Outbound Call Events

When Unified CCX needs to request an agent to make an outbound call, Unified CCX initiates a sequence of call events that is similar to those for making a call.

  1. Before an outbound call is placed, an available agent is reserved.

  2. Unified CCX sends two call events to the agent: BEGIN_CALL_EVENT and CALL_DELIVERED_EVENT.

    • Although the call IDs used in these events are real, these call events are created by Unified CCX artificially. There is no actual phone call being made by any device. The call represented by these artificial call events is called a reservation call.

    • The BAStatus ECC variable is set to "DO" for these events. This indicates that the call is an outbound call.

  3. When a CTI client receives these events, it should inform the agent about the customer contact information in the outbound ECC variables. It does this through the BAResponse ECC variable.

    At this point, the CTI client should send a SET_CALL_DATA_REQ message to Unified CCX with the BAResponse ECC variable set to one of the values in Table 1.

    If the BAResponse value is Accept, Reject, Reject-Close, or Cancel Reservation, Unified CCX sends a CALL_CONNECTION_CLEARED_EVENT message to the CTI client with the reservation call ID.

  4. If the customer contact is accepted by the agent, Unified CCX makes a call from the agent device to the customer phone. This call is termed the preview call. For preview calls, the BAStatus is set to CO.

Call Classification

For preview calls, a connected customer call is classified as Voice in Unified CCX by default. The agent has the option to change the call classification after accepting and while connected to the customer or when in the Work state.

The CTI client may change the call classification by sending the SET_CALL_DATA_REQ message to Unified CCX with the BAResponse ECC variable set to one of values in Table 1. In addition to reclassifying the call, the CTI client may also set the BAResponse ECC variable to schedule a customer callback, terminate the current call, and call the next available customer phone.