Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1)
Termination_Call_Detail Table
Downloads: The complete bookPDF (PDF - 5.53MB) | The complete bookePub (ePub - 1.59MB) | Feedback

TCD Column DescriptionsTransfer to IVR TCD Records

Termination_Call_Detail Table

Peripheral call types

Map Release 8.x to Release 6.0(0) and Earlier Peripheral Call Types

This section maps the Release 8.x peripheral call types to Release 6.0(0) and earlier peripheral call types.

Table 1 Mapping of Release 8.x Peripheral Call Types to Release 6.0(0) and Earlier Peripheral Call Types

Peripheral Call Type

Description

CALLTYPE_RESERVATION

CALLTYPE_OO_RESERVATION_PREVIEW = 27

CALLTYPE_OO_RESERVATION_PREVIEWDIRECT = 28

CALLTYPE_OO_RESERVATION_PREDICTIVE = 29

CALLTYPE_OO_RESERVATION_CALLBACK = 30

CALLTYPE_OO_RESERVATION_PERSONALCALLBACK = 31

CALLTYPE_AUTO_OUT

CALLTYPE_OO_CUSTOMER_PREDICTIVE = 34

CALLTYPE_OO_CUSTOMER_IVR = 37

CALLTYPE_PREVIEW

CALLTYPE_OO_CUSTOMER_PREVIEW = 32

CALLTYPE_OO_CUSTOMER_CALLBACK = 35

CALLTYPE_OO_CUSTOMER_PREVIEWDIRECT = 33

CALLTYPE_OO_CUSTOMER_PERSONALCALLBACK = 36

CALLTYPE_OO_CUSTOMER_PREDICTIVE = 34

CALLTYPE_OO_CUSTOMER_IVR = 37

Call Disposition Values Used in Termination_Call_Detail Table

The following CallDisposition values can be interpreted as Outbound Option Result Codes:

  • 01. ABAND_NETWORK - Customer phone number not in service
  • 02. ABAND_LOCAL_QUEUE - An outbound call was abandoned either by the customer or dialer 08. BUSY - Outbound call resulted in a busy signal
  • 19. RING_NO_ANSWER - Outbound call was not answered in the allotted time
  • 20. INTERCEPT_REORDER - Dialer did not receive a ring back from the ACD on network
  • 21. INTERCEPT_DENIAL - Customer call was intercepted by the operator
  • 22. TIME_OUT - Dialer unable to detect dial tone
  • 23. VOICE_ENERGY - Outbound call was answered by a person

    Note


    On Unified CCE, this result might also represent a call answered by an answering machine.
  • 24. NONCLASSIFIED_ENERGY_DETECT - Outbound call reached a FAX machine
  • 26. UABORT - Outbound call was disconnected before customer answered
  • 33. ANSWERING_MACHINE - Outbound call was answered by answering machine

TCD Column Descriptions

The following types of records are generated when the Outbound Option Dialer makes agent reservation calls and customer calls.

Reservation Calls

Reservation calls generate two TCD records and one RCD record:

  • IPCC reservation call (TCD) as described below.
  • MR PIM reservation entry "not a real call" (TCD) as described below.
  • MR PIM route request (RCD) as described on the next page.

Note


This record is a route request sent from the Dialer via the MR PIM.

IPCC Reservation Call

PeripheralCallType = 18 (Reserve)

CallDisposition = 6 (agent abandon)

DialedNumber =Number dialed to run routing script

CED = ICM_BA_Reservation_Call

DNIS = Agent phone number (also InstrumentPortNumber)

HoldTime =Most of reserve time is kept under this bucket

TalkTime = Prior to reservation call being placed on hold the talking bucket is incremented

Duration = Total reservation time

AgentPeripheralNumber = Agent Sign-in ID

PeripheralCallKey = Unique peripheral call ID

ANI = Customer phone number (only available for Preview reservation calls)

RouterCallKeyDay/RouterCallKey = Maps reservation call to MR reservation request and associates it with route_call_detail record

MR PIM Reservation Entry Not a Real Call (TCD)

PeripheralID = MR PIM Peripheral ID (not Unified CM Peripheral ID)

PeripheralCallType = 1 (ACD IN; all MR calls are this type)

CallDisposition = 14 (call handled by Dialer)

RouterCallKeyDay/RouterCallKey = Maps MR reservation request to actual reservation call and associates it with MR reservation route_call_detail record

MR PIM Route Request (RCD - route_call_detail)

RouterCallKeyDay/RouterCallKey = Maps MR reservation route to actual reservation call and associates it with MR reservation route_call_detail record

RequestType = 6 (Post-Routing)

RoutingClientID = MR PIM used by Dialer

ScriptID = Script used to service agent reservation request

RouterErrorCode = 0 (no error)

Label = Agent phone extension

DialedNumberString = Dialed number used to choose script

Customer Calls

Customer calls generate up to two TCD records:

  • Initial customer call transferred to agent (TCD) as described in Table D-2.
  • Customer speaking with agent (TCD) as described in Table D-3.
Table 2 Initial Customer Call Transferred to Agent (TCD)

Column Name

Description

PeripheralCallType

One of the following:

  • 32 (preview)
  • 33 (preview direct)
  • 34 (predictive)
  • 35 (callback)
  • 36 (personal callback)
  • 37 (IVR)

DigitsDialed

Customer phone number

CallDisposition

29 (announced transfer, call was transferred to agent)

Duration

Number of seconds agent was reserved for an outbound call including amount of time it took to reserve the agent

HoldTime

Number of seconds agent was reserved

ICRCallKey

Unique key for TCD record

ICRCallKeyChild

Call key identifying the transferred customer call

PeripheralCallKey

Unique peripheral call ID (same as transferred call)

ANI

Customer phone number

Table 3 Customer Speaking with Agent (TCD)

Column Name

Description

AgentSkillTargetID

ICM agent ID

SkillGroupSkillTargetID

ICM skill group ID

PeripheralCallType

One of the following:

  • 32 (preview)
  • 33 (preview direct)
  • 34 (predictive)
  • 35 (callback)
  • 36 (personal callback)
  • 37 (IVR)

DigitsDialed

Agent phone extension

CallDisposition

13 (disconnect/drop handled, call was handled by agent)

Duration

Total customer handle time (including talk and wrap-up)

TalkTime

Agent talk time

ICRCallKey

Unique key for TCD record

ICRCallKeyChild

Call key identifying the original customer call prior to the transfer

PeripheralCallKey

Unique peripheral call ID (same as original customer call prior to transfer)

ANI

Customer phone number

Transfer to IVR TCD Records

SIP Dialer

With SIP dialer, the Transferred Customer Calls have a PeripheralCallType of 1.

No TCD records are cut for the outbound calls that do not hit the Unified CCE peripheral for either CVP(IVR) or Agent-based campaigns.

SCCP Dialer

For SCCP dialer, the peripheral call type varies.

Transfer to IVR calls generate up to three TCD records:

  • Initial Customer Call on Unified CM PIM Transferred to Route Point
  • Transferred Customer Call on Unified CM PIM Redirected to IVR
  • IVR Playing a Message on VRU Pim to a Customer

Note


  • If the call is not answered, only one TCD record is generated.
  • If the Dialer transfers a customer to an IVR while the IVR is experiencing technical difficulties, the record closes in the Dialing List table with a CallResult of 10 (Voice) or 16 (Abandon). However, in the t_Termination_Call_Detail table, the CallDisposition is 7 (Short) or 10 (Disconnect/drop no answer) for the second CM PIM TCD record. The first Unified CM PIM TCD record has a value of 23 (Voice Energy). The CallDisposition for the VRU PIM TCD record is 27 (Failed Software).

For calls transferred to an IVR, depending on the sequence of events occurring from Unified CM to Unified CCE, an extra TCD might be generated.

  • Scenario one: If the call arrived at the IVR before it cleared from the Agent PG side, no extra TCD is generated.
  • Scenario two: If the call cleared from the Agent PG side first, an extra TCD is generated.

There is no guarantee of the event order for events coming from Unified CM; therefore, Unified CCE might generate inconsistent reports based on inconsistent events.

Initial Customer Call on PIM Transferred to Route Point

  • PeripheralCallType - one of the following:
    • 32 (preview)
    • 33 (preview direct)
    • 34 (predictive)
    • 35 (callback)
    • 36 (personal callback)
    • 37 (IVR)
  • DigitsDialed - Customer phone number
  • CallDisposition - 29 (announced transfer, call was transferred to route point)
  • Duration - Number of seconds it took the Dialer to dial the customer phone number and have the customer pick up the phone
  • ICRCallKey - Unique key for TCD record
  • ICRCallKeyChild - Call key identifying the transferred customer call
  • PeripheralCallKey- Unique peripheral call ID (same as transferred call)
  • ANI - Customer phone number

Transferred Customer Call on Unified CM PIM Redirected to IVR

  • PeripheralCallType - one of the following:
    • 32 (preview)
    • 33 (preview direct)
    • 34 (predictive)
    • 35 (callback)
    • 36 (personal callback)
    • 37 (IVR)
  • DigitsDialed - Customer phone number
  • CallDisposition - 15 (redirect)
  • Duration - Number of seconds it took the Dialer to redirect the call
  • ICRCallKey - Unique key for TCD record
  • ICRCallKeyParent - Call key identifying the initial customer call
  • PeripheralCallKey - Unique peripheral call ID (same as transferred call)
  • ANI - Customer phone number

IVR Plays a Message on VRU PIM to a Customer

  • PeripheralCallType - 1 (ACD in, call comes into IVR)
  • DigitsDialed - Digits dialed to reach the route point, which executes the translation route
  • CallDisposition - 13 (disconnect/drop handled, call was handled by IVR) or 6 (abandon; customer hangs up the phone before the IVR message ends)
  • LocalQTime - Total customer handle time at the IVR
  • ICRCallKey - Unique key for TCD record
  • PeripheralCallKey - Unique peripheral call ID (same as original customer call prior to transfer)
  • ANI - Customer phone number