The Outbound Subsystem Picks an Agent to Place a Call to a Customer Contact

  1. The agent is reserved.

    Server sends the following message(s) 

    MsgType:  AGENT_STATE_EVENT
  CSQState:  RESERVED
  StateDuration:  0 
  CSQID:  N/A 
  AgentState:  RESERVED 
      EventReasonCode:  0
  NumCSQs:  0 
  AgentID:  chli4020
  AgentExtension: 4020

  2. Unified CCX creates a reservation call.

    Server sends the following message(s) 
    MsgType: BEGIN_CALL_EVENT
  NumCTIClients: 0 
  NumNamedVariables: 8
  NumNamedArrays: 0 
  CallType: CALLTYPE_RESERVATION
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800097
  CalledPartyDisposition: CD_INVALID
  ConnectionDeviceID: 420
    		 
      ExpandedCallContxt: <TotalBytes: 161>
  BACampaign: LoadCamp 
  BACampaignID: 
  BAStatus: DO 
  BAResponse: 
  user.layout: OODefault
  BAAccountNumber: AC111 
  BADialedListID: 20779
  BABuddyName: John,Doe 
    MsgType: CALL_DELIVERED_EVENT:
  CallID: 16800097 
  LocalConnectionState: LCS_ALERTIN
  AlertingDevice: 4020
    		 
      ConnectionDeviceID: 4020
  CalledDeviceID: 4020
  EventCause: CEC_NEW_CALL

  3. The agent accepts the customer contact through the SET_CALL_DATA_REQ mesage with BAResponse = Accept.

    Note

    This message is not listed here since the outbound example call flows displayed here only show the server generated messages, and not the agent generated messages.

  4. Unified CCX responds to the accept with a Call_DATA_UPDATE_EVENT message indicating the agent accepts the reservation call.

    Server sends the following message(s) 
    MsgType: CALL_DATA_UPDATE_EVENT
  NumCTIClients: 0
  NumNamedVariables: 1 
  NumNamedArrays: 0
  CallType: CALLTYPE_RESERVATION
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096 
  NewConnectionDeviceType: CONNECTION_ID_STATIC
  NewConnectionCallID: 16800096
    		 
      CalledPartyDisposition: CD_INVALID
  CampaignID: 0 
  QueryRuleID: 0 
  ConnectionDeviceID: 4020 
  NewConnectionDeviceID: 4020 
  ExpandedCallContxt: <TotalBytes: 20>
  BAResponse: Accept
  CustomerPhoneNumber: 
  CustomerAccountNumber:

  5. Unified CCX makes a call from the agent phone to the customer. Notice that this call ID is different from the reservation call ID.

    Server sends the following message(s) 
    MsgType:BEGIN_CALL_EVENT
  NumCTIClients: 0 
  NumNamedVariables: 10
  NumNamedArrays: 0 
  CallType: CALLTYPE_PREVIEW
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096
  CalledPartyDisposition: CD_INVALID
  ConnectionDeviceID: 4020 
  DialedNumber: 4022
  ExpandedCallContxt: <TotalBytes: 211>
    		 
      BACampaign: LoadCamp
  BACampaignID: 2
  BATimeZone: -00360 
  BAResponse: Accept
  BAStatus: CO 
  BACustomerNumber: 4022
  user.layout: OODefault
  BAAccountNumber: AC111 
  BADialedListID: 20779
  BABuddyName: John,Doe

  6. The reservation call is terminated.

    Server sends the following message(s) 
    MsgType: CALL_CONNECTION_CLEARED_EVENT
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800097
  ReleasingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER
    		 
      LocalConnectionState: LCS_NONE
  EventCause: CEC_NONE 
  ConnectionDeviceID: 4020
  ReleasingDeviceID: 4020 
    MsgType: CALL_CLEARED_EVENT 
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 1680097
    		 
      LocalConnectionState: LCS_NULL
  EventCause: CEC_NONE 
  ConnectionDeviceID: 4020 
    MsgType: END_CALL_EVENT 
  ConnectionDeviceType: CONNECTION_ID_STATIC
    		 
      ConnectionCallID: 16800097
  ConnectionDeviceID:

  7. This message indicates that the preview call has started. Noticed the BAStatus is changed to CO and the CallType is changed to Preview.

    Server sends the following message(s) 
    MsgType: CALL_DATA_UPDATE_EVENT 
  NumCTIClients: 0 
  NumNamedVariables: 10
  NumNamedArrays: 0 
  CallType: CALLTYPE_PREVIEW
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096
  NewConnectionDeviceType: CONNECTION_ID_STATIC
  NewConnectionCallID: 16800096
  CalledPartyDisposition: CD_INVALID 
  CampaignID: 0
  QueryRuleID: 0 
  ConnectionDeviceID: 4020
  NewConnectionDeviceID: 4020 
      ExpandedCallContxt: <TotalBytes: 211>
  BACampaign: LoadCamp 
  BACampaignID: 2
  BATimeZone: -00360 
  BAResponse: Accept
  BAStatus: CO 
  BACustomerNumber: 4022
  user.layout: OODefault
  BAAccountNumber: AC111 
  BADialedListID: 20779
  BABuddyName: John,Doe 
  CustomerPhoneNumber: 
  CustomerAccountNumber:

  8. Call events as a result of call control activities.

    Server sends the following message(s) 
    MsgType: CALL_DATA_UPDATE_EVENT 
  NumCTIClients: 0 
  NumNamedVariables: 1
  NumNamedArrays: 0 
  CallType: CALLTYPE_PREVIEW
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096
  NewConnectionDeviceType: CONNECTION_ID_STATIC
  NewConnectionCallID: 16800096
    		 
      CalledPartyDisposition: CD_INVALID
  CampaignID: 0
  QueryRuleID: 0 
  ConnectionDeviceID: 4020
  NewConnectionDeviceID: 4020
  ExpandedCallContxt: <TotalBytes: 14>
  BAStatus: CO 
  CustomerPhoneNumber:  
    MsgType: CALL_DATA_UPDATE_EVENT 
  NumCTIClients: 0 
  NumNamedVariables: 1
  NumNamedArrays: 0 
  CallType: CALLTYPE_PREVIEW
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096
  NewConnectionDeviceType: CONNECTION_ID_STATIC
  NewConnectionCallID: 16800096
    		 
      CalledPartyDisposition: CD_INVALID
  CampaignID: 0
  QueryRuleID: 0 
  ConnectionDeviceID: 4020
  NewConnectionDeviceID: 4020
  ExpandedCallContxt: <TotalBytes: 20>
  BATimeZone: -00360 
  CustomerPhoneNumber:  
    MsgType: CALL_DATA_UPDATE_EVENT 
  NumCTIClients: 0 
  NumNamedVariables: 1
  NumNamedArrays: 0 
  CallType: CALLTYPE_PREVIEW
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096
  NewConnectionDeviceType: CONNECTION_ID_STATIC
  NewConnectionCallID: 16800096
    		 
      CalledPartyDisposition: CD_INVALID 
  CampaignID: 0
  QueryRuleID: 0 
  ConnectionDeviceID: 4020
  NewConnectionDeviceID: 4020
  ExpandedCallContxt: <TotalBytes: 24>
  BACustomerNumber: 4022 
  CustomerPhoneNumber:  
    MsgType: CALL_SERVICE_INITIATED_EVENT 
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096 
  ApplicationID: N/A 
  CSQID: N/A 
      CallingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER
  LocalConnectionState: LCS_INITIATE
  EventCause: CEC_NONE 
  ConnectionDeviceID: 4020
  CallingDeviceID: 4020 
    MsgType: AGENT_STATE_EVENT 
  CSQState: TALKING
  StateDuration: 0 
  CSQID: N/A 
  AgentState: TALKING 
      EventReasonCode: 0
  NumCSQs: 0 
  AgentID: chli4020
  AgentExtension: 4020
  NextAgentState: 5 
    MsgType: CALL_ORIGINATED_EVENT
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096 
  ApplicationID: N/A 
  CSQID: N/A 
  CallingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER
    		 
      CalledDeviceType: DEVID_DEVICE_IDENTIFIER  LocalConnectionState: LCS_INITIATE
  EventCause: CEC_NONE 
  ConnectionDeviceID: 4020
  CallingDeviceID: 4020 
  CalledDeviceID: 4022 
    MsgType: CALL_ESTABLISHED_EVENT
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096 
  ApplicationID: N/A 
  CSQID: N/A 
  AnsweringDeviceType: DEVID_NONE
  CallingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER
  CalledDeviceType: DEVID_NONE
    		 
      LastRedirectDeviceType: DEVID_NONE
  LocalConnectionState: LCS_CONNECT
  EventCause: CEC_NEW_CALL
  ConnectionDeviceID: 4020
  AnsweringDeviceID: Unknown
  CallingDeviceID: 4020
  CalledDeviceID: Unknown

  9. The outbound call is terminated.

    Server sends the following message(s) 
    MsgType: CALL_CONNECTION_CLEARED_EVENT
  ConnectionDeviceType: CONNECTION_ID_STATIC
  ConnectionCallID: 16800096
  ReleasingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER
    		 
      LocalConnectionState: LCS_NONE
  EventCause: CEC_NONE 
  ConnectionDeviceID: 4020
  ReleasingDeviceID: 4020 
    MsgType: AGENT_STATE_EVENT 
  CSQState: WORK_NOT_READY
  StateDuration: 0 
  CSQID: N/A 
  AgentState: WORK_NOT_READY 
      EventReasonCode: 0
  NumCSQs: 0 
  AgentID: chli4020
  AgentExtension: 4020 
    MsgType: CALL_CLEARED_EVENT 
  ConnectionDeviceType: CONNECTION_ID_STATIc
  ConnectionCallID: 16800096
    		 
      LocalConnectionState: LCS_NULL
  EventCause: CECX_DROP_HANDLED_OTHER
  ConnectionDeviceID: 4020