameter. This string is added as a prefix to each phone number that
UCS sends to a specific switch. This number specifies the PSTN access code for the switch to which the T-Server is connected. When an access code is added as a value, the system always places the access code in front of the dialed phone number. For example, if you enter the number 9 into the value field, the prefix 9 is always dialed before each phone number is dialed.
If you use Dialogic and CPD Server, then you can add Dialogic dialing control parameters as a prefix to the dialed numbers. The following symbols are available:
•
‘L’
--Wait for the local dial tone before dialing.
•
‘I’
--Wait for the international dial tone before dialing.
•
‘X’
--Wait for the special dial tone before dialing.
•
‘,’
(comma)--Pause two seconds.
For example, if the public_network_access_code
is defined as ‘L9,’ the dialer will wait for a dial tone, dial 9, pause for two seconds, and then dial the number.
Note:
Remember that Dialogic dialing control symbols work only if the CPD
Server dials the calls through the Dialogic card (that is, CPD Server option
tscall= false)
.
auto_dial_mode
Default Value: dial_ahead
Valid Values: dial_ahead, engaging
Changes Take Effect: Immediately
Optional parameter in which dial_ahead value means Customer Reserved
Connection, and engaging
value means Agent Reserved Connection. Universal
Callback Server receives DN and Location (Switch) from URS.
31
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
DN Type
Not CDN
Not CDN
Not CDN
Not CDN
CDN
CDN
CDN
CDN
Table 4 describes Universal Callback Server behavior depending on the type of
DN it receives from URS, the
Autodial
mode that is configured, and the availability of CPD Server.
Table 4: Autodial Mode
No
No
Yes
Yes
No
CPD Server
Available?
Yes
Yes
No
auto_dial_mode
dial_ahead engaging dial_ahead engaging dial_ahead engaging dial_ahead engaging
Actual Mode
dial_ahead engaging dial_ahead (TMakeCall)
Error message dial_ahead engaging dial_ahead
(TMakePredictiveCall)
Error message
Simple Announcement for Reserved Agent Connection
Options defining a simple announcement may be configured in the Universal
Callback Server-assigned section in the RP annex or in the Universal Callback
Server application object.
•
If agent_announcement_type= tone
, CPD Server plays the beep tone with parameters specified in the agent_announcement_data
option.
•
If agent_announcement_type= voice
, CPD Server plays the sequence of recorded voice files specified in these options:
•
agent_announcement_prefix
•
agent_announcement_data
•
agent_announcement_suffix
Note:
Each option specifying a recorded voice file can consist of more than one file name. File names are separated by semicolons (;).
32
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
agent_announcement_type
Default Value: none
Valid Values: tone, voice, none
Changes Take Effect: Immediately
Optional parameter: If set to tone
, CPD Server will play a tone to an agent. If set to voice
, CPD Server will play voice file to an agent. If not specified,
Universal Callback Server will not request CPD Server to play an announcement to the agent.
agent_announcement_prefix
Default Value:
<empty string>
Valid Value: String that contains full path to voice file.
Changes Take Effect: Immediately
Optional parameter that specifies the file(s) played to an agent.
agent_announcement_data
Default Value:
<empty string>
Valid Value: String that contains beep tone parameters or full path to voice file(s) (depends on announcement type specified in option agent_announcement_type
). Parameters are separated by semicolons (;).
Changes Take Effect: Immediately
Optional parameter that specifies which file(s) are played to an agent. Beep tone parameters are set like this:
<frequency of tone 1 in Hz>;
<frequency of tone 2 in Hz>;
<amplitude of tone 1 in dB>;
<amplitude of tone 2 in dB>;
<duration of tone in 10 ms units>;
agent_announcement_suffix
Default Value:
<empty string>
Valid Value: String that contains full path to voice file(s) separated by semicolons.
Changes Take Effect: Immediately
Optional parameter that provides the suffix for the sequence of voice files.
Announced Reserved Customer Connection
CPD Server plays sequence of recorded voice files specified in options:
•
cust_announcement_prefix
•
cust_announcement_data
•
cust_announcement_suffix
33
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options
cust_announcement_prefix
Default Value:
<empty string>
Valid Value: String that contains full path to voice file separated by semicolons.
Changes Take Effect: Immediately
Optional parameter that provides the path to the file(s) played to a customer.
cust_announcement_data
Default Value:
<empty string>
Valid Value: String that contains full path to voice file(s) separated by semicolons.
Changes Take Effect: Immediately
Optional parameter that specifies which file(s) are played to customer.
cust_announcement_suffix
Default Value:
<empty string>
Valid Value: String that contains full path to voice file.
Changes Take Effect: Immediately
Optional parameter that provides the suffix for the sequence of voice files.
Estimated Waiting Time (EWT) Statistics for Scheduled Callback Requests
All parameters required by Universal Callback Server to receive EWT statistics from Stat Server are configured on the configuration objects specified below. The list is given in the order of decreasing priority; that is, <DN> has the highest priority, and Application object has the lowest priority.
•
<DN> - Any DN object specified in the
VCB_EWT_OBJECTID attribute, which
Universal Callback Server receives with the callback request.
Typically the type of DN used would be
Virtual Queue
“Reserved Attribute Names,” on page 54 for further details on the
VCB_EWT_OBJECTID
attribute.
•
VRP - DN of type
Virtual Routing Point
that has been specified in the vrp
option for the Routing Point for which the current callback request is being processed.
•
<Application> - Universal Callback Server Application object.
Regardless of the configuration object being used, the following options are configured in a separate section named EWT.
Note:
The stat_server option is considered only when configured at the
<DN> or VRP level. It is ignored when being configured on the
<Application> level.
If the
VCB_EWT_OBJECTID attribute is present in the callback request, then
Universal Callback Server would request statistics from the Stat Server for this
34
Chapter 3: Voice Callback Configuration Options Universal Callback Server Application- and DN-Level Options object. Otherwise, Universal Callback Server would request statistics from the
Stat Server for the Virtual Routing Point specified in the vrp
option for the
Routing Point for which the current callback request is being processed.
stat_type
Default Value:
AverDistribCallTime
Valid Value: Any statistical type configured on corresponding Stat Server object.
Changes Take Effect: Immediately
Optional parameter. See Framework Stat Server User’s Guide.
stat_filter
Default Value:
<empty string>
Valid Value: Name of any Filter configured on corresponding Stat Server object.
Changes Take Effect: Immediately
Optional parameter referring to filter used by Universal Callback Server to obtain EWT for Queue that is used in processing
Scheduled
callbacks.
stat_profile
Default Value:
<empty string>
Valid Value: Name of the
TimeProfile
configured for the corresponding Stat
Server object.
Changes Take Effect: Immediately
Optional parameter referring to the time profile used by Universal Callback
Server to obtain EWT for Queue that is used in processing
Scheduled callbacks.
stat_timerange
Default Value:
<empty string>
Valid Value: Name of the time range for sliding interval selection as configured in corresponding Stat Server, section name
TimeRanges
.
Changes Take Effect: Immediately
Optional parameter that specifies the name of the time range. If not specified anywhere, Universal Callback Server will not specify time range in requests for statistics to Stat Server.
35
Chapter 3: Voice Callback Configuration Options DN-Level Options
DN-Level Options
DN-level options are stored in a section folder called either
UCBServer
or the name of a particular application. This folder is created in the
Annex
tab of the
Routing Point folder, where you plan to use VCB service.
If the section folder is named
UCBServer,
any Universal Callback Server application may use the Routing Point being configured. If the section folder bears the name of a particular Universal Callback Server Application object, only that instance of the Universal Callback Server application may use the
Routing Point. (For information about naming the section folder, see “Routing
Points” section in the Voice Callback Deployment Guide.)
Location: DN-
Level Options
You can define the options listed below only at the DN level.The DN-level options are defined on the
Annex tab of the DN object:
Configuration Manager: <tenant_name>, Switches, <specific switch>, DNs Folder,
<specific DN (RP)>, Annex tab
•
channel_num
•
list
•
term_dn
•
vrp
•
vrp_location
•
call_progress_orig_dn
•
call_progress_trasn_dn
•
stat_server
channel_num
Default Value:
40
Valid Values:
0 or any positive integer
Changes Take Effect: Immediately
Optional parameter that specifies the total number of available channels (CPD ports) on the Dialogic board(s) when using the
Autodial mode. Universal
Callback Server dials a call when the number of busy channels is less than the value specified for the channel_num option. For example, if you use the default value
40
for the channel_num option, Universal Callback Server will dial a call when the number of busy channels is 39 or less. A zero (
0
) value assigned to the channel_num option means that no CPD ports are designated for Universal
Callback Server.
36
Chapter 3: Voice Callback Configuration Options DN-Level Options
list
Default Value:
<empty string>
Valid Value:
<string>
Changes Take Effect: After restarting the application.
Required parameter giving the name of Calling List configuration option. This
Calling List option is used for persistent storage of callback requests.
term_dn
Default Value:
<empty string>
Valid Value:
<string>
Changes Take Effect: After restarting the application.
Optional parameter giving the name of the configuration object for the DN where calls are dropped. If this option is set to some DN value, the call flow changes.
Figure 2 shows the call flow for the configuration of Voice Callback
when option term_dn
is used and set to a valid DN name.
Universal Callback
Server
T-Server Universal Routing
Server
Callback Request Nofication
(EventRouteRequest
Connection ID 1)
RequestRouteCall
(Conn ID1)-route to term DN
RequestSetCallInfo
(Create Virtual Call)
EventCallInfoChanged
(New Conn ID 2)
Distribute EventPartyChanged
Conn ID1 to Conn ID 2
RequestRouteCall
Conn ID 2
Conn ID 1 is replaced with
Conn ID 2
RequestRouteCall
Conn ID 2
Figure 2: Callback Delivery Phase
37
Chapter 3: Voice Callback Configuration Options DN-Level Options
vrp
Default Value:
<empty string>
Valid Value:
<string>
Changes Take Effect: After restarting the application.
Required parameter giving the name of the Virtual Routing Point configuration object. This VRP is used for routing of virtual calls which represent callback requests.
Note:
You need to have created the Virtual Routing Point (VRP) before you can assign the value in the vrp
field.
vrp_location
Default Value:
<empty string>
Valid Value:
<string>
Changes Take Effect: After restarting the application.
Optional parameter giving the name of Switch configuration object, where
VRP specified in option vrp
resides
call_progress_orig_dn
Default Value: false
Valid Values: true, false, yes, no
Changes Take Effect: Immediately
Optional parameter that points to a DN which should be used as Call Progress
Origination DN in
Autodial mode when
RequestMakePredictiveCall
is used.
Note:
This option is configured under UCBServer or
<particular application name>
section in the DN intended to be used as Call
Progress Origination DN.
call_progress_trans_dn
Default Value:
<empty string>
Valid Value:
<DN name>
Changes Take Effect: Immediately
Optional parameter that points to a DN which should be used as Call Progress
Transfer DN in
Autodial mode when
RequestMakePredictiveCall
is used.
38
Chapter 3: Voice Callback Configuration Options CPD Server Options
stat_server
Default Value:
<empty string>
Valid Value: Name of the Stat Server Application object on the Universal
Callback Server
Connections tab.
Changes Take Effect: Immediately
Optional parameter: If you set no value for this option or do not define this option, Universal Callback Server uses first Stat Server listed on its
Connections tab. If you set value, Universal Callback Server will use this Stat
Server for particular DN.
CPD Server Options
CPD Server options are located in sections on the
Options
tab of the CPD
Server Application object in the Configuration Manager.
Each of these sections has its own set of configuration options:
•
General
•
Line-Side
•
Tones
These sections include new options that allow you to configure the 7.0 CPD
Server to meet the needs of your contact center.
For information about options that do not apply in release 7.1, see the section
.
Section: General
continuous-no-signal
Default Value:
20
Valid Value: Unsigned integer
Changes Take Effect: Immediately
Optional parameter that specifies the time, in seconds, of continuous silence
(no ringback timeout).
The next two options define the prefixes in the file names for two types of voice recording files.
39
Chapter 3: Voice Callback Configuration Options CPD Server Options
conversation-file-name-prefix
Default value: conv_
Valid value: An ASCII string
Changes Take Effect: Immediately
Required if voice recorded files are enabled for CPD Server: see cpdrecording
option. The file names for the voice files that CPD Server creates for outbound calls are structured as follows:
<Prefix>_<RecRef>_<PhoneNumber>_<Date>_<Time>_<Agent/CustPortNames>
Each of the variables in angle brackets is replaced by an alpha/numeric string.
The prefix in the file name is set by one of two CPD Server configuration options, depending on the type of file it names ( call result
or conversation
):
•
cpd-file-name-prefix for File 1 (default is cpd_
)
•
conversation-file-name-prefix
for File 2 (default is conv_
)
The value of the option conversation-file-name-prefix identifies File 2
( conversation
). This is a sample file name for a conversation voice file:
Conv__5551212_060703_060005_dtiB1T1_dtiB1T2.wav
cpd-file-name-prefix
Default Value: cpd_
Valid Value: An ASCII string
Changes Take Effect: Immediately
Required parameter if voice recorded files are enabled for CPD Server: see cpd-recording option. You can configure CPD Server to create two voice files for each outbound call that it dials on a Dialogic port. This option specifies the prefix in the file name for one type of recorded voice file. The value of the option cpd-file-name-prefix identifies File 1 (c
all result
).
The following is a sample file name for a call result voice file:
Call_Result__5551212_060703_060000_dtiB1T1.wav
cpd-recording
Default Value: false
Valid Values: yes, no, true, false
Changes Take Effect: Immediately
Optional parameter that indicates whether to record cpd (value = yes )
or not to record cpd (value = no
).
destination-busy-timeout
Default Value:
2000 (ms)
Valid Values:
<A numeric value representing milliseconds>
Changes Take Effect: Immediately
Optional parameter that prevents CPD Server from waiting indefinitely for the results of Call Progress Detection on a busy signal. CPD Server normally waits
40
Chapter 3: Voice Callback Configuration Options CPD Server Options for the following two indicators that show a dialed number is busy before it terminates Call Progress Detection:
•
Busy
call result from the Dialogic board
•
EventDestinationBusy from T-Server
Now, instead of CPD Server waiting indefinitely for a
Busy call result from both of these sources, this option, destination-busy-timeout , specifies the length of time (in milliseconds) that CDP Server will wait for confirmation
of
the call result from the second source after the first has arrived. When the timeout expires, CPD Server accepts the
Busy
call result as correct.
line-type
Default Value: No default value
Valid Values:
dm3, line-side, analogue, or
isdn string
Changes Take Effect: Immediately
Required parameter that specifies the following:
•
Type of line (Dialogic card) being used.
•
Type of protocol used to connect the Dialogic board to the switch or PSTN: for example, dm3, analogue, line-site, or ISDN.
max-number-ports-to-record
Default Value:
0
Valid Values:
0, 1. . .k
Changes Take Effect: Immediately
Optional parameter that supports the recording of two voice files in WAVE format for each outbound call that CPD Server dials:
•
File 1 contains the line recording for the Call Progress Detection stage.
•
File 2 records the conversation between an agent and the called party if the call result is
Answer
(
ASM
mode only).
CPD Server records these voice files on the Dialogic ports used for outbound dialing. Specific ports are not dedicated for reporting, but the number of ports to use for recording is configurable. The option max-number-ports-to-record specifies the maximum number of agent ports on which to record at the same time. A value of
1
or more activates a voice file recording on that number of ports concurrently. A value of
0
(zero) deactivates the voice file recording function.
CPD Server keeps track of the ports being recorded and stops recording when the specified number of ports are engaged for this purpose. CPD Server will not record on another port until one is disengaged. The number of times that the same call transfers from Agent DN to Agent DN does not increase the number of ports being used for the recording of that call. The call remains on the same port when it passes from agent to agent.
The value of the max-number-ports-to-record is limited by two factors:
41
Chapter 3: Voice Callback Configuration Options CPD Server Options
1. The number of configured recording ports.
2.
The hardware limit for the number of Dialogic ports per box.
For example: switch
DNs
'location_name' regular engaging recording dxxxB1 dxxxB1C1 dxxxB2C2
You configure the option max-number-ports-to-record
in the CPD Server
Application object in Configuration Manager.
Note:
The extended port usage for recording might necessitate the allocation of more Dialogic resources, that is, an increased number of ports to be used for outbound dialing in general.
location
Default Value: No default value
Valid Value: String
Changes Take Effect: Immediately
Required parameter that specifies the name of the folder under the DN section where the configuration is stored.
off-hook-delay
Default Value:
-1
Valid Value: Integer
Changes Take Effect: Immediately
Optional parameter that specifies the delay, in seconds, between off-hook and tmakecall:
•
negative: off-hook, then tmakecall
•
positive:
tmakecall, then
off-hoo k
off-hook-timeout
Default Value:
1
Valid Value: Unsigned integer
Changes Take Effect: Immediately
Optional parameter that specifies the time to wait, in seconds, before assuming off-hook state of channel.
42
Chapter 3: Voice Callback Configuration Options CPD Server Options
on-hook-timeout
Default Value:
1
Valid Values: Unsigned integer
Changes Take Effect: Immediately
Optional parameter that specifies the time to wait, in seconds, before assuming on-hook
state of channel.
out-of-service-attempts
Default Value:
2
Valid Value: Unsigned integer; minimum
2
Changes Take Effect: Immediately
Optional parameter that specifies the number of failed attempts to use a port
(channel) before CPD Server marks it out of service.
out-of-service-timeout
Default Value:
1
Valid Value:
<unsigned integer with no upper limit restrictions; minimum 0>
Changes Take Effect: Immediately
Optional parameter that specifies the amount of time (in minutes) that CPD
Server will wait before trying to use an out-of-service port again. If the value is
0
, then CPD Server ignores out-of-service conditions and continues to attempt to use the port.
sit-detection
Default Value: yes
Valid Values: yes, no, false, true
Changes Take Effect: Immediately
Optional parameter that defines the SIT signal parameters in the Dialogic
DX_CAP
data structure to enable CPD Server to identify a SIT signal more easily.
Controls SIT detection under the following conditions: SIT is disabled, and tscall
is enabled to determine from the
EventDestinationBusy
if a number is valid.
tscall
Default Value: no
Valid Values:
yes, no, true, false
Changes Take Effect: Immediately
Required parameter that indicates whether to send a request to T-Server
( tscall = yes
) or to Dialogic board ( tscall = no
) to make a call.
43
Chapter 3: Voice Callback Configuration Options CPD Server Options
tsclear
Default Value: no
Valid Values: yes, no, true, false
Changes Take Effect: Immediately
Optional parameter that controls the way a call is released. If this option is set to
yes , a
RequestClearCall
(G3 specific) is issued to release an active call.
This option is useful, but not required, if a two-step transfer fails on a G3 switch.
wait-off-hook
Default Value:
no
Valid Values: yes, no, true, false
Changes Take Effect: Immediately
Optional parameter that indicates whether to wait ( wait-off-hook = yes
) or not to wait ( wait-off-hook = no
) for an off-hook event from T-Server.
Section: Line-Side
off-hook-bit-mask
Default Value: a-on;b-on;
Valid Values: String (bit value), as shown below:
a-off;b-on; a-off;b-off
; a-on;b-off;
a-on;b-on;
Changes Take Effect: Immediately
Optional parameter that specifies the mask for a t1/e1 line that is off-the-hook.
on-hook-bit-mask
Default Value: a-off;b-on;
Valid Values: String:
a-off;b-on; a-off;b-off; a-on;b-off;
a-on;b-on;
Changes Take Effect: Immediately
Optional parameter that specifies the mask for a t1/e1 line that is on-the-hook.
44
Chapter 3: Voice Callback Configuration Options CPD Server Options
rcv-idle-bit-mask
Default Value: a-off;b-on;
Valid Values: String:
a-off;b-on;
a-off;b-off; a-on;b-off;
a-on;b-on;
Changes Take Effect: Immediately
Optional parameter that specifies the mask that indicates a t1/e1 line in an idle state.
snd-idle-bit-mask
Default Value: a-off;b-on;
Valid Values: String:
a-off;b-on; a-off;b-off;
a-on;b-off;
a-on;b-on;
Changes Take Effect: Immediately
Optional parameter that specifies the mask that the Dialogic board sends to a switch to make a t1/e1 line idle.
Section: Tones
A tone can represent a:
•
Busy signal.
•
Dial tone.
•
Fax machine.
•
Ringback.
•
Beep signal.
Within each of those broad categories of tones, there are specific types of tones, such as a local dial tone or an international dial tone. See
Options” below for a list of specific tones.
Tone Options
There is a Dialogic option for each type of tone, which the Genesys configuration environment recognizes. These are the
Tone options:
•
busy-tone-1
•
busy-tone-2
•
disconnect-tone
45
Chapter 3: Voice Callback Configuration Options CPD Server Options
•
extra-dial-tone
•
fax-tone-1
•
fax-tone-2
•
forth-tone
•
intl-dial-tone
•
local-dial-tone
•
ring-back-tone-1
•
ring-back-tone-2
•
sit-tone
Tone Parameters
A series of numbers separated by semicolons represent these nine parameters for each tone:
•
frequency of first tone
•
frequency deviation for first tone
•
frequency of second tone
•
frequency deviation for second tone
•
on duration
•
ontime deviation
•
off duration
•
offtime deviation
•
repetition count
Note:
All parameters inside string values for CPD Server options are separated by semicolons.
For examples of
Tone
parameters, see the default values for the following
Tone options.
busy-tone-1
Default value:
500;200;0;0;55;40;55;40;4;
Valid Values: A string of numbers separated by semicolons representing the nine
Tone
parameters (see “Tone Parameters” on page 46 ).
Changes Take Effect: Immediately
Optional parameter that defines a template for the first busy tone.
46
Chapter 3: Voice Callback Configuration Options CPD Server Options
busy-tone-2
Default Value:
500;200;500;200;5;40;55;40;4;
Valid Values: A string of numbers separated by semicolons representing the nine
Tone
parameters (see “Tone Parameters” on page 46
).
Changes Take Effect: Immediately
Optional parameter that defines a template for the second busy tone.
disconnect-tone
Default Values:
500;200;500;200;55;40;55;40;10;
Valid Values: A string of numbers separated by semicolons representing the nine
Tone
parameters.
Changes Take Effect: Immediately
Optional parameter that defines a template for the disconnect tone.
extra-dial-tone
Default Value:
401;125;401;125;0;0;0;0;0;
Valid Values: A string of numbers separated by semicolons representing the nine
Tone
parameters (see “Tone Parameters” on page 46
”).
Changes Take Effect: Immediately
Optional parameter that defines a template for an extra dial-tone.
fax-tone-1
Default Value:
2150;150;0;0;25;-25;0;0;0;
Valid Values: A string of numbers separated by semicolons representing the nine
Tone
parameters (see “Tone Parameters” on page 46
).
Changes Take Effect: Immediately
Optional parameter that defines a template for the first FAX tone.
fax-tone-2
Default Value:
1100;50;0;0;25;-25;0;0;0;
Valid Values: A string of numbers separated by semicolons representing the nine
Tone
parameters (see “Tone Parameters” on page 46
).
Changes Take Effect: Immediately
Optional parameter that defines a template for a second FAX tone.
forth-tone
Default Value:
0;0;0;0;0
Valid Values: A string of numbers separated by semicolons representing these
Tone
parameters: (see “Tone Parameters” on page 46 ).
•
Frequency of first tone:
Frequency range: 200 Hz to 4000 Hz
Frequency resolution: 1 Hz
•
Amplitude of first tone:
47
Chapter 3: Voice Callback Configuration Options CPD Server Options
(E-1) -40 dBm0 to +0 dBm per tone nominal
(T-1) -43 dBm0 to -3 dBm per tone nominal
•
Frequency of second tone:
Frequency range: 200 Hz to 4000 Hz
Frequency resolution: 1 Hz
•
Amplitude of second tone:
(E-1) -40 dBm0 to +0 dBm per tone nominal
(T-1) -43 dBm0 to -3 dBm per tone nominal
•
Duration: 10 millisecond increments
Changes Take Effect: Immediately
Optional parameter in which the forth-tone option turns on or off a beep signal that alerts an agent immediately before a customer is connected to that agent.
When an agent is in the engaged mode and waiting to be connected to a customer, this low-frequency tone notifies the agent that a connection is imminent. The tone frequency, duration, and amplitude of the signal are configurable.
CPD Server supports this signal on DM3 hardware only.
intl-dial-tone
Default Value:
402;125;402;125;0;0;0;0;0;
Valid Values: A string of numbers separated by semicolons representing the nine
Tone
parameters (see “Tone Parameters” on page 46
).
Changes Take Effect: Immediately
Optional parameter that defines a template for an international dial-tone.
local-dial-tone
Default Value:
400;125;400;125;0;0;0;0;0;
Valid Values: A string of numbers separated by semicolons representing the nine
Tone
parameters (see “Tone Parameters” on page 46 ).
Changes Take Effect: Immediately
Optional parameter that defines a template for a local dial-tone.
ring-back-tone-1
Default Value:
450;150;0;0;130;105;580;415;0;
Valid Values: A string of numbers separated by semicolons representing nine
Tone
parameters (see “Tone Parameters” on page 46 ).
Changes Take Effect:
Optional parameter that defines a template for the first ring-back tone.
48
Chapter 3: Voice Callback Configuration Options CPD Server Options
ring-back-tone-2
Default Value:
450;150;450;150;130;105;58;0;415;0;
Valid Values: A string of numbers separated by semicolons representing nine
Tone
parameters (see “Tone Parameters” on page 46 ).
Changes Take Effect: Immediately
Optional parameter that defines a template for a second ring-back tone.
sit-tone
Default Value:
900;1000;5;0;0;0;0;0;0;
Valid Values: A string of numbers separated by semicolons representing
Tone parameters.
Changes Take Effect: Immediately
Optional parameter that defines the
SIT
signal parameters in the Dialogic
DX_CAP data structure.
Note:
Please note that SIT tone definitions should be customized only if the default settings are inappropriate for your particular system.
use-busy2-as-nu-tone
optional
Default Value: no, false
Valid Values: no, false, yes, true
Optional parameter that is located in the Tones section of the CPD Server and controls the way the
Busy2 tone is detected. This options enables detection of a
NU
(Number Unobtainable) tone by using the
Busy2
tone. When this option is set to yes, the
NU
tone call result is assigned to all
Busy2
tone-detected calls.
49
Chapter 3: Voice Callback Configuration Options CPD Server Options
50
Chapter
4
Communication Protocols
The information in this chapter is divided among the following topics: z
Events in Voice Callback, page 52
z z z
Desktop-Specific Interactions, page 74
z z
Introduction
This chapter explains the communication protocols for VCB. There are three major originations for callback requests: IVR, Web, and Agent Desktop.
•
Agent desktop software can send requests to Universal Callback Server, and Universal Callback Server can send information and acknowledgments to the agent desktop. In that case, User Events are used for information.
The
Autodial
mode uses the same communication protocol.
•
Information can be transmitted from the IVR, through Universal Callback
Server and T-Server, to the agent desktop and back again until the transaction is complete.
•
Callbacks can be ordered and processed through the Web API Server. The
Web interface provides voice callback submission and management and allows users to request callbacks from the website using the Browser.
51
Chapter 4: Communication Protocols Structural Overview
Structural Overview
The Universal Callback Server is responsible for callback request processing in a contact center. A typical Genesys system also consists of agent desktops, a
T-Server, an IVR, and a Web API application.
A central component of the system is T-Server, a computer-telephony integration (CTI) server that provides a transport layer for all telephony information for the system. All information to and from the agent desktop and other servers passes through T-Server in the form of events.
VCB can process callback requests originating from the Web, using a Web interface that enables callback ordering and management via the Web API
Server. See “Web API Protocol” on page 71
.
Every call has 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.
Event Overview
User Events
Telephony Events
There are two types of events in the Genesys system: user and telephony.
These include attached
UserData
, and are messages that provide a documented protocol of the interactions between Universal Callback Server and the agent’s desktop application.
These are sent by T-Server and indicate changes in the call status. Every telephony event contains
UserData which also could be VCB-related. For example, an agent receives notice (
TEventEstablish
) from T-Server that a call has been established and receives attached data along with this event.
Events in Voice Callback
z z z z z z z z
The following topics are discussed in this section:
VCB Client-Server Protocol, page 53
Characteristics of Event Structures, page 53
Predefined Attributes, page 54
Callback Interaction Attribute Names, page 60
Web API Requests and VCB Responses, page 71
Interaction Sequences, page 74
52
Chapter 4: Communication Protocols Events in Voice Callback
VCB Client-Server Protocol
The client-server protocol in VCB is based on
UserEvents
, which are conveyed by T-Server(s). See
.
VCB Client
T-Server
(I Server)
VCB Server
RequestDistributeUserEvent
EventUserEvent
RequestDistributeUserEvent
EventUserEvent
Figure 3: User Events Distribution
Characteristics of Event Structures
There are two types of user events: requests
and responses.
•
Requests have this Key-Value pair:
VCB_USER_EVENT_REQUEST <Request Type>
•
Responses have this Key-Value pair:
VCB_USER_EVENT_RESPONSE <Request Type>
53
Chapter 4: Communication Protocols Events in Voice Callback
Predefined Attributes
shows the reserved Attribute names for these events.
Table 5: Reserved Attribute Names
Key Value
VCB_USER_EVENT_REQUEST Request identifier for any request
VCB_USER_EVENT_RESPONSE Response identifier for any response.
VCB_MEDIA Media type
Type
String
Description
Request (procedure) name
String Name of corresponding response (procedures)
String “Voice” if not specified upon callback submission
(Corresponds to “media” attribute in Web API callback request)
VCB_RESPONSE_TYPE
VCB_ATTEMPTS
0
, Acknowledge
1
, SingleResult
2
, MultipleResult
3
, MultipleResultEnd
4
, Error
Completed number of attempts
Int
Int
Type of response
Current attempt number.
VCB_INTERACTION_ID Unique Interaction ID in a form of Alphanumeric string
String Interaction ID of the interaction created by
Universal Contact
Server
VCB_TARGET_APPLICATION_ID Application ID
The value
0
means that the receiver of the event is unspecified. In this case, any
Universal
Callback Server registered on the designated DN will process the
UserEvent
.
Int The ID of the application to which the interaction is sent
54
Chapter 4: Communication Protocols Events in Voice Callback
Table 5: Reserved Attribute Names (Continued)
Key
VCB_ORIGIN_APPLICATION_ID Application ID
The value
0
means that the sender of the event is an unspecified application, but it will be processed.
Int
VCB_REFERENCE_ID Unique request identifier during a session
Int
VCB_CALL_RESULT
Value Type
0
, Ok
3
, General Error
4
, System Error
6
, Busy
7
, No Answer
8
, SIT Detected
9
, Answering Machine
10
, All Trunks Busy
11
, SIT Invalid Num
12
, SIT Vacant (Vacant
Code)
13
, SIT Oper Intercept
14
, SIT Unknown
15
, SIT No Circuit
16
, SIT Reorder
17
, Fax Detected
21
, Abandoned
26
, Dropped
27
, Dropped No Answer
28
, Unknown
32
, Silence
33
, Answer
34
, NUTone
Int
Description
The ID of the application from which the interaction begins
The unique ID of the request, maintained throughout the session by the requestor
55
Chapter 4: Communication Protocols Events in Voice Callback
Table 5: Reserved Attribute Names (Continued)
Key Value
VCB_CALL_RESULT (continued)
35
, NoDialTone
36
, NoProgress
37
, NoRingBack
38
, No Established
39
, Pager Detected
40
, Wrong Party
41
, Dial Error
42
, Call Drop Error
43
, Switch Error
44
, No Free Port Error
45
, Transfer Error
46
, Stale
47
, Agent CallBack
Error
48
, Group CallBack
Error
VCB_ERROR_CODE Error Code. See
VCB_ERROR_NAME
VCB_CURRENT_DN
VCB_CONTACT
VCB_SUBMIT
Type
Int
Description
Error Name
DN Number
String of digits
0 = Not submitted
1 = Submitted successfully
2 = Request to submit
Int Is present when
VCB_RESPONSE_TYPE = 4
(“Error”)
String Is present when
VCB_RESPONSE_TYPE = 4
(“Error”)
String DN on which the callback request is currently residing
String Contact number, such as phone number
String If value is
2
, then IVR requests to submit a callback. If value is
1
, the callback request is successfully submitted. If value is
0
,
Universal Callback
Server
rejected the callback request.
56
Chapter 4: Communication Protocols Events in Voice Callback
Table 5: Reserved Attribute Names (Continued)
VCB_TYPE
Key Value
0
, Unknown
1
, ASAP
2
, Scheduled
Queue name
Type Description
String Callback Type
VCB_QUEUE
VCB_STAGE
0
, Unknown
1
, Queued
2
, NotQueued
String Queue name used to define search
Int Used to define search condition by stage of callback request processing.
Queued
means that callback request is in a queue waiting to be distributed.
VCB_ROUTING_POINT Name of Routing Point associated with Voice
Callback Service
String To specify Routing Point in request to
Universal Callback
Server
VCB_ROUTING_POINT_DESCR Description of Routing
Point associated with
Voice Callback Service
String Description that the agent may use to assign an agent-created callback request to most appropriate queue
VCB_LOCATION Name of Switch String To specify
Location
in request to
Universal Callback Server
VCB_DATE_TIME MMDDYYYYHHMM String Date/time to schedule callback
VCB_END_DATE_TIME
VCB_EWT
VCB_EWT_TIME
MMDDYYYYHHMM String Date/time when callback request delivery interval finishes
HHMM String Estimated Waiting Time
(EWT) calculated for callback offering
MMDDYYYYHHMM String Date/Time when EWT was estimated
57
Chapter 4: Communication Protocols Events in Voice Callback
Table 5: Reserved Attribute Names (Continued)
Key
VCB_EWT_OBJECTID
VCB_ORIGIN
VCB_TZ_NAME
VCB_STATUS
VCB_QUERY_COUNT
VCB_QUERY_INDEX
VCB_LICENSES
Value
ObjectID in form
<DN
Name>@<Switch Name>
0
, Unknown
1
, IVR
2
, Web
3
, Desktop
Time Zone name
0
, Unknown
1
, Available
2
, Not Available
0...
1...
0 . . . N
Type Description
String Application responsible for initial EWT retrieval and announcement (usually IVR or
Router) may specify ObjectID in
UserData
of call or corresponding
UserEven t, and
Universal Callback Server will use EWT for this object to process
Scheduled
callback. If object is specified in
UserData
, it overrides Virtual Routing
Point object specified in
Routing Point’s options.
String Callback origin: party that requested callback.
String Configuration Server TZ Name
(usually standard three-letter abbreviation, such as PST)
String Availability of callback service
Int
Int
Number of callback requests returned by
RequestCallbackQuery
Index of callback request in
Query Result Set
String Additional attribute that
Universal Callback Server appends to
UserData
in response to
Request for
Service availability.
Number of licenses currently available.
58
Chapter 4: Communication Protocols Events in Voice Callback
Table 5: Reserved Attribute Names (Continued)
Key
VCB_LICENSE_REF
VCB_RECORDED_DATA
VCB_RECORD_HANDLE
0
Value Type Description
String Optional. If Value=
0
,
Universal Callback Server recognizes it as a request for license lock. Upon processing of
Request for Service availability,
Universal
Callback Server
updates this value by unique reference ID of license lock. If callback submission request contains that attribute with valid reference ID, this request will be accepted.
Full path to voice file recorded during callback offering.
String This attribute contains full names of the voice files in
.vox
format, delimited by ";".
Network configuration provides ability for CPD Server to access these files for readonly.
CPD Server plays them all sequentially upon establishing an outbound call to customer.
This attribute may present in
UserData
attached to call or in
Client-Server protocol request,
RequestCallbackAdd
.
Unique callback request identifier in a form of numeric string.
String Unique callback request identifier created by Universal
Callback Server.
59
Chapter 4: Communication Protocols Events in Voice Callback
Callback Interaction Attribute Names
Universal Callback Server works with Universal Contact Server to create, update, and close callback interactions. Table 6 shows attributes required for callback interaction.
Table 6: Callback Interaction Attribute Names
Attribute
Status
CallResult
UserData
StartTime
EndTime
CustomerNumber
DN
Location
Attempt
CallbackServerID
Type
InteractionID
TenantID
ExternalID
TimeShift
Subject
Attribute Name
VCB_STATUS
VCB_CALL_RESULT
N/A
VCB_DATE_TIME
VCB_END_DATE_TIME
VCB_CONTACT
VCB_ROUTING_POINT
VCB_LOCATION
Description
.
Entire
UserData from callback request.
.
Addition to 6.5-7.0
.
VCB_ATTEMPTS
N/A
Name of RP selected for this callback processing
Name of switch selected for this callback processing
Current attempt number
ID of Universal Callback Server Application in configuration.
VCB_TYPE
VCB_INTERACTION_ID
N/A
0, “Unknown”
1, “ASAP”
2, “Scheduled”
Unique ID of an interaction created by Universal
Contact Server.
ID of a Tenant Configuration Object, which belongs to the call center where callback request processing is being done.
VCB_RECORD_HANDLE
.
VCB_TZ_SHIFT Time Zone shift calculated from
.
VCB_TZ_NAME
.
VCB_SUBJECT String specifying subject
60
Chapter 4: Communication Protocols Events in Voice Callback
Request Types
Table 7
shows the request types in
VCB_USER_EVENT_REQUEST:
Table 7: VCB_USER_EVENT_REQUEST Types
REQUEST TYPE Description
RequestCallbackServiceStatus Description
Universal Callback
Server
action
Mandatory fields
Additional fields
Action
Client sends this request to
Universal
Callback Server
to determine the availability of Voice Callback service. If
Routing Point is not specified in this request,
Universal Callback Server
sends back multiple responses with information about each Routing Point configured for
Callback Service.
Sends back corresponding responses with requested information
VCB_ORIGIN_APPLICATION_ID
VCB_REFERENCE_ID
VCB_STATUS: 0
VCB_LICENSE_REF
• If value =
0
, Universal Callback Server recognizes it as a request for license lock.
Upon processing Request for Service availability, Universal Callback Server updates this value by a unique reference
ID of license lock. If callback submission request contains that attribute with valid reference ID, this request is accepted.
VCB_ROUTING_POINT
VCB_LOCATION
61
Chapter 4: Communication Protocols Events in Voice Callback
Table 7: VCB_USER_EVENT_REQUEST Types (Continued)
REQUEST TYPE
RequestCallbackQuery
RequestCallbackQueryResult
Description
Description
Universal Callback
Server
action
Mandatory fields
Additional fields
Description
Universal Callback
Server
action
Mandatory fields
Additional fields
Action
Client sends this request to
Universal
Callback Server
to find callback requests that satisfy search conditions.
Sends back corresponding response with query result (number of callback requests found) and
VCB_RESPONSE_TYPE = 0
(Acknowledge)
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
At least one of the following:
VCB_CONTACT
VCB_TYPE
VCB_ROUTING_POINT
VCB_LOCATION
Any fields that have to be included in search conditions
Client sends this request to
Universal
Callback Server
to retrieve callback request by index in Query Result Set
Sends callback request back to Client
(
CallbackQueryResult
)
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_Query_INDEX
At least one of the following:
VCB_CONTACT
VCB_TYPE
VCB_ROUTING_POINT
VCB_LOCATION
Not specified
62
Chapter 4: Communication Protocols Events in Voice Callback
Table 7: VCB_USER_EVENT_REQUEST Types (Continued)
REQUEST TYPE
RequestCallbackCancel
RequestCallbackReschedule
Description
Description
Universal Callback
Server
action
Mandatory fields
Additional fields
Description
Universal Callback
Server
action
Mandatory fields
Additional fields
Action
Client sends this request to
Universal
Callback Server
to cancel callback request.
Deletes callback request and sends back corresponding response with
VCB_RESPONSE_TYPE = 0 (Acknowledge)
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RECORD_HANDLE
(or
VCB_CONTACT
)
VCB_LOCATION and
VCB_ROUTING_POINT are mandatory when
RequestCallbackCancel contains
VCB_CONTACT
(not
VCB_RECORD_HANDLE)
.
Not specified
Client sends this request to
Universal
Callback Server
to reschedule callback request.
Reschedules callback request and sends back corresponding response with
VCB_RESPONSE_TYPE = 0 (Acknowledge)
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RECORD_HANDLE
VCB_CALL_RESULT
VCB_DATE_TIME
VCB_TZ_NAME
Not specified
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Chapter 4: Communication Protocols Events in Voice Callback
Table 7: VCB_USER_EVENT_REQUEST Types (Continued)
REQUEST TYPE
RequestCallbackAdd
Description
Description
Action
Client sends this request to add callback request.
Creates Callback Request object
Universal Callback
Server
action
Mandatory fields
RequestCallbackPreview
Additional fields
Description
Desktop action
Mandatory fields
Additional fields
VCB_CONTACT
VCB_TYPE
VCB_ORIGIN
VCB_ROUTING_POINT
VCB_LOCATION
VCB_ORIGIN_APPLICATION_ID
VCB_REFERENCE_ID
VCB_TARGET_APPLICATION_ID
VCB_LICENSE_REF
VCB_RECORDED_DATA
Any user-defined fields and default field values (if not specified in a request):
VCB_DATE_TIME
(if scheduled)
VCB_TZ_NAME
(if scheduled)
Universal Callback Server
sends callback request to agent desktop.
Sends back
Acknowledge
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RECORD_HANDLE
VCB_CONTACT
VCB_CALL_RESULT
All
UserData
attributes from callback request.
Any user-defined fields
64
Chapter 4: Communication Protocols Events in Voice Callback
Table 7: VCB_USER_EVENT_REQUEST Types (Continued)
REQUEST TYPE
RequestCallbackProcessed
RequestCallbackReject
Description
Description
Universal Callback
Server
action
Mandatory fields
Additional fields
Description
Universal Callback
Server
action
Mandatory fields
Additional fields
Action
Agent desktop submits record-processing result to
Universal Callback Server
.
Sends back corresponding response with
VCB_RESPONSE_TYPE = 0 (Acknowledge) and either updates corresponding callback record in DB as final or applies treatment if specified in configuration.
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RECORD_HANDLE
VCB_CALL_RESULT
Any user-defined fields
Agent desktop sends this request to
Universal Callback Server
to reject a callback record.
Sends
Acknowledgement
to desktop.
Submits callback request to another agent.
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RECORD_HANDLE
Not specified
65
Chapter 4: Communication Protocols Events in Voice Callback
Response Types
The responses in
VCB_USER_EVENT_RESPONSE
are in
Table 8
.
Table 8: VCB_USER_EVENT_RESPONSE Types
Response Type
RequestCallbackAdd
Description
Description
Client action
Mandatory fields
Additional fields
Action
Universal Callback Server
sends this response to VCB Client to confirm that the request has been processed.
Not specified
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RESPONSE_TYPE
(Acknowledge)
VCB_ERROR_CODE
VCB_ERROR_NAME
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Chapter 4: Communication Protocols Events in Voice Callback
Table 8: VCB_USER_EVENT_RESPONSE Types (Continued)
Response Type Description
RequestCallbackServiceStatus Description
Client action
Mandatory fields
Additional fields
Action
Universal Callback Server
sends this response to Universal Callback Server Client to confirm the availability of Voice Callback service.
Performs callback request processing
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_STATUS: 0 or 1
• If value =
0
, availability of Service is not determined yet.
VCB_LICENSES:
Number of licenses currently available
If
VCB_LICENSE_REF with value
0
was in request
VCB_LICENSE_REF=<license lock refID>
If Routing Point was specified in request,
VCB_RESPONSE_TYPE=1
(SingleResult)
If Routing Point was not specified in request,
VCB_RESPONSE_TYPE=2
(MultipleResult) or
VCB_RESPONSE_TYPE=3
(MultipleResultEnd)
If Routing Point was not specified,
VCB_LOCATION
VCB_ROUTING_POINT
VCB_ROUTING_POINT_DESCR
VCB_ROUTING_POINT
VCB_LOCATION
VCB_ERROR_CODE
VCB_ERROR_NAME
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Chapter 4: Communication Protocols Events in Voice Callback
Table 8: VCB_USER_EVENT_RESPONSE Types (Continued)
Response Type
RequestCallbackQuery
Description
Description
Client action
Mandatory fields
Additional fields
RequestCallbackQueryResult Description
Client action
Mandatory fields
Additional fields
Action
Universal Callback Server
sends this response back to Client to acknowledge query execution and to provide number of callback requests in the result set.
Sends back
RequestCallbackQueryResult
to request Query Result by Index
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RESPONSE_TYPE=0
(Acknowledge)
VCB_QUERY_COUNT
VCB_ERROR_CODE
VCB_ERROR_NAME
Universal Callback Server sends this response to a Client’s
CallbackRequestQuery
.
Collects date
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RESPONSE_TYPE=1
(SingleResult)
VCB_RECORD_HANDLE
VCB_CURRENT_DN
VCB_QUERY_INDEX
UserData
VCB_ERROR_CODE
VCB_ERROR_NAME
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Chapter 4: Communication Protocols Events in Voice Callback
Table 8: VCB_USER_EVENT_RESPONSE Types (Continued)
Response Type
RequestCallbackCancel
Description
Description
Client action
Mandatory fields
Additional fields
RequestCallbackReschedule Description
Client action
Mandatory fields
Additional fields
Action
Universal Callback Server
sends this response to UCB Client to confirm cancellation of callback request.
Waits for next callback request
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RESPONSE_TYPE=0
(Acknowledge)
VCB_RECORD_HANDLE
(or VCB_CONTACT)
VCB_ERROR_CODE
VCB_ERROR_NAME
Universal Callback Server sends this response to the Client’s request for
Universal Callback
Server to reschedule callback request.
Waits for next callback request
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RESPONSE_TYPE=0
(Acknowledge)
VCB_RECORD_HANDLE
VCB_ERROR_CODE
VCB_ERROR_NAME
69
Chapter 4: Communication Protocols Events in Voice Callback
Table 8: VCB_USER_EVENT_RESPONSE Types (Continued)
Response Type
RequestCallbackPreview
Description
Description
Universal
Callback Server action
Mandatory fields
Action
Agent desktop confirms that callback request has been received and processed.
Stop call_preview_agent_ack_timeout
timer.
Wait for further events from desktop.
RequestCallbackProcessed
RequestCallbackReject
Additional fields
Description
Desktop action
Mandatory fields
Additional fields
Description
Desktop action
Mandatory fields
Additional fields
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RESPONSE_TYPE=0
(Acknowledge)
VCB_RECORD_HANDLE
Not specified
Universal Callback Server
sends this response to the agent desktop to confirm that the corresponding request has been processed.
Wait for next callback from Universal Callback
Server
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID VCB_REFERENCE_ID
VCB_RESPONSE_TYPE = 0
(Acknowledge)
VCB_RECORD_HANDLE
Not specified
Universal Callback Server
sends this response to the desktop to confirm that the corresponding request has been processed.
Wait for next callback from Universal Callback
Server
.
VCB_ORIGIN_APPLICATION_ID
VCB_TARGET_APPLICATION_ID
VCB_REFERENCE_ID
VCB_RESPONSE_TYPE = 0
(Acknowledge)
VCB_RECORD_HANDLE
Not specified
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Chapter 4: Communication Protocols Web API Protocol
Web API Protocol
The Web API Server enables Web processing of callback requests and orders.
For further information on Web API protocol, see Multi-Channel Routing
Event Media Deployment Guide.
Web API Requests and VCB Responses
Table 9 shows the mandatory and optional attributes for Web API requests. For description of protocol needed for implementation, see the diagrams in the
“Architecture” chapter in the Voice Callback Deployment Guide.
Table 9: Web API Requests
Type
Request for Callback
Request to Cancel Callback
Request to Search for Callback
Mandatory
Attributes
• refid
—reference
ID, type string
• contact
—customer phone number, type string
Optional Attributes
• media
—media type ( voice
or voip
)
• starttime
—scheduled time in form
MM/DD/YYYY HH:MM HH:MM
(UTC, with Timezone Offset). If absent, callback will be processed
ASAP.
• endtime
—time when callback processing should be stopped regardless of Treatments. If absent, value configured in VCB option will be used.
• kvlist
—key-value pairs entered by customer or provided by application.
• refid
— reference
ID, type string
• contact
—customer phone number, type string or
• reqid
—unique ID of callback request, type string
• kvlist
—key-value pairs entered by customer or provided by application.
• refid
—reference
ID, type string
• contact
—customer phone number, type string
• reqid
—unique ID of callback request, type string
• media
—media type ( voice
or voip
)
• isdone—accomplishment status of callback request, type boolean
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Chapter 4: Communication Protocols Web API Protocol
Table 9: Web API Requests (Continued)
Type Mandatory
Attributes
Request for Callback Information • refid
—reference
ID, type string
Request for Statistical
Information
Optional Attributes
• refid
—reference
ID, type string
• reqid
—unique ID of callback request, type string or
• contact
—customer phone number, type string
•
Contact
—customer phone number, type string or
• reqid
—unique ID of callback request, type string
• kvlist
—key-value pairs entered by customer or provided by application
Table 10 shows the mandatory and optional attributes for VCB responses:
Table 10: VCB Responses
Type
Acknowledgement
Response
Error Response
Mandatory Attributes
• refid
—reference ID, type string
Optional Attributes
• reqid
—unique ID of callback request, type string
Response for “search”
Request
Item of Response for
“search” Request
• refid
— reference ID, type string
• errcode—code of error, type int
• refid
—reference ID, type string
• req
—sequence of items
• reqid
—unique ID of callback request, type string
• contact
—customer phone number, type string
• media
—media type (voice or voip)
• starttime
—scheduled time
• endtime
—time when callback processing should be stopped
• isdone
—accomplishment status of callback request, type boolean
• status
—callback current status, type string
72
Chapter 4: Communication Protocols Error Codes
Table 10: VCB Responses (Continued)
Type
Request for “getinfo”
Request
Response for “getstat”
Request
Mandatory Attributes
• refid
—reference ID, type string
• reqid
—unique ID of callback request, type string
• contact
—customer phone number, type string
• media—media type (voice or voip)
• refid
—reference ID, type string
• queueewt—EWT for queue
Optional Attributes
• starttime
—scheduled time
• endtime
—time when callback processing should be stopped
• kvlist
—key-value pairs entered by customer or provided by application
Error Codes
Table 11 shows the error codes pertaining to callback requests.
Table 11: Error Codes
VCB_ERROR
Invalid Request
Invalid Request Data
VCB_ERROR_CODE Description
100 Invalid request type
101 Some mandatory keys are missed OR
Routing information is not provided, and there is no default routing point.
Error occurs when mandatory attribute (for example,
VCB_CONTACT
) is missing from the request.
Invalid Attribute Value 102 Received request has attribute with incorrect value, such as incorrect time format.
VCB_ERROR_NAME
contains the description.
Time zone not found Invalid Attribute Value 102
Record not found 103
Call Already Processed 104
DB Error
AddRecordError
105
106
ScheduledRecordError 108
Error number 103 is no longer used.
Received request refers to callback request already processed.
Cannot execute the request due to DB error
Cannot add the record
Error reschedule a record
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Chapter 4: Communication Protocols Desktop-Specific Interactions
Table 11: Error Codes (Continued)
VCB_ERROR
Waiting for Black List
Opening
Number Blocked
No License Available 111
TimeNotInSOH 112
VCB_ERROR_CODE Description
109
110
Not connected to the database containing Black
List table
Phone number blocked for dial
No license available
Scheduled time is out of the operating hours.
Desktop-Specific Interactions
The Agent Desktop Application is a particular case of a Universal Callback
Server Client application. Thus, it uses VCB Client-Server protocol to interact with Universal Callback Server. These requests and their corresponding responses are desktop-specific and may not be used by other clients:
•
RequestCallbackPreview
Callback request data that Universal Callback Server sends to the Agent
Desktop Application
•
RequestCallbackProcessed
Results of this callback request, which the Agent Desktop Application processes and sends back to Universal Callback Server
In the
Autodial mode, the desktop receives the callback information as data attached to one of these two T-Server events:
•
EventDialing
(direct autodial)
•
EventRinging
(CPD autodial)
Interaction Sequences
This section provides several examples of the Universal Callback Server-
Agent Desktop protocol for handling callback requests. The first three examples occur in
Preview
dialing mode, in which Universal Callback Server submits the request to the Agent Desktop. The agent then has an opportunity to review the customer’s record and either to accept or reject the call prior to dialing. The last two examples demonstrate how callback requests are handled in
Autodial mode.
•
Preview
dialing mode
Callback Request Accepted
Callback Request Rejected
Callback Request Query
•
Autodial mode
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Chapter 4: Communication Protocols Desktop-Specific Interactions
Direct Autodial
Autodial through CPD Server
Callback Request Accepted
Figure 4 shows the protocol for a callback request that Universal Callback
Server, in
Preview dialing mode, submits to the agent desktop. The agent:
•
Acknowledges the request.
•
Previews the customer’s record.
•
Dials the number.
•
Informs Universal Callback Server of the call result.
Universal Callback Server acknowledges the outcome (callback request processed or cancelled), as reported by the desktop.
Universal Callback
Server
Agent Desktop
CallbackRequest
CallbackRequestAcknowledge
Dialing, any
CallResult
CallRequestProcessed (Call Result) or CallbackRequestCancel
ACK
Figure 4: Preview Dialing Mode: Callback Request Accepted
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Chapter 4: Communication Protocols Desktop-Specific Interactions
Callback Request Rejected
Figure 5 shows the Universal Callback Server-Agent Desktop protocol for a
callback request that Universal Callback Server, in
Preview
dialing mode, submits to the agent desktop, where an agent acknowledges the callback request but rejects it. Universal Callback Server acknowledges that the callback request is rejected.
Universal Callback
Server
CallbackRequest
CallbackRequestAcknowledge
Acceptance
Check
CallbackRequestReject
CallbackRequestRejectACK
Agent Desktop
Figure 5: Callback Request Rejected
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Chapter 4: Communication Protocols Desktop-Specific Interactions
Callback Request Query
Figure 6 shows the Universal Callback Server-Agent Desktop protocol when
the agent queries Universal Callback Server for a callback request, reviews the record, and then either reschedules or cancels the call.
The exchange between Universal Callback Server and the agent desktop ends when Universal Callback Server acknowledges the outcome.
Universal Callback
Server
Agent Desktop
RequestCallbackQuery
CallbackCount
RequestCallbackQueryResult
CallbackQueryResult
RequestCallbackReschedule
Or RequestCallbackCancel
ACK
Figure 6: Callback Request Query
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Chapter 4: Communication Protocols Desktop-Specific Interactions
Direct Autodial
Figure 7 shows communication between Universal Callback Server, in direct
Autodial
mode, and the agent desktop. Here Universal Callback Server initiates the dialing with a
TMakeCall
request.
Universal Callback
Server
T-Server
(Agent’s DN)
Agent Desktop
TMakeCall
EventRinging
EventEstablished
CallbackRequestProcessed
(Call Result)
ACK
Call Data
Figure 7: Autodial Mode
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Chapter 4: Communication Protocols Desktop-Specific Interactions
Autodial Through TMakePredictiveCall
In this scenario (see
), the communication between Universal Callback
Server and the agent desktop is driven initially by T-Server events
EventRinging and
EventEstablished with call data attached. The Agent
Desktop then conveys the call result to Universal Callback Server by means of
CallbackRequestProcessed
, which Universal Callback Server acknowledges.
Universal Callback
Server
T-Server
(Agent’s DN)
Agent Desktop
Call Data
TMakePredictiveCall
EventRinging
EventEstablished
CallbackRequestProcessed
(Call Result)
Figure 8: TMakePredictiveCall
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Chapter 4: Communication Protocols Desktop-Specific Interactions
Autodial Through CPD Server
When CPD Server is used for autodial, Universal Callback Server requests
CPD Server to dial a call. CPD Server dials the call, performs call progress detection, and, in case of a successful call result, transfers the call to an agent or to the queue where the call is then delivered an agent. If the call result is not successful, CPD Server drops the call and notifies Universal Callback Server about the call result for possible treatment application. See
Universal Callback
Server
Request for Dial
CPD Server
Request Make Call
T-Server
(Agent’s DN)
Dial Result
CPD
Phase
EventDialing
EventEstablished
Request Transfer Call
EventRinging
Agent Desktop
EventEstablished
CallbackRequestProcessed
(Call Result)
ACK
Figure 9: Autodial via CPD Server
80
Chapter
5
Callback Enumerations
This chapter lists the enumerations that correspond to callback statuses. This enumeration is used by Universal Callback Server when saving information regarding callback requests to the database (column name callback_ status
).
Enumerations for Callback Statuses
presents the enumerations that correspond to callback statuses.
Table 12: Enumerations for Callback Statuses
Callback Status
VcbRecStatUnknown
VcbRecStatReceived 1
VcbRecStatTimer 2
Enumeration
0
VcbRecStatQueued
VcbRecStatDistributed
VcbRecStatSubmittedToAgent
VcbRecStatRejectedByAgent
3
4
5
6
VcbRecStatCanceledByAgent
VcbRecStatProcessedByAgent
VcbRecStatFinal
VcbRecStatNotQueued
7
8
9
10
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Chapter 5: Callback Enumerations Enumerations for Callback Statuses
Table 12: Enumerations for Callback Statuses (Continued)
Callback Status Enumeration
VcbRecStatError 11
VcbRecStatReplaced 12
VcbRecStatAgentTransfer 13
VcbRecStatEndTimeExpired 14
82
Chapter
6
Treatments
The information in this chapter is divided among the following topics: z
z z z
Apply to Record Actions, page 90
Apply to Call Outcomes, page 91
z z
How Treatments Work
This section contains a basic description of treatments. The other topics covered in this chapter contain more complex treatment information for those who create and change treatments in Configuration Manager.
Treatment Object
The treatment object tells Universal Callback Server how to respond to an unsuccessful call result (a call that does not reach the intended party). For example, if the first dialing attempt has a
Busy
call result, a treatment can tell
Universal Callback Server to resubmit the same telephone number to the queue after 10 minutes, then submit it to the queue two more times at 30-minute increments. If this is the only treatment set up for the
Busy call result,
Universal Callback Server redials three times before finishing the call unless another call result is received or the number of maximum dialing attempts is reached.
Treatment
Sequence
The treatment sequence (sometimes called a linked sequence) describes a series of treatment actions, each assigned a unique sequence number and applied to the same unsuccessful call result. For example, if a callback receives consecutive
Busy
call results, you may want to use a different treatment action each time.
83
Chapter 6: Treatments How Treatments Work
After you create Treatment objects and then apply them to Calling List objects in Configuration Manager, treatments are generally handled in the following sequence:
1. Universal Callback Server applies each treatment until:
A successful call result is received.
The treatment actions are exhausted.
The number of dialing attempts for the callback reaches the
Maximum
Attempts
value assigned in the Calling List object.
2.
After a successful call result, Universal Callback Server updates the callback status to final when it receives a response from the agent desktop.
3.
If the call never reaches the intended party after Universal Callback Server has exhausted all the treatment actions or has reached the maximum number of dialing attempts, Universal Callback Server:
Automatically sets the call result to the unsuccessful call result of the last dial attempt.
Sets the callback status to
Final
.
4.
The administrator may assign
Transfer call to the
Answering Machine
Detected or
Fax Detected call results
.
Universal Callback Server transfers the call to the specified Destination
DN.
5.
The database stores the final outcome of the last dialing attempt for each callback.
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Chapter 6: Treatments Treatment Properties
Treatment Properties
Properties are assigned to Treatment objects in the
Treatment Properties
dialog box in Configuration Manager. (See example in Figure 11
.)
Figure 11: Treatment Properties Dialog Box
For configuration instructions for a Treatment object, see “Treatments” in the
Voice Callback Deployment Guide.
85
Chapter 6: Treatments Treatment Properties
defines the primary treatment properties.
Table 13: Primary Treatment Properties
Treatment
Property
Call Result
Definition
Apply to Record
Apply to Call
Number in
Sequence
Type of response received after dialing a callback’s telephone number.
An unsuccessful call result (for example,
Busy or
No Answer
) is assigned to a call that does not reach the intended party.
Treatment action applied to the next dialing attempt.
This value identifies the next action (for example,
Redial
) that Universal
Callback Server
will take when an unsuccessful call result is received.
Connection required. Determine if the
Answering Machine Detected
or
Fax
Detected
call result is transferred or dropped.
A unique number assigned to each treatment in a series of treatments linked to the same call result.
This number sorts treatment sequences in the order they are to be applied to consecutive instances of the same call result. Creating multiple treatments for the same call result links the treatments.
Cycle Attempt The number of times to apply a treatment action if the first dialing attempt has an unsuccessful call result
Interval (minutes) The number of minutes between cycle attempts if the first cycle attempt has an unsuccessful call result
Increment
(minutes)
The increment is added to the interval after the first cycle attempt of an unsuccessful call result. After the second, and all subsequent cycle attempts of an unsuccessful call result, the increment is added to the sum of the last cycle attempt.
For example:
The interval = 5 minutes
The increment = 3 minutes
In this scenario the first cycle attempt is 5 minutes. If the first cycle attempt is unsuccessful, the increment (3 minutes) is added to the interval (5 minutes), and the second cycle attempt would be in 8 minutes. For all subsequent unsuccessful cycle attempts, the increment (3 minutes) is added to the sum of the last cycle attempt:
(8 + 3) = 11 minutes; (11 + 3) = 14 minutes; and so on.
86
Chapter 6: Treatments Timing Properties
Timing Properties
Understanding timing properties is essential when creating treatments and applying them to Calling List objects.
Table 14 presents details about the
timing properties that are required for each treatment action. This information is particularly relevant to the configuration instructions in the section
“Treatment Object” in the Voice Callback Deployment Guide.
Table 14: Universal Callback Server Supported Timing Properties
Apply to
Record
Action
Redial
Cycle Attempt Interval
(minutes)
Increment
(minutes)
Required
Set maximum number of retry attempts.
Required
Set number of minutes between subsequent cycle attempts.
Date
Time
Required
Set number of minutes added to the previous redial time interval.
Not Applicable
Retry in Not Applicable Required
Set minutes till next
(only one) attempt.
Not Applicable Not Applicable
Treatment Sequences
Treatment sequences allow you to apply different treatments to each consecutive instance of the same call result. For example, if a
Busy call result is received four times in sequence, you might want to apply a different action to each occurrence. Each treatment in the sequence must have an unique treatment name, an
Apply to Record action, and an unique, consecutive sequence number. Treatments are linked by assigning the same call result to each treatment in the sequence.
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Chapter 6: Treatments Treatment Sequences
Rules for Treatment Sequences
Apply these general rules to treatment sequences.
1. Always assign consecutive numbers to treatment sequences and always begin with 1. If you use nonconsecutive numbers—such as 1, 2, and 4— the treatment sequence stops at the first nonconsecutive number, which is 4 in this example. The first two treatments would apply, but not the fourth.
2.
Universal Callback Server applies each treatment in sequential order until:
A successful call result is received.
A dialing attempt generates a different unsuccessful call result.
Or the number of dialing attempts equals the
Maximum Attempts
value assigned in the Calling List object.
3.
If a treatment sequence for one call result (for example,
Busy
) is interrupted with a different call result (
No Answer
), the sequence is broken, and the number in sequence value for
Busy
resets to 1. If the
Busy
call result is received again, the treatment sequence restarts at the beginning.
Treatment Object List
shows Treatment objects that will be used in Examples 1 and 2, which follow.
Table 15: Treatment Objects List
Treatment
Object
Name
Busy1
Busy2
Busy
Busy
Call Result
AnsMach1 Answering Machine
Detected
AnsMach2 Answering Machine
Detected
NoAnswer No Answer
# in
Sequence
Treatment Action
(Apply to Record)
1
2
1
2
1
Redial
Retry in (60 min.)
Retry in (60 min.)
Retry at specified date
Retry in (60 min.)
88
Chapter 6: Treatments Treatment Sequences
Example 1: Treatment Sequence Exhausted
In this example, the
Maximum Attempts value in the Calling List object is
8
, and a record is dialed five times. The results are shown in
.
Table 16: Example 1, Treatment Sequence Exhausted
Busy
Answering Machine Detected
Busy
Answering Machine Detected
Answering Machine Detected
Answer
Call Result
Treatment Action
(Apply to Record)
Redial
Retry in (60 min.)
Redial
Retry in (60 min.)
Retry at specified date
No treatment
No
No
No
No
No
Reached
Party?
Yes
In Example 1, the call did not reach its intended party and, on the fifth dial
attempt, the second number (AnsMach2 from Table 15 on page 88 ) in the
Answering Machine Detected
treatment sequence is executed.
Example 2: Callback Reaches Maximum Attempts
Value
When the number of times the telephone number is dialed matches the
Maximum
Attempts
value from the Calling List object, the specified treatment for handling the final unsuccessful call result is applied, and the call result is logged in the database.
89
Chapter 6: Treatments Apply to Record Actions
In this example, the Calling List object’s
Maximum Attempts
value is
8
. Using the same Treatment actions as in Example 1, a callback is dialed eight times,
with the results shown in Table 17 :
Table 17: Example 2, Callback Reaches Maximum Attempts Value
# of
Attempts
1
Call Result
Treatment
Action
(Apply to
Record)
Retry in (60 min.) No
Reached
Party
4
5
6
7
2
3
8
Answering Machine
Detected
Busy
Answering Machine
Detected
Busy
Answering Machine
Detected
Busy
Answering Machine
Detected
Busy
Redial No
Retry in (60 min.) No
Redial No
Retry in (60 min.) No
Redial No
Retry in (60 min.) No
Redial No
In Example 2, the call did not reach its intended party after eight attempts.
Because the
Maximum Attempts value is 8, dialing stops and Universal
Callback Server finalizes the callback request processing.
Apply to Record Actions
When creating a Treatment object in Configuration Manager, you must assign an
Apply to Record
action to unsuccessful call results—for example,
Busy
or
No
Answer .
See the Voice Callback Deployment Guide for complete
Apply to
Record configuration instructions.
90
Chapter 6: Treatments Apply to Call Outcomes
Apply to Call Outcomes
There are three
Apply to Call
treatments:
•
Drop. This is the default if no treatment is specified. Universal Callback
Server drops the call and logs the call result as
Answering Machine or
Fax
Detected in the database.
•
Connect or Transfer. This treatment can be user-assigned only to
Answering Machine Detected or
Fax Detected call results. Universal
Callback Server transfers calls to the specified DN.
Rules for Call Results
Treatments are normally applied to callbacks for unsuccessful calls.
Two call results—
Answering Machine Detected
and
Fax Detected
—have special treatment rules. The call result
Answer
(by a person) is a successful call result and usually does not require a treatment; however, under certain circumstances
Answer
(successful call) does require a treatment. For a list of
call results with descriptions, see Table 1, “Call Result Values,” on page 16
Answering Machine Detected or FAX Detected
Special rules apply when a call result is
Answering Machine Detected
or
Fax
Detected
.
For a call that is answered, but the call result is
Answering Machine Detected or
Fax Detected
, the system administrator may assign the
Apply to Call treatment and specify the Destination DN to which the call will be transferred.
The administrator specifies the Destination DN in the Configuration Manager.
The step-by-step configuration procedures are in “Adding a Destination DN” in the Voice Callback Deployment Guide.
Such a configuration allows leaving a message on the customer’s Answering
Machine or sending the customer a Fax as a Treatment for these two call results.
91
Chapter 6: Treatments Apply to Call Outcomes
92
Chapter
7
Database Tables
This section describes the purpose and structure of database tables used as persistent information storage by Universal Callback Server.
Universal Callback Server uses DBMS for the purposes of persistent information storage. In the event that the system goes down and callback requests-related data needs to be recovered for further processing, Universal
Callback Server on its startup gathers all the information from the database tables.
Universal Callback Server uses two database tables to store callback requests-
related data. Figure 12 on page 94 shows these tables as they are presented by
Microsoft SQL Server Enterprise Manager’s Database Diagram Wizard.
Reference Manual 93
Chapter 7: Database Tables
Figure 12: Database Tables Diagram
Universal Callback Server stores mandatory attributes of the callback requests in the main table which is configured in CME via Calling List object. User data which might be associated with the callback is stored in the additional table, which has a column udata_body
capable of storing binary data. The name of this additional table is formed by Universal Callback Server from the name of
“main” table. The link between the data in two tables is established by
( connid_high, connid_low
) combination of columns.
below illustrates all fields from the “main” database table, their types and descriptions.
Table 18: Fields of the “Main” Database Table
Column Name
phone phone_type call_result attempt
Data Type
character (64) integer integer integer
Description
Phone number to dial for a callback; attached in
VCB_CONTACT attribute
Zero, not used at this time
Final outcome of the callback
Number of attempts made to deliver the callback
94 Voice Callback 7.1
Chapter 7: Database Tables
Table 18: Fields of the “Main” Database Table (Continued)
Column Name
dial_sched_time call_time integer
Data Type
integer
Description
Date and time for which the callback has been scheduled: in UTC format (seconds since midnight
01/01/1970)
Last date and time the callback was delivered: in
UTC format tz_dbid integer virt_connid callback_type character (32) integer
Configuration DBID of the time zone object; name of the time zone attached in
VCB_TZ_NAME attribute
Connection ID of the virtual call, which represents callback request
Type of requested callback (1=
ASAP
, 2=
Scheduled
) callback_status treatment_id app_id origin origin_type origin_dbid connid_high connid_low integer integer integer character (220) integer integer decimal decimal
Last status of the callback. See Voice Callback 7.1
Reference Manual, Enumerations chapter, Table 10.
Zero, not used at this time
Configuration DBID of the
Universal Callback
Server
Application object which handles callback request
Name of the DN on which callback request was submitted
Callback origination (0 =
Unknown
, 1 =
IVR
, 2 =
WEB
,
3 =
Desktop
); attached in
VCB_ORIGIN
attribute
Configuration DBID of the DN object on which callback request was submitted
High part of the Connection ID of the original call which requested a callback
Low part of the Connection ID of the original call which requested a callback
Reference Manual 95
Chapter 7: Database Tables
Table 18: Fields of the “Main” Database Table (Continued)
Column Name
ewt integer
Data Type Description
Value of estimated waiting time (EWT) in seconds; attached in
VCB_EWT
attribute ewt_time integer A timestamp when EWT was measured, in UTC format; attached in
VCB_EWT_TIME
attribute
Table 19 illustrates all fields from the additional database table, as well as their types and descriptions.
Table 19: Fields of the Additional Database Table
Column Name
connid_high
Data Type
decimal connid_low udata_body decimal binary object
Description
High part of the Connection ID of the original call which requested a callback
Low part of the Connection ID of the original call which requested a callback
User data associated with the callback
96 Voice Callback 7.1
Chapter
8
Licensing
VCB is available by license as an option of Enterprise Routing and Network
Routing solutions. See the Voice Callback Deployment Guide for a description of the types of licenses used by VCB. This chapter has the following sections:
Server-Side License Control, page 97
z
Configuration Dependencies, page 99
z
Note:
For deployment information on licensing, see Voice Callback
Deployment Guide, “Deployment Procedures.” For further information on licensing see the Genesys 7 Licensing Guide.
CPD Server requires its own license. A customer who purchases VCB can easily add the CPD Server by simply requesting a new keycode for
CPD Server.
Server-Side License Control
Table 20 illustrates how license control works in the Universal Callback
Server:
Table 20: License Types
License Type
vcb_preview vcb_full
What Is Controlled
Number of callback requests processed in
Preview mode per 60 minutes (sliding window)
Number of callback requests in
Full mode (that is,
Preview and/or
Auto Dialing
) per 60 minutes (sliding window)
97
Chapter 8: Licensing Server-Side License Control
Initial License Checkout
For each checked out license, Universal Callback Server produces
GCTI_LICENSE_CHECKED_OUT
log message.
Licensing Enforcement
Example
To Check License
Availability
License availability must be checked before callback submission.
It is important to avoid the following situation: callback service availability is confirmed to customer by IVR, but then the attempt to place callback request is rejected due to lack of available licenses.
To resolve this issue, the following approach is used:
•
Response for service availability request contains attribute
VCB_LICENSES with the number of licenses currently available. In this way, the client is able to avoid overdraft.
•
If request for service availability contains the attribute
VCB_LICENSE_REF
with value “
0
,” it is recognized by Universal Callback Server as a request to lock the license. In its response, Universal Callback Server updates this attribute value with a unique license reference ID when processing and then decreases the amount of available licenses.
If a callback submission request contains
VCB_LICENSE_REF attribute with a valid license reference ID, this request is accepted, and the license which is referred to in the request is consumed.
License availability is checked before callback submission. For further details see Voice Callback Deployment Guide, chapter on “Deployment Procedures.”
It is possible to check the availability and lock of the license before callback
submission. See Table 7 on page 61 for
Request CallbackServiceStatus
.
98
Chapter 8: Licensing Configuration Dependencies
Configuration Dependencies
Universal Callback Server recognizes the following license-related options; all options are specified in license
section of the Universal Callback Server
Applications object. See
Table 21 for a list of license options:
Table 21: License Options
Option Name
num-of-licenses
Value
Number license-file String
Purpose/Range/Comment
Universal Callback Server checks out specified amount of licenses for corresponding feature.
Range> = 0
Where
0 means use all available licenses.
If this option is not present, Universal Callback Server checks out all available licenses.
License server location or path to license file.
If the path/server location is specified in the command line (using -l switch), this option will be ignored by license library, and command line specification will take priority.
99
Chapter 8: Licensing Configuration Dependencies
100
Index
A
Agent Desktop
. . . . . . . . . . . . . . . . 12
answering machine detected
apply to call definition
. . . . . . . . . . . . . . . . . . . 86
apply to record definition
. . . . . . . . . . . . . . . . . . . 86
attribute names reserved
. . . . . . . . . . . . . . . . . . . 54
B
Brackets angle
. . . . . . . . . . . . . . . . . . . . . 8
C call result definition
. . . . . . . . . . . . . . . . . . . 86
outcomes
. . . . . . . . . . . . . . . . . . 91
retry in
. . . . . . . . . . . . . . . . . . . . 87
rules
. . . . . . . . . . . . . . . . . . . . . 91
call results values
. . . . . . . . . . . . . . . . . . . . 15
chained records redial
. . . . . . . . . . . . . . . . . . . . . 87
channel_num
. . . . . . . . . . . . . . . . . 36
communication protocols
connect outcome definition
. . . . . . . . . . . . . . . . . . . 91
CPD Server 6.5.1
options
. . . . . . . . . . . . . . . . . . . . 39
cycle attempt definition
. . . . . . . . . . . . . . . . . . . 86
D
DB access point
. . . . . . . . . . . . . . . 14
desktop-specific interactions
Destination DN
. . . . . . . . . . . . . . . . .19
DN
Destination DN
. . . . . . . . . . . . . . . 19
Document version number
. . . . . . . . . . . . . . . .6
Document errors commenting on
. . . . . . . . . . . . . . . .8
drop outcome definition
. . . . . . . . . . . . . . . . . . 91
E events event structures
. . . . . . . . . . . . . . . 53
F fax detected
. . . . . . . . . . . . . . . . . .91
G
Genesys Master Glossary
I increment, definition
interval definition
. . . . . . . . . . . . . . . . . . 86
IVR
. . . . . . . . . . . . . . . . . . . . . . .12
L licensing configuration dependencies
server-side license control
enforcement
. . . . . . . . . . . . . . .98
initial license checkout
linked sequence
. . . . . . . . . . . . . . . .83
101
Index
M maximum attempts
,
example
. . . . . . . . . . . . . . . . . . . 89
N number in sequence
definition
. . . . . . . . . . . . . . . . . . . 86
O objects calling list object database tables
Options
CPD Server-level options
VCB-related options
options channel_num
. . . . . . . . . . . . . . . . 36
R redial example
. . . . . . . . . . . . . . . . . . . 87
retry in example
. . . . . . . . . . . . . . . . . . . 87
Routing Points
. . . . . . . . . . . . . . . . 11
rules answering machine detected
fax detected
. . . . . . . . . . . . . . . . . 91
special call results
. . . . . . . . . . . . . . 91
treatment sequences
S
SIT, standard information tones
special call results, rules
standard information tones, SIT
T
Table Access object
Treatment object
. . . . . . . . . . . . . . . 15
treatment properties dialog box
treatment sequences definition
. . . . . . . . . . . . . . . . . . . 83
exhausted
. . . . . . . . . . . . . . . . . . 89
linked sequence
. . . . . . . . . . . . . . . 83
maximum attempts
maximum attempts example
maximum attempts value example
number in sequence
rules
. . . . . . . . . . . . . . . . . . . . . 88
treatments definition
. . . . . . . . . . . . . . . . . . 83
treatment properties dialog box
T-Server
. . . . . . . . . . . . . . . . . . . .12
Typographical styles
U
Universal Callback Server
V
VCB client — VCB Server protocol
VCB_USER_EVENT_REQUEST Types
VCB_USER_EVENT_RESPONSE Types
Version numbering document
. . . . . . . . . . . . . . . . . . .6
Virtual Routing Point
Virtual Routing Points
102
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