The Place Call Step

Continue the True output branch of the If step by dragging a Place Call step from the Call Contact palette to the True icon under the If step in the Design pane.

Then configure the Place Call step to place the outbound calls to the numbers stored in the dest variable.

Figure shows the configured Place Call customizer window.

Configured Place Call Customizer Window
Configure the Place Call customizer window as follows:

  • Destination—dest

    The dest variable stores the destination phone numbers placed there by the Set step (see The Second Set Step).

  • Timeout (sec)—30

    The script waits for 30 seconds before a Ring No Answer condition causes the script to execute the RingNoAnswer output branch of the Place Call step.

  • CallControlGroupid—groupCallControl

    The variable groupCallControl stores the call control group with which the outbound call is associated.

    Define this property as a parameter in order to enable the administrator to properly configure the application with the CTI port group to use for placing the call.

  • Dialog Groups—groupDialog

    The variable groupDialog stores the identifying number of the primary dialog group for handling the outbound call.

    Define this property as a parameter in order to allow the administrator to configure the dialog group ID that will be used when provisioning an application.

  • Call Contact—outCall

    The variable outCall is where the script returns a handle to the created call when the step succeeds.

The Place Call step has the following six output branches:

  • Successful—The step successfully places the call.

  • NoAnswer—The step successfully makes the call but the RNA Timeout limit is reached.

  • Busy— The step successfully places the call but the line is busy.

  • Invalid—The step tries to place the call but the extension is invalid.

  • NoResource—The step cannot place the call because no resource is available to make the call.

  • Unsuccessful—The step does not place the call because of an internal system error.

Note

If the RNA timeout in the script is longer than the CFNA timer of Cisco Unified Communications Manager, the agent phone goes to Not Ready state after a ring-no-answer. To resolve this issue, change the timeout value in the script to a lower than the CFNA in Cisco Unified Communications Manager.

Figure shows the scripting under the six output branches of the Place Call step.

Place Call Customizer Window—Output Branches