Outbound Call Types and BAStatus
The following tables list the call types for outbound calls and the associated values for BAStatus for Unified CCE deployments and Unified CCX deployments.
For each call type, the BAStatus differs based on the outbound agent’s mode:
-
Dedicated mode—Agents who only make calls for Outbound Option campaigns.
-
Blended mode—Agents who receive inbound calls and Outbound Option calls.
Note | When a user transfers or conferences an outbound call, the callType changes to TRANSFER or CONFERENCE. In Unified CCE deployments, the BAStatus of the call remains unchanged. In Unified CCX deployments, the BAStatus changes to TRANSFERRED or CONFERENCED for Progressive and Predictive outbound calls and remains OUTBOUND for Direct Preview outbound calls. When the failover occurs in a Unified CCE deployment, the callType and BAStatus remain unchanged. In Unified CCX deployments, the callType parameter is null or empty after failover for all outbound dialing modes. The BAStatus parameter is removed as the call no longer functions as an outbound call. |
|
Progressive |
Predictive |
Preview |
Direct Preview | ||
|---|---|---|---|---|---|
|
Reservation Call |
— |
— |
callType: OUTBOUND_ PREVIEW BAStatus: BLENDED_PREVIEW_ OUTBOUND_ RESERVATION or PREVIEW_ OUTBOUND_ RESERVATION |
callType: OUTBOUND_ DIRECT_ PREVIEW BAStatus: BLENDED_DIRECT_ PREVIEW_ OUTBOUND_ RESERVATION or DIRECT_ PREVIEW_ OUTBOUND_ RESERVATION | |
|
Customer Call |
callType: OUTBOUND BAStatus: BLENDED_PROGRESSIVE_ OUTBOUND or PROGRESSIVE_ OUTBOUND |
callType: OUTBOUND BAStatus: BLENDED_ PREDICTIVE_ OUTBOUND or PREDICTIVE_ OUTBOUND |
callType: OUTBOUND BAStatus: BLENDED_PREVIEW_ OUTBOUND or PREVIEW_ OUTBOUND |
callType: OUTBOUND BAStatus: BLENDED_DIRECT_ PREVIEW_ OUTBOUND or DIRECT_ PREVIEW_ OUTBOUND | |
|
Callback Reservation Call |
— |
— |
callType: OUTBOUND_ CALLBACK_ PREVIEW BAStatus: PREVIEW_ OUTBOUND_ RESERVATION |
callType: OUTBOUND_ DIRECT_ PREVIEW BAStatus: DIRECT_ PREVIEW_ OUTBOUND_ RESERVATION | |
|
Callback Customer Call |
callType: OUTBOUND_ CALLBACK BAStatus: PROGRESSIVE_ OUTBOUND |
callType: OUTBOUND_ CALLBACK BAStatus: PREDICTIVE_ OUTBOUND |
callType: OUTBOUND_ CALLBACK BAStatus: PREVIEW_ OUTBOUND |
callType: OUTBOUND_ CALLBACK BAStatus: DIRECT_ PREVIEW_ OUTBOUND | |
|
Personal Callback Reservation Call |
callType: OUTBOUND_ PERSONAL_ CALLBACK_ PREVIEW BAStatus: PERSONAL_ CALLBACK_ OUTBOUND_ RESERVATION |
callType: OUTBOUND_ PERSONAL_ CALLBACK_ PREVIEW BAStatus: PERSONAL_ CALLBACK_ OUTBOUND_ RESERVATION |
callType: OUTBOUND_ PERSONAL_ CALLBACK_ PREVIEW BAStatus: PERSONAL_ CALLBACK_ OUTBOUND_ RESERVATION |
callType: OUTBOUND_ PERSONAL_ CALLBACK_ PREVIEW BAStatus: PERSONAL_ CALLBACK_ OUTBOUND_ RESERVATION | |
|
Personal Callback Customer Call |
callType: OUTBOUND_ PERSONAL_ CALLBACK BAStatus: PERSONAL_ CALLBACK_ OUTBOUND |
callType: OUTBOUND_ PERSONAL_ CALLBACK BAStatus: PERSONAL_ CALLBACK_ OUTBOUND |
callType: OUTBOUND_ PERSONAL_ CALLBACK BAStatus: PERSONAL_ CALLBACK_ OUTBOUND |
callType: OUTBOUND_ PERSONAL_ CALLBACK BAStatus: PERSONAL_ CALLBACK_ OUTBOUND | |
|
Progressive |
Predictive |
Direct Preview | ||
|---|---|---|---|---|
|
Reservation Call |
— |
— |
callType: OUTBOUND_ DIRECT_ PREVIEW BAStatus: DIRECT_ PREVIEW_ OUTBOUND_ RESERVATION | |
|
Customer Call |
callType: OUTBOUND BAStatus: OUTBOUND |
callType: OUTBOUND BAStatus: OUTBOUND |
callType: OUTBOUND BAStatus: DIRECT_ PREVIEW_ OUTBOUND | |
|
Callback Reservation Call |
— |
— |
callType: OUTBOUND_ DIRECT_ PREVIEW BAStatus: DIRECT_ PREVIEW_ OUTBOUND_ RESERVATION | |
|
Callback Customer Call |
callType: OUTBOUND_ CALLBACK BAStatus: OUTBOUND |
callType: OUTBOUND_ CALLBACK BAStatus: OUTBOUND |
callType: OUTBOUND_ CALLBACK BAStatus: DIRECT_ PREVIEW_ OUTBOUND | |
|
Personal Callback Reservation Call |
— |
— |
— | |
|
Personal Callback Customer Call |
— |
— |
— | |