Predictive dialing

Learn about call models and flows for predictive dialing.

Related documentation:

• Suite-level guide
• All services
• Voice Microservices Release Notes

RSS:

• For private edition

Beta Program

Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

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