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Defined Constants

Field Definitions and Enumeration Values

Some Genesys mandatory fields in a Calling List table are represented as predefined integer constants, called enumeration values. The actual enumeration values are provided in the cfg_locale table in the Configuration Database.

This section provides field definitions. For enumeration values, see Enumeration Table.

A calling list must contain Genesys mandatory fields and may also contain user-defined fields.

Outbound Contact Mandatory Fields in the Default Format provides a description of the Genesys mandatory fields in the Default Outbound Contact format.

 

Outbound Contact Mandatory Fields in the Default Format

Column Name

Data Type

Description

record_id

integer

Unique identification number of a calling record.

contact_info

varchar(128)

Customer's contact information, phone number in the voice campaign.

contact_info_type

integer

Type of contact information, phone type in the voice campaign. See Contact Information Types.

record_type

integer

Type of the record. See Record Types.

record_status

integer

Current status of the record. See Record Statuses.

call_result

integer

Final outcome of the record processing. See Call Result Types.

attempt

integer

Number of attempts made to reach the customer.

dial_sched_time

integer

Date and time (in the record’s Time Zone) for which the processing of the record has been scheduled or rescheduled, in UTC format (seconds since midnight 01/01/1970).

call_time

integer

Latest date and time the record has been processed (dialed), in UTC format.

daily_from

integer

Earliest time of the day when a customer can be contacted (seconds since midnight).

daily_till

integer

Latest time of the day when a customer can be contacted (seconds since midnight).

tz_dbid

integer

Configuration DBID of the time zone object associated with the calling record.

campaign_id

integer

Configuration DBID of the Outbound Dialing Campaign as a part of which the record has been processed.

agent_id

varchar(32)

Login identifier of the agent who handled the record.

chain_id

integer

Unique identification number of the chain to which the record belongs.

app_id

integer

Empty, not used at this time.

chain_n

integer

Unique identification number of the record within the chain.

email_subject

varchar(255)

Empty, not used at this time.

email_template_id

integer

Empty, not used at this time.

group_id

integer

Empty, not used at this time.

media_ref

integer

Empty, not used at this time.

switch_id

integer

DBID of the Switch where the agent who handled the record had logged in.

treatments

varchar(255)

Treatments application history. For more information, see the “Treatments" chapter in the Outbound Contact 8.1 Deployment Guide.

Call Results

The final outcome of a call is stored in the calling list from which the call is dialed. You can view call results for records in calling lists in Genesys Administrator or Outbound Contact Manager. Call results can also be used to select treatments. For example, if a busy signal is reached, then the record can be marked for redialing at a later time. Call results for selecting treatments are chosen in the Outbound Contact Wizard or from the Call Result drop-down list for the Treatment object in Genesys Administrator or Outbound Contact Manager.

Note:

Unknown Call Result is the default value. All records should be set to Unknown Call Result before starting a campaign/campaign group.

Call Result Types shows the call result types.
 

Call Result Types

Call Result

Enumeration Value

Description

Abandoned

21

Call dropped by the customer, while waiting in queue or on routing point; or calls that were dropped by the customer while the call was ringing on the agent’s DN.

Agent CallBack Error

47

OCS generates this call result when a call record is rescheduled according to a “personal callback" request from the desktop application, but, when the scheduled time arrives, OCS either cannot find the designated agent to receive the callback or the connection to Stat Server has been lost.

All Trunks Busy

10

No trunk is currently available to place the call.

Answer

33

Customer was reached at the dialed phone number.

Answering Machine Detected

9

Answering machine was detected at the dialed phone number.

Bridged

31

Reserved for future use.

Busy

6

Dialed phone number was busy.

Call Drop Error

42

Error occurred while dropping the call.

Cancel Record

52

Record has been canceled.

Cleared

19

Reserved for future use.

Conferenced

2

Reserved for future use.

Consult

24

Reserved for future use.

Converse-On

30

Reserved for future use.

Covered

29

Reserved for future use.

Deafened

49

Reserved for future use.

Dial Error

41

Hardware error from a Dialogic board or from a call progress detection (CPD) board on the switch. This call result might have also been assigned to a dial attempt in scenarios where a pre-connect CPA finished with a contradictory result such as “no ringback" or “positive voice", or CPD Server was not able to recognize certain elements in ISDN or SIP messages received when the call disconnected.

Do Not Call

51

Record has been marked as Do Not Call.

Dropped

26

Call was dropped by the dialer after being dialed. Call is dropped if the following timers expire:

  • call_wait_in_queue_timeout
  • call_wait_original_establish_timeout

Dropped on No Answer

27

Call has been dropped or released from an established three-way call before being answered.

Fax Detected

17

Fax machine was detected at the dialed phone number.

Forwarded

23

Reserved for future use.

General Error

3

General error occurs when a call is not completed, possibly caused by an invalid phone number in the record or a wrong number according to the switch.

Group CallBack Error

48

Generated by OCS internally when a call record is rescheduled according to a “Campaign Callback" request from the desktop application; however, OCS cannot find an available agent to receive the callback record.

Held

50

Reserved for future use.

No Answer

7

Ring without answer at destination.

No Dial Tone

35

Absence of dial tone based on an error returned by the Dialogic board or the call progress detection board on the switch.

No Established Detected

38

Reserved for future use.

No Port Available

44

No port is available to place the call.

No Progress

36

Reserved for instances in which the call progress detection either did not start or has been terminated due to a Dialogic hardware or CPD Server configuration error.

No RingBack Tone

37

There is no ringback tone on the called line.

NU Tone

34

A special Public Switched Telephone Network (PSTN) code valid only in Europe.

OK

0

Call result is unset; that is, the call record has not been dialed.

Overflowed

20

Reserved for future use

Pager Detected

39

Pager was reached at the dialed phone number.

Pickedup

25

Reserved for future use.

Queue Full

18

Reserved for future use.

Redirected

22

Reserved for future use.

RemoteRelease

5

Call was released in response to an error on the switch or no contact with called party.

Silence

32

Call was dialed; however, there was no call progress indication.

SIT Detected

8

Any type of network tone.

SIT IC (Intercept)

13

Applies only if the network supports this specific SIT tone; check with the switch vendor for confirmation.

SIT Invalid Num

11

Applies only if the network supports this specific SIT tone; check with the switch vendor for confirmation.

SIT NC (No Circuit)

15

Applies only if the network supports this specific SIT tone; check with the switch vendor for confirmation.

SIT RO (Reorder)

16

Applies only if the network supports this specific SIT tone; check with the switch vendor for confirmation.

SIT Unknown Call State

14

Applies only if the network supports this specific SIT tone; check with the switch vendor for confirmation.

SIT VC (Vacant Code)

12

Applies only if the network supports this specific SIT tone; check with the switch vendor for confirmation.

Stale

46

Call result is marked as Stale in the following scenario:

  1. The following timer has expired: stale_clean_timeout
  2. OCS marks the call result as Stale if an outbound call was transferred from:
  • a queue to a DN which is either not registered for OCS or does not have a logged in agent.
  • an agent in an outbound campaign to a DN that is not registered for OCS.

Switch Error

43

No dial tone received.

System Error

4

Dialing software error from the Dialogic driver or call progress detection (CPD) from the switch.

Transfer Error

45

Dialer has a problem transferring calls based on call action.

Transferred

1

Reserved for future use.

Unknown Call Result

28

Default. All records should be set to this call result before starting a campaign/campaign group.

Wrong Number

53

Intended person cannot be reached at this number. This call result is sent by the desktop application and is not detected by the dialer.

Wrong Party

40

Call is answered but by a wrong party; this call result is sent by the desktop application and not detected by the dialer.

Note:

Of those call results listed in Call Result Types, OCS can receive from dialing engines (for example, T-Server and CPD Server) only those that have a description, unless otherwise noted.

However, Agent Desktop can use any call result (for example, any reserved call result or call result enumeration value that is not identified in Call Result Types.) in its communication to OCS. For example, if Agent Desktop delivers UpdateCallCompleteStats or RecordProcessed to OCS with a call result equal to 24 “Consult" or 999, OCS properly stores this result in the calling list and sends it to the reporting engines.

Be aware that you can apply treatments only to those call results listed in Call Result Types.

Call Result Mapping by OCS

In Outbound Contact, Outbound Contact Server performs mappings of the call progress and call status. When Outbound Contact Server receives call progress/call status reports from CPD Server, OCS maps them into a single Call Result. This Call Result is then stored in the Calling List Record and kept in a record history log.
Call Result Mappings Created by OCS shows examples of Call Result Mappings created by OCS.
 

Call Result Mappings Created by OCS

Call Status

CPD Call Result Value

Database Result

A voice, answering machine, or FAX machine answers the call, but the EventEstablished does not arrive on time. Call is released.

IAttr_CallStatus Call has been released
Attr_CallProgress TransferError

Transfer Error

A voice answers the call. The call transfer starts but does not complete on time due to expiration of call_wait_in_queue timeout or another calling-party related error during the transfer. Call is dropped.

IAttr_CallStatus Call has been dropped
Attr_CallProgress Answer

Dropped

A voice answers the call. The call transfer starts but does not complete on time due to called party disconnection or a called-party related error during the transfer. Call is abandoned.

IAttr_CallStatus Call has been abandoned
Attr_CallProgress Answer

Abandoned

Answering machine or FAX machine answers the call. The call transfer starts but does not complete on time due to expiration of call_wait_in_queue timeout or another error during the transfer. Call is released.

IAttr_CallStatus Call has been released
Attr_CallProgress AnsweringMachine/Fax

Answering Machine/FAX

Answering machine or FAX machine answers the call. Call transfer is not required. Call is released.

IAttr_CallStatus Call has been released
Attr_CallProgress AnsweringMachine/Fax

Answering Machine/FAX

Conflicting Call Result Mappings contains call results that CPD Server considers to be conflicting only. They can be controlled by the pre-connect-cpd-priority and post-connect-cpd-priority CPD Server options. Refer to the Outbound Contact 8.1 Deployment Guide for more information about these options.
 

Conflicting Call Result Mappings

Dialogic Result

T-Server Result

Possible Cause

NU Tone

EventDestinationBusy with CallState AllTrunksBusy

The wrong tone was sent by the switch or there was a detection error.

NU Tone

EventDestinationBusy with CallState Busy

The wrong tone was sent by the switch or there was a detection error.

NU Tone

EventEstablished/Answer

No real answer supervision on the last leg of the call.

Operator Intercept/SIT

EventDestinationBusy with CallState AllTrunksBusy

The wrong tone was sent by the switch or there was a detection error.

Operator Intercept/SIT

EventDestinationBusy with CallState Busy

The wrong tone was sent by the switch or there was a detection error.

Operator Intercept/SIT

EventEstablished/Answer

No real answer supervision on the last leg of the call.

No Answer

EventEstablished/Answer

No real answer supervision on the last leg of the call.

Data Types

Data types determine the type of data that can be stored in a field. See Data Type Values for data type values.
 

Data Type Values

Data Type

Description

char

Character string with a fixed length

datetime

Date and time

float

Real number

int

Integer

varchar

Character string of variable length

[Unknown Data Type]

Default

Contact Information Types

Contact information types pertain to contact information. For descriptions, see Contact Information Types.

Contact Information Types

Phone Type

Description

Business With Extension

Office number with extension

Direct Business Phone

Office number

E-mail Address

E-mail address

Home Phone

Household number

Mobile

Mobile number

Modem

Modem number

No Contact Type

No phone type selected

Pager

Pager number

Pin Pager

Pager number with PIN

Vacation Phone

Vacation number

Voice Mail

Voice mail number

Note: 

For Enumeration (Enum) values that correspond to the defined constants in this table, see Enumeration Table.

Record Types

Record types show if a record is to be dialed, not dialed, or scheduled. See Record Types.

Record Types

Record Type

Description

Campaign CallBack

Used by the agent to reschedule a call and have the call delivered to any agent in the Campaign Group when the callback occurs. See also the predictive_callback option.

Campaign Rescheduled

Default value for a record that has been rescheduled by a call treatment.
Note: If a record originally of the Callback type receives a busy or no answer result and has a treatment automatically applied, it retains the Callback type following the treatment. However, if such a Callback is explicitly rescheduled by an agent after connecting to the destination, the record takes the new type of Rescheduled.

General

Default for dialing records.

No Call

Used to show that the record will not be called.

No Record Type

No record type selected.

Personal CallBack

Used by the agent to reschedule a call and have the call delivered to that agent when the callback occurs.

Personal Rescheduled

Used by the agent to reschedule a call by applying a treatment that allows only that agent to take the call when the callback occurs.

Unknown Record Type

Record type is unrecognized.

Note:

For Enumeration (Enum) values that correspond to the defined constants in this table, see Enumeration Table.

Record Statuses

A record status shows the latest status of a record. Record statuses can be viewed for a calling list in Outbound Contact Manager or Genesys Administrator. See Record Statuses.
 

Record Statuses

Record Status

Description

Agent Error

An outbound call was distributed to a DN not monitored by OCS. OCS is not registered on that DN.

Canceled

A record has been canceled by Agent request or through the Communication DN Protocol.

Chain Ready

Reserved for future use

Chain Updated

Reserved for future use

Missed CallBack

Personal CallBack or Campaign CallBack has been missed and treatment action “Mark As Agent Error" was applied to record. Also see the predictive_callback option.

No Record Status

Record status is not set; that is, the call record is not ready to be dialed.

Ready

Default value; The record is ready to be dialed.

Retrieved

A record is retrieved from the database and is in the active dialing queue.

Stale

Outbound Contact has not received acknowledgment of any user event sent to the agent’s desktop application regarding this record. For all records that are considered stale (no longer useful) due to a desktop crash, and for all records that remain on the desktop without being updated in the database: OCS changes the record_status to Stale when a campaign is unloaded.

The record status is marked as stale in the following scenarios:

  • If a record was dialed and not updated in the database as a result of the call progress or request from a desktop, after campaign ForceUnload request the record status is updated as Stale.
  • If a request to update a record was sent from OCS to DB Server but DBError was received as the response, after campaign Unload or ForceUnload request the record status is updated as Stale.
  • If a request to update a record was sent from OCS to DB Server but the response from it was not received, after campaign Unload or ForceUnload request the record status is updated as Stale.

Updated

Shows the record is updated in the database and will not be dialed again.

Note:

For Enumeration (Enum) values that correspond to the defined constants in this table, see Enumeration Table.

Combining Record Statuses and Record Types

Record statuses and record types can be combined as shown in Record Status and Record Type Combinations.
 

Record Status and Record Type Combinations

Record Status

Record Type

Ready

General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack

Retrieved

General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack

Updated

General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack
No Call

Stale

General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack

Canceled

General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack

Agent Error

General
Campaign Rescheduled
Personal Rescheduled
Personal CallBack
Campaign CallBack

Missed CallBack

Personal Rescheduled
Personal CallBack
Campaign CallBack

Note:

For Enumeration (Enum) values that correspond to the defined constants in this table, see Enumeration Table.

 

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This page was last modified on March 30, 2016, at 12:51.