- Preface
- Outbound Business Concepts
- Architectural Overview
- Outbound Option Installation: Preliminary Steps
- Outbound Option Installation: SIP Dialer
- Outbound Option Installation: SCCP Dialer
- Configuration of Campaigns and Imports
- Administrative and Supervisory Tasks
- Registry Settings
- Long Distance Digit Prefix Logic
- Dialer_Detail Table
- Termination_Call_Detail Table
- Dialing_List Table
- Schedule of Contacts Between Customers and Agents
- CTI OS Outbound Option ECC Variable Settings
- Index
Contents
- Termination_Call_Detail Table
- Peripheral call types
- Map Release 8.x to Release 6.0(0) and Earlier Peripheral Call Types
- Call Disposition Values Used in Termination_Call_Detail Table
- CED Column Values
- TCD Column Descriptions
- Reservation Calls
- IPCC Reservation Call
- MR PIM Reservation Entry Not a Real Call (TCD)
- MR PIM Route Request (RCD - route_call_detail)
- Customer Calls
- Transfer to IVR TCD Records
- Initial Customer Call on PIM Transferred to Route Point
- Transferred Customer Call on Unified CM PIM Redirected to IVR
- IVR Plays a Message on VRU PIM to a Customer
Termination_Call_Detail Table
This appendix provides a summary of new peripheral call types that identify the dialing mode of reservation and customer calls, and describes the PeripheralCallType and CallDisposition column values used in the Termination_Call_Detail table. It also provides the CED column values for Outbound Option reservation or personal callback calls.
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.
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
CED Column Values
The CED column values for Outbound Option reservation or personal callback calls are as follows:
"Callback" = Personal callback customer call
"ICM_BA_Reservation_Call" = Reservation call
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
- MR PIM Reservation Entry Not a Real Call (TCD)
- MR PIM Route Request (RCD - route_call_detail)
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.
Column Name |
Description |
|---|---|
PeripheralCallType |
One of the following:
|
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 |
Column Name |
Description |
|---|---|
AgentSkillTargetID |
ICM agent ID |
SkillGroupSkillTargetID |
ICM skill group ID |
PeripheralCallType |
One of the following:
|
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
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
- Transferred Customer Call on Unified CM PIM Redirected to IVR
- IVR Plays a Message on VRU PIM to a Customer
Initial Customer Call on PIM Transferred to Route Point
- PeripheralCallType - one of the following:
- 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:
- 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