Place Call Step

Use the Place Call step to place outbound calls.

Place Call Customizer Window

The Place Call step returns successfully if the call is answered in the configured time by a person, voice mail, an answering machine, or a fax machine.

The Place Call step has six output branches:

  • Successful—The call is successfully made.

  • NoAnswer—The call was attempted but the RNA Timeout limit was reached.

  • Busy—The call was attempted but the line was busy.

  • Invalid—The call was attempted but the extension was invalid.

  • NoResource—The call was not attempted because no Resource was available to make the call.

  • Unsuccessful—The call was attempted but failed because of an internal system error.

Note

To support E.164 compliance, Unified CCX allows you to add “+” preceding to an agent extension or a route point directory number.

The following table describes the properties of the Place Call customizer window:

Properties / Buttons

Description

Destination (Telephone Number)

Drop-down menu/Expression Editor string variable that stores the destination number of the outbound call.

Timeout (sec)

Drop-down menu/Expression Editor Length of time, in seconds, before a Ring No Answer condition stops the script from waiting for the remote side to answer and returns through the RingNoAnswer output branch.

Call Control Group ID

Variable that stores the identifying number of the call group with which the outbound call is associated.

Note

This identifier and the identifier for dialog groups will typically be configured as a parameter to the script. This variable is similar to the parameters defined during the configuration of a JTAPI1 trigger.

Dialog Groups

This is an ordered list of dialog group identifiers where the first one has priority and the other dialog groups fall back in the specified order.

Call Contact

Variable that stores the call that is created when the step succeeds.

1 JTAPI = Java Telephony Application Program Interface