Predictive dialing

From Genesys Documentation
Jump to: navigation, search
This topic is part of the manual Voice Microservices Events and Models Reference for version Current of Voice Microservices.

Learn about call models and flows for predictive dialing.

For simplicity, the examples on this page use abbreviated attribute values. For example, ConnID 1, which – in actual events – displays as <ConnID>@<metainformation>.

The following comments and abbreviations are used in the call models:

  • OPT—Optional.
  • DIAL—Might be a dialed number or is not present if Voice Microservices have no information about the other party.

Predictive call

The following table describes a predictive call.

Party A Party B (ACD Group) Party C
Make predictive call (TMakePredictiveCall)
EventDialing

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Origination
OtherDN C *DIAL
OtherDNRole Destination

Answer
EventQueued

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Origination
CallState OK / AnsweringMachineDetected a

EventDiverted

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Origination
OtherDN C
OtherDNRole Destination
ThirdPartyDN A *OPT
ThirdPartyDNRole Origination *OPT

EventRinging

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

Release Phase (ConnID 1)

a. If the switch reports that a call is connected to an answering machine, Voice Microservices also attach a key-value pair AnswerClass=AM to the call’s UserData.

Abnormal call flow

Interruption point Party A Party B Party C
* EventReleased

ConnID 1
ThisDN B
OtherDN C
CallState a

** EventAbandoned

ConnID 1
ThisDN B
OtherDN C
CallState OK

*** EventAbandoned

ConnID 1
ThisDN A
OtherDN C
CallState OK

a. CallState in this case can be any of the following:

  • CallStateGeneralError
  • CallStateSystemError
  • CallStateBusy
  • CallStateNoAnswer
  • CallStateAnsweringMachineDetected
  • CallStateFaxDetected
  • CallStateAllTrunksBusy
  • CallStateQueueFull
  • CallStateDropped
  • CallStateSitDetected
  • CallStateSitInvalidnum
  • CallStateSitVacant
  • CallStateSitIntercept
  • CallStateSitUnknown
  • CallStateSitNocircuit
  • CallStateSitReorder

Predictive call with routing

The following table describes a predictive call with routing.

Party A Party B (ACD Group) Party C
Make Predictive Call (TMakePredictiveCall)
EventDialing

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Origination
OtherDN C *DIAL
OtherDNRole Destination

Answer
EventQueued

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Origination
CallState OK / FaxDetected / AnsweringMachineDetected a

EventRouteRequest

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

Route call to A (TRouteCall)
EventRouteUsed

ConnID 1
ThisDN B
ThisDNRole Origination
OtherDN C
OtherDNRole Destination
ThirdPartyDN A *OPT
ThirdPartyDNRole Origination *OPT

EventDiverted
ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Origination
OtherDN C
OtherDNRole Destination
ThirdPartyDN A *OPT
ThirdPartyDNRole Origination *OPT

EventRinging

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN C
OtherDNRole Destination

Release Phase (ConnID 1)

a. If the switch reports that a call is connected to an answering machine, Voice Microservices also attach a key-value pair AnswerClass=AM to the call’s UserData.

Abnormal call flow

Interruption point Party A Party B Party C
* EventReleased

ConnID 1
ThisDN B
OtherDN C
CallState a

** and *** EventAbandoned

ConnID 1
ThisDN B
OtherDN C
CallState OK

**** EventAbandoned

ConnID 1
ThisDN A
OtherDN C
CallState OK

a. CallState in this case can be any of the following:

  • CallStateGeneralError
  • CallStateSystemError
  • CallStateBusy
  • CallStateNoAnswer
  • CallStateAnsweringMachineDetected
  • CallStateFaxDetected
  • CallStateAllTrunksBusy
  • CallStateQueueFull
  • CallStateDropped
  • CallStateSitDetected
  • CallStateSitInvalidnum
  • CallStateSitVacant
  • CallStateSitIntercept
  • CallStateSitUnknown
  • CallStateSitNocircuit
  • CallStateSitReorder

Predictive call (connected to a device specified in Extensions)

The following table describes a predictive call (connected to a device specified in extensions).

Party A Party B
(ACD Group Specified
in the Extensions of TMakePredictiveCall) 		Party C
(Routing Point or ACD Group) 		Party D
Make predictive call (TMakePredictiveCall)
EventDialing

ConnID 1
ThisDN C
ThisQueue C
ThisDNRole Origination
OtherDN D *DIAL
OtherDNRole Destination

Answer
EventQueued

ConnID 1
ThisDN C
ThisQueue C
ThisDNRole Origination
CallState OK/AnsweringMachine-Detected

EventDiverted

ConnID 1
ThisDN C
ThisQueue C
ThisDNRole Origination
OtherDN D
OtherDNRole Destination
ThirdPartyDN B
ThirdPartyDNRole Origination

EventQueued

ConnID 1
This DN B
ThisQueue B
ThisDNRole Origination
OtherDN D
OtherDNRole Destination

EventDiverted

ConnID 1
ThisDN B
ThisQueue B
ThisDNRole Origination
OtherDN D
OtherDNRole Destination
ThirdPartyDN A *OPT
ThirdPartyDNRole Origination *OPT

EventRinging

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN D
OtherDNRole Destination
CallState OK

Answer (TAnswerCall)
EventEstablished

ConnID 1
ThisDN A
ThisDNRole Origination
OtherDN D
OtherDNRole Destination

Release Phase (ConnID 1)

Abnormal call flow

Interruption point Party A Party B Party C Party D
* EventReleased

ConnID 1
ThisDN C
OtherDN D
CallState a

** EventAbandoned

ConnID 1
ThisDN B
OtherDN D
CallState OK

*** EventAbandoned

ConnID 1
ThisDN A
OtherDN D
CallState OK

a. CallState in this case can be any of the following:

  • CallStateGeneralError
  • CallStateSystemError
  • CallStateBusy
  • CallStateNoAnswer
  • CallStateAnsweringMachineDetected
  • CallStateFaxDetected
  • CallStateAllTrunksBusy
  • CallStateQueueFull
  • CallStateDropped
  • CallStateSitDetected
  • CallStateSitInvalidnum
  • CallStateSitVacant
  • CallStateSitIntercept
  • CallStateSitUnknown
  • CallStateSitNocircuit
  • CallStateSitReorder
Retrieved from "https://all.docs.genesys.com/VM/Current/VMEventsandModels/PredictiveDialing (2024-04-16 21:39:44)"
Comments or questions about this documentation? Contact us for support!