Call Priority

Calls are assigned a default priority of 1, unless a different priority is set in the workflow.

• 1—Lowest.

• 10—Highest.

• N/A—Call is abandoned before a priority is assigned.

Call Result

• 1—Customer answers and is connected to an agent.

• 2— Fax machine or modem is detected.

• 3— Answering machine is detected.

• 4— Network reports an invalid number.

• 5—Customer does not want to be called again.

• 6—Call connected, but wrong number.

• 7—Call connected, but reached the wrong person.

• 8—Customer requests callback.

• 11—Busy tone is detected.

• 15—Customer phone timed out because either the customer did not answer or there is a gateway failure.

• 16—Call is abandoned because either the Interactive Voice Response (IVR) port is not available or Unified CCX fails to transfer the call to the IVR port.

• 17— Call failed due any one of the following reasons:

  • Dialer asked the Gateway to cancel a call that has not yet been placed

  • Gateway has declined the call

  • Gateway is down or Gateway has timed out while placing the call

  • Gateway failure or configuration issues at the Gateway.

  • After an Answering Machine is detected, the call is disconnected from the Gateway with a Bye request before the Termination Tone from Answering Machine is detected.

• 18—Customer abandons the call. Customer disconnects the call within the Abandoned Call Wait Time that is configured in the Unified CCX Application Administration web interface.

Call Status

• 1—Pending. Call is pending.

• 2—Active. Record is sent to the outbound subsystem for dialing.

• 3—Closed. Record is closed.

• 4—Callback. Record is marked for a callback.

• 5—Max Calls. Maximum attempts are made for the record, so it is closed.

• 6—Retry. Call is redialed immediately whenever there is any miss in the callbacks for Retries with Delay.

• 7—Unknown. If the outbound system is restarted with active records then the records are moved to Unknown state.

• 8—Retries with Delay. Call is redialed because the contact was either busy or did not answer, or the customer or the system abandoned the call.

  Retry time is set according to the corresponding configuration in the Unified CCX Application Administration web interface.

Call Type

• 1 = Conference.—Conference call.

• 2 = Inbound ACD.—Unified CCX call that is handled by an agent.

• 3 = Inbound non-ACD on IPCC.—Non-Unified CCX call that is received by the agent on a Unified CCX extension.

• 4 = Inbound non-ACD on non-IPCC.—Non-Unified CCX call that is received by the agent on a non-Unified CCX extension.

• 5 = Outbound on IPCC.—Call that an agent dials on a Unified CCX extension.

• 6 = Outbound on non-IPCC.—Call that an agent dials on a non-Unified CCX extension.

• 7 = Transfer-In.—Call that is transferred to an agent.

• 8 = Transfer-Out.—Call that the agent transfers out.

Contact Disposition

The following are the contact dispositions and their respective values based on the outcome of the call:

• 1—Abandoned

• 2—Handled

• 4—Aborted

• 5 to 98—Rejected

• 99—Cleaned

Contact Type

• 1 = Incoming. Outside call that is received by Unified CCX.

• 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.

• 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.

• 4 = Redirect. A previous call leg that redirected the call to this leg.

• 5 = Transfer-in. A previous call leg that transferred the call to this leg.

• 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.

• 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.

Destination Telephone Number / Destination DN and Destination Type

• 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.

• 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.

• 3 = Unknown. Call that is presented either to an outside destination through a gateway or to an unmonitored device. Displays the telephone number that is dialed.

Monitoring Session Status

• Normal – Monitored—Monitoring is completed successfully.

• Normal – Agent RNA—Agent did not answer the call.

• Error – Unable to Stop Monitoring—Supervisor presses the * key to terminate the monitoring session, but it fails to terminate.

• Error – Unable to Monitor New Call—Supervisor chooses to monitor a new call, but the system fails to respond.

• Error – Agent Logged Off—The agent whom supervisor wants to monitor has logged off.

• Error – Network Problem—Monitoring session is not successful due to network problems.

• Error – VoIP Server Unable to Communicate—Monitoring session is not successful because the server with the Unified CCX Monitoring component fails to communicate.

• Error – Monitoring Not Allowed—Supervisor attempts to monitor an agent or a CSQ that is not on the Allowed list.

• Error – Agent Not Logged In—The agent whom supervisor intends to monitor is not logged in.

• Error – Invalid Input—Supervisor enters an input that the system does not recognize.

• Error – Other—Errors that are not defined in any of the above messages.

Originator Telephone Number / Originator DN and Originator Type

• 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.

• 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.

• 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Predefined Reason Codes