Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(4)
Dialer_Detail Table
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Dialer_Detail Table

Dialer_Detail Table

About the Dialer_Detail Table

The Dialer_Detail table is a historical table that is present in the Unified CCE/CCH database in Releases 7.2(2) and later. Its purpose is to allow detailed dialer records to be written to the Logger databases and replicated to each HDS database.

This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other Unified CCE/CCH components). Use only DBDateTime (date and time of the record that was written to the HDSdatabase) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs.

Advantages

Data stored in this table allows for better management of the system and generation of custom reports.

For example, the table stores the following information:

  • The Account Number for the contact and the Call Result, so that the last termination code can be obtained for each contact.
  • An identifier for the Agent so that skipped records and callbacks scheduled by each agent can be determined.
  • Additional data for better troubleshooting of Outbound Dialer attempts such as the CallID that was used to place the call.

Data Flow

  1. After making an attempt to contact a customer, the Dialer sends the results to the Campaign Manager in a CloseCustomerRecord message. The CloseCustomerRecord message is also sent if the Agent chooses to skip a call in preview mode. Results for Personal Callback attempts are sent to the Campaign Manager using a ClosePersonalCallbackRecord message.
  2. Campaign Manager then sends a Dialer Detail record to the Router. At this point, the message flow is identical to all other historical data in the system.
  3. The Router passes the historical data information to the Historical Logger process.
  4. The Historical Logger process commits the data to the Logger database.
  5. The Replication process on the Logger passes the historical data to the Replication process on the Historical Data Server (HDS).
  6. The Replication process on the HDS commits the data to the HDS database.

Fault Tolerance

When the Router is down or the Campaign Manager loses the connection to the Router, the Campaign Manager stores Dialer_Detail records in a file on the server where Campaign Manager is running. All the Dialer_Detail records in the cached file are sent to the Router when the connection is restored.

Dialer_Detail Table Database Fields and Descriptions

For a full description of the database fields for the Dialer_Detail table, see the Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted.

CallResult Codes and Values

The CallResult field can be populated with the following values:

Table 1 CallResult Codes and Values

Value

Description

0

Dialer has not yet attempted to contact that customer record

2

Error condition while dialing

3

Number reported not in service by network

4

No ringback from network when dial attempted

5

Operator intercept returned from network when dial attempted

6

No dial tone when dialer port went off hook

7

Number reported as invalid by the network

8

Customer phone did not answer

9

Customer phone was busy

10

Customer answered and was connected to agent

11

Fax machine detected

12

Answering machine detected

13

Dialer stopped dialing customer due to lack of agents or network stopped dialing before it was complete

14

Customer requested callback

16

Call was abandoned by the dialer due to lack of agents

17

Failed to reserve agent for personal callback.

18

Agent has skipped or rejected a preview call or personal callback call.

19

Agent has skipped or rejected a preview call with the close option

20

Customer has been abandoned to an IVR

21

Customer dropped call within configured abandoned time

22

Mostly used with TDM switches - network answering machine, such as a network voicemail

23

Number successfully contacted but wrong number

24

Number successfully contacted but reached the wrong person

25

Dialer has flushed this record due to a change in the skillgroup or the campaign

26

The number was on the do not call list

27

Call disconnected by the carrier or the network while ringing

28

Dead air or low voice volume call

CallStatusZone Values

The CallStatusZone1 and CallStatusZone2 fields can be populated with the following values that show the current status of the customer record for the zone.

The values are:

Table 2 CallStatusZone Values

Value

Description

A

Active: Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been sent to a dialer for dialing.

B

A callback was requested. Stored in CallStatusZone1 and CallStatusZone2 field when a regular callback (non personal callback) has been scheduled. The Callback time itself is stored in both the CallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the callback overrides the individual zones.

C

Closed: Record has been closed for that particular zone, so the record will not be retried again for that zone (zone1 or zone2).

J

Agent rejected (closed out the record)

M

The maximum number of attempts has been reached. Stored in both CallStatusZone1 and CallStatusZone2. A record is set to "M" when it has dialed the maximum times as specified in the campaign and will not be retried again. Both zones are set to "M" to indicate no further calling in either zone.

P

Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before any dialing has taken place. The record remains in the pending state for a particular zone until all of the numbers specified for that zone are dialed. A pending contact which has already dialed at least one dialer from its sequence will have at least one CallBackDateTimeXX column filled in with a retry time.

R

Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled. The retry time itself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the individual number column CallbackDateTimeXX, where XX is the number to be retried (01 - 10). Call can be retried for a variety of reasons, including receiving a busy or no answer result.

S

A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A record is set to "S" when it has been scheduled for a personal callback. Both zones are set to "S" to indicate that the record has been moved to the personal callback list.

U

Unknown: Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its status was Active when the Campaign Manager started or the Dialer re-started. The record will stay in the Unknown state until it gets an update. If the Campaign Manager fails to get an update within sixty minutes, it will return the record to Pending.

X

For a personal callback, the agent is not available, and the reschedule mode is Abandon. (This value is used for CallStatusZone1 only.)

DialingMode Values

The DialingMode field can be populated with the following values that show the campaign mode for the call. This field is NULL for Do Not Call entries.

Values are shown in the following table.

Table 3 DialingMode Values

Value

Description

1

Predictive only

2

Predictive blended

3

Preview only

4

Preview blended

5

Progressive only

6

Progressive blended

7

Direct preview only

8

Direct preview blended

CallResults Table

The following CallResults table maps the call result to the campaign call report.

Table 4 CallResults Table

Call Result

Description

Reporting Column

Counted as Attempt?

Detected Live Voice?

Retry Action

2

Error condition while dialing

None

No

No

None, but returned to the pending state

3

Number reported not in service by network

None

Yes

No

None

4

No ringback from network when dial attempted

NoRingBack

Yes

No

No answer

5

Operator intercept returned from network when dial attempted

SITTone

Yes

No

None

6

No dial tone when dialer port went off hook

NoDialTone

Yes

No

No answer

7

Number reported as invalid by the network

SITTone

Yes

No

None

8

Customer phone did not answer

NoAnswer

Yes

No

No answer

9

Customer phone was busy

Busy

Yes

No

Busy

10

Customer answered and was connected to agent

Voice

Yes

Yes

None

11

Fax machine detected

Fax

Yes

No

None

12

Answering machine detected

AnsweringMachine

Yes

No, but transfer to agent possible

Answering Machine, if needed

13

Dialer stopped dialing customer due to lack of agents

Cancelled

Yes

No

Dialer Abandoned

14

Customer requested callback

Callback & PersonalCallback

Yes

Yes

None

15

Callback Machine

Callback & PersonalCallback

Yes

No

None

16

Call was abandoned by the dialer due to lack of agents

Abandon

Yes

Yes

Dialer Abandoned

17

Failed to reserve agent for personal callback

None

No

No

No answer

18

Agent has skipped or rejected a preview call or personal callback call

AgentRejected

No

No

No answer

19

Agent has skipped or rejected a preview call with the close option

AgentClosed

No

No

None

20

Customer has been abandoned to an IVR

AbandonToIVR

Yes

Yes

Dialer Abandoned, if needed

21

Customer dropped call within configured abandoned time

CustomerAbandon

Yes

Yes

Customer Abandoned

22

Mostly used with TDM switches - network answering machine, such as a network voicemail

NetworkAnsMachine

Yes

No

Answering Machine, if needed

23

Number successfully contacted but wrong number

WrongNumber

Yes

Yes

None

24

Number successfully contacted but reached the wrong person

CustomerNotHome

Yes

Yes

Customer not home

25

Dialer has flushed this record due to a change in the skillgroup, the campaign, or some other parameter

None

No

No

None, but returned to the pending state

26

The number was on the do not call list

None

No

No

None

27

Network disconnected while alerting

NoRingback

Yes

No

No answer

28

Low Energy or Dead Air call detected by CPA

NoRingback

Yes

No

No answer

Outbound dialer call result for combinations of PSTN and status code

The following dialer call results corresponds to the combinations of PSTN cause code and Status code specified in the Dialer_ Detail table.

Status code: Status code is a 3-digit integer result code that indicates the outcome of an attempt to understand and satisfy a SIP request.

PSTN cause code: In signaling context, PSTN cause codes are used to indicate certain events or conditions in the network.

CheckCallState: Indicates whether the call is active or not . TRUE value implies that the call is active.

CallState: Indicates the intermediate call state. When a call is active, it can have any one of the following values - CS_INITIATED, CS_ALERTED, and CS_CONNECTED.

DialerCallResult: Indicates the SIP Dialer call result for the respective SIP status code and PSTN cause code.

Table 5  Outbound Dialer Call Result for PSTN and status code combinations
StatusCode PSTNCauseCode CheckCallState CallState DialerCallResult System Type Values (from Dialer detail: CallResult)
404 0 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
404 1 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
404 31 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
404 20 FALSE CS_NONE NOT_IN_SERVICE 3
408 120 FALSE CS_NONE NO_DIALTONE 6
410 22 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
480 18 TRUE CS_INITIATED NO_RINGBACK 4
480 18 TRUE CS_ALERTED NO_ANSWER 8
480 19 FALSE CS_NONE NO_ANSWER 8
480 20 TRUE CS_INITIATED NO_RINGBACK 4
480 20 TRUE CS_ALERTED NO_RINGBACK 4
480 20 TRUE CS_CONNECTED CUSTOMER_ABANDONED 21
480 20 TRUE CS_NONE NO_RINGBACK 4
481 127 FALSE CS_NONE CUSTOMER_ABANDONED 21
484 28 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
485 1 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
486 0 FALSE CS_NONE BUSY 9
486 17 FALSE CS_NONE BUSY 9
487 127 TRUE CS_NONE NO_DIALTONE 6
487 127 TRUE CS_INITIATED NO_RINGBACK 4
487 127 TRUE CS_ALERTED NO_ANSWER 8
502 38 FALSE CS_NONE NO_DIALTONE 6
502 0 FALSE CS_NONE NO_DIALTONE 6
503 0 FALSE CS_NONE NO_DIALTONE 6
503 34 FALSE CS_NONE NO_DIALTONE 6
503 41 FALSE CS_NONE NO_DIALTONE 6
503 42 FALSE CS_NONE NO_DIALTONE 6
503 47 FALSE CS_NONE NO_DIALTONE 6
503 87 FALSE CS_NONE NO_DIALTONE 6
580 47 FALSE CS_NONE NO_DIALTONE 6
500 4 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
500 5 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
500 6 FALSE CS_NONE NO_DIALTONE 6
500 44 FALSE CS_NONE NO_DIALTONE 6
500 8 TRUE CS_INITIATED NO_RINGBACK 4
500 9 TRUE CS_INITIATED NO_RINGBACK 4
500 39 TRUE CS_INITIATED NO_RINGBACK 4
500 16 TRUE CS_INITIATED NO_RINGBACK 4
500 16 TRUE CS_ALERTED NO_ANSWER 8
500 16 TRUE CS_CONNECTED CUSTOMER_ABANDONED 21
500 44 FALSE CS_NONE NO_DIALTONE 6
500 46 FALSE CS_NONE BUSY 9
500 63 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
500 86 FALSE CS_NONE CUSTOMER_ABANDONED 21
604 1 FALSE CS_NONE NUMBER_NOT_ALLOCATED 7
600 17 FALSE CS_NONE BUSY 9