https://all.docs.genesys.com/index.php?action=history&feed=atom&title=VM%2FCurrent%2FVMEventsandModels%2FPredictiveDialing VM/Current/VMEventsandModels/PredictiveDialing - Revision history 2026-05-12T19:29:00Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=VM/Current/VMEventsandModels/PredictiveDialing&diff=123935&oldid=prev WikiSysop: Created page with "{{ArticleSimplifiedWikiEdit |DisplayName=Predictive dialing |Context=Learn about call models and flows for predictive dialing. }} For simplicity, the examples on this page use..." 2022-06-30T18:31:36Z <p>Created page with &quot;{{ArticleSimplifiedWikiEdit |DisplayName=Predictive dialing |Context=Learn about call models and flows for predictive dialing. }} For simplicity, the examples on this page use...&quot;</p> <p><b>New page</b></p><div>{{ArticleSimplifiedWikiEdit<br /> |DisplayName=Predictive dialing<br /> |Context=Learn about call models and flows for predictive dialing.<br /> }}<br /> For simplicity, the examples on this page use abbreviated attribute values. For example, ConnID '''1''', which &amp;ndash; in actual events &amp;ndash; displays as &lt;''ConnID''&gt;@&lt;''metainformation''&gt;.<br /> <br /> The following comments and abbreviations are used in the call models:<br /> *OPT—Optional.<br /> *DIAL—Might be a dialed number or is not present if Voice Microservices have no information about the other party.<br /> <br /> ==Predictive call==<br /> The following table describes a predictive call.<br /> <br /> {{{!}}<br /> {{!}}'''Party A'''<br /> {{!}}'''Party B (ACD Group)'''<br /> {{!}}'''Party C'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}'''Make predictive call (TMakePredictiveCall)'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventDialing&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C''' &lt;sup&gt;*DIAL&lt;/sup&gt;&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Answer'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> CallState '''OK / AnsweringMachineDetected''' &lt;sup&gt;a&lt;/sup&gt;<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''&lt;br/&gt;<br /> ThirdPartyDN '''A''' &lt;sup&gt;*OPT&lt;/sup&gt;&lt;br/&gt;<br /> ThirdPartyDNRole '''Origination''' &lt;sup&gt;*OPT&lt;/sup&gt;<br /> {{!}}<br /> {{!}}-<br /> {{!}}EventRinging&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}'''Answer (TAnswerCall)'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}EventEstablished&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}colspan=&quot;3&quot; style=&quot;text-align:center;&quot; {{!}} '''Release Phase (ConnID 1)'''<br /> {{!}}}<br /> <br /> 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.<br /> <br /> ===Abnormal call flow===<br /> {{{!}}<br /> {{!}}'''Interruption point'''<br /> {{!}}'''Party A'''<br /> {{!}}'''Party B'''<br /> {{!}}'''Party C'''<br /> {{!}}-<br /> {{!}}*<br /> {{!}}<br /> {{!}}EventReleased&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> CallState &lt;sup&gt;a&lt;/sup&gt;<br /> {{!}}<br /> {{!}}-<br /> {{!}}**<br /> {{!}}<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}***<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}}<br /> <br /> a. '''CallState''' in this case can be any of the following:<br /> <br /> *CallStateGeneralError<br /> *CallStateSystemError<br /> *CallStateBusy<br /> *CallStateNoAnswer<br /> *CallStateAnsweringMachineDetected<br /> *CallStateFaxDetected<br /> *CallStateAllTrunksBusy<br /> *CallStateQueueFull<br /> *CallStateDropped<br /> *CallStateSitDetected<br /> *CallStateSitInvalidnum<br /> *CallStateSitVacant<br /> *CallStateSitIntercept<br /> *CallStateSitUnknown<br /> *CallStateSitNocircuit<br /> *CallStateSitReorder<br /> <br /> ==Predictive call with routing==<br /> The following table describes a predictive call with routing.<br /> <br /> {{{!}}<br /> {{!}}'''Party A'''<br /> {{!}}'''Party B (ACD Group)'''<br /> {{!}}'''Party C'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}'''Make Predictive Call (TMakePredictiveCall)'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventDialing&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C''' &lt;sup&gt;*DIAL&lt;/sup&gt;&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Answer'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> CallState '''OK / FaxDetected / AnsweringMachineDetected''' &lt;sup&gt;a&lt;/sup&gt;<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventRouteRequest&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}'''Route call to A (TRouteCall)'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventRouteUsed&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''&lt;br/&gt;<br /> ThirdPartyDN '''A''' &lt;sup&gt;*OPT&lt;/sup&gt;&lt;br/&gt;<br /> ThirdPartyDNRole '''Origination''' &lt;sup&gt;*OPT&lt;/sup&gt;<br /> <br /> EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''&lt;br/&gt;<br /> ThirdPartyDN '''A''' &lt;sup&gt;*OPT&lt;/sup&gt;&lt;br/&gt;<br /> ThirdPartyDNRole '''Origination''' &lt;sup&gt;*OPT&lt;/sup&gt;<br /> {{!}}<br /> {{!}}-<br /> {{!}}EventRinging&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}'''Answer (TAnswerCall)'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}EventEstablished&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}colspan=&quot;3&quot; style=&quot;text-align:center;&quot; {{!}} '''Release Phase (ConnID 1)'''<br /> {{!}}}<br /> <br /> 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.<br /> <br /> ===Abnormal call flow===<br /> {{{!}}<br /> {{!}}'''Interruption point'''<br /> {{!}}'''Party A'''<br /> {{!}}'''Party B'''<br /> {{!}}'''Party C'''<br /> {{!}}-<br /> {{!}}*<br /> {{!}}<br /> {{!}}EventReleased&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> CallState &lt;sup&gt;a&lt;/sup&gt;<br /> {{!}}<br /> {{!}}-<br /> {{!}}** and ***<br /> {{!}}<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}****<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> OtherDN '''C'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}}<br /> <br /> a. '''CallState''' in this case can be any of the following:<br /> <br /> *CallStateGeneralError<br /> *CallStateSystemError<br /> *CallStateBusy<br /> *CallStateNoAnswer<br /> *CallStateAnsweringMachineDetected<br /> *CallStateFaxDetected<br /> *CallStateAllTrunksBusy<br /> *CallStateQueueFull<br /> *CallStateDropped<br /> *CallStateSitDetected<br /> *CallStateSitInvalidnum<br /> *CallStateSitVacant<br /> *CallStateSitIntercept<br /> *CallStateSitUnknown<br /> *CallStateSitNocircuit<br /> *CallStateSitReorder<br /> <br /> ==Predictive call (connected to a device specified in Extensions)==<br /> The following table describes a predictive call (connected to a device specified in extensions).<br /> <br /> {{{!}}<br /> {{!}}'''Party A'''<br /> {{!}}'''Party B&lt;br/&gt;(ACD Group Specified&lt;br/&gt;in the Extensions of TMakePredictiveCall)'''<br /> {{!}}'''Party C&lt;br/&gt;(Routing Point or ACD Group)'''<br /> {{!}}'''Party D'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Make predictive call (TMakePredictiveCall)'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}EventDialing&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''C'''&lt;br/&gt;<br /> ThisQueue '''C'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''D''' &lt;sup&gt;*DIAL&lt;/sup&gt;&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}'''Answer'''<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''C'''&lt;br/&gt;<br /> ThisQueue '''C'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> CallState '''OK/AnsweringMachine-Detected'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''C'''&lt;br/&gt;<br /> ThisQueue '''C'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''D'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''&lt;br/&gt;<br /> ThirdPartyDN '''B'''&lt;br/&gt;<br /> ThirdPartyDNRole '''Origination'''<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventQueued&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> This DN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''D'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}<br /> {{!}}EventDiverted&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> ThisQueue '''B'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''D'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''&lt;br/&gt;<br /> ThirdPartyDN '''A''' &lt;sup&gt;*OPT&lt;/sup&gt;&lt;br/&gt;<br /> ThirdPartyDNRole '''Origination''' &lt;sup&gt;*OPT&lt;/sup&gt;<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}EventRinging&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''D'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}'''Answer (TAnswerCall)'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}EventEstablished&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> ThisDNRole '''Origination'''&lt;br/&gt;<br /> OtherDN '''D'''&lt;br/&gt;<br /> OtherDNRole '''Destination'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}colspan=&quot;3&quot; style=&quot;text-align:center;&quot; {{!}} '''Release Phase (ConnID 1)'''<br /> {{!}}}<br /> <br /> ===Abnormal call flow===<br /> {{{!}}<br /> {{!}}'''Interruption point'''<br /> {{!}}'''Party A'''<br /> {{!}}'''Party B'''<br /> {{!}}'''Party C'''<br /> {{!}}'''Party D'''<br /> {{!}}-<br /> {{!}}*<br /> {{!}}<br /> {{!}}<br /> {{!}}EventReleased&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''C'''&lt;br/&gt;<br /> OtherDN '''D'''&lt;br/&gt;<br /> CallState &lt;sup&gt;a&lt;/sup&gt;<br /> {{!}}<br /> {{!}}-<br /> {{!}}**<br /> {{!}}<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''B'''&lt;br/&gt;<br /> OtherDN '''D'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}-<br /> {{!}}***<br /> {{!}}EventAbandoned&lt;br/&gt;<br /> ConnID '''1'''&lt;br/&gt;<br /> ThisDN '''A'''&lt;br/&gt;<br /> OtherDN '''D'''&lt;br/&gt;<br /> CallState '''OK'''<br /> {{!}}<br /> {{!}}<br /> {{!}}<br /> {{!}}}<br /> <br /> a. '''CallState''' in this case can be any of the following:<br /> <br /> *CallStateGeneralError<br /> *CallStateSystemError<br /> *CallStateBusy<br /> *CallStateNoAnswer<br /> *CallStateAnsweringMachineDetected<br /> *CallStateFaxDetected<br /> *CallStateAllTrunksBusy<br /> *CallStateQueueFull<br /> *CallStateDropped<br /> *CallStateSitDetected<br /> *CallStateSitInvalidnum<br /> *CallStateSitVacant<br /> *CallStateSitIntercept<br /> *CallStateSitUnknown<br /> *CallStateSitNocircuit<br /> *CallStateSitReorder</div> WikiSysop