Voice - User Terminated Section
- _agent_disposition_timeout
- _agent_first_via_rp
- _agent_first_via_tg
- _agent_preview
- _agent_preview_allow_reject
- _agent_preview_data
- _agent_preview_set_notready_reason
- _agent_preview_set_notready_reason_attribute
- _agent_preview_set_notready_reason_key
- _agent_preview_timeout
- _agent_preview_timeout_set_notready
- _agent_preview_via_rp
- _agent_reject_retry_timeout
- _call_timeguard_timeout
- _calling_party_display_name
- _calling_party_number
- _cb_dim_channel
- _cpd_enable
- _dial_retry_timeout
- _disposition_userevent_mediatype
- _enable_disposition_dialog
- _ixn_createcall_hints
- _ixn_createcall_timeout
- _ixn_update_data_time_to_wait
- _max_dial_attempts
- _max_successful_customer_contacts
- _on_user_confirm_timeout
- _plugin_on_dial_associate_ixn
- _plugin_on_dial_invoke_on_call_failed
- _plugin_on_dial_timeout
- _plugin_on_dial_url
- _prefix_dial_out
- _preview_userevent_mediatype
- _route_point
- _trunk_group
- _userterminated_first_connect_party
- _vq_for_outbound_calls
_agent_disposition_timeout
Default Value: 45
Valid Values: integer
Changes Take Effect: Immediately
Time duration allowed for the agent to take action on the Agent Disposition dialog.
_agent_first_via_rp
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.108.02
Enables dialing of the call from the route point (set in the _route_point option) in a user-terminated scenario connect to agent first where the agent preview mode is disabled. Otherwise, the call will be dialed directly from the agent's DN.
This option is mandatory.
_agent_first_via_tg
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04
If true, enables the call dialing from the trunk group (configured in the _trunk_group option) in the following user-terminated scenario. When the trunk group dials the call to the customer, it makes a call to the agent first where the agent preview mode is disabled, and the agent can consult the call to the customer. Finally, the agent can merge the two calls. If the option is false, the call is dialed from the agent's DN.
_agent_preview
Default Value: false
Valid Values: Boolean
Changes Take Effect: Immediately
Enables Agent Preview. If set to true, the Preview Dialog with caller information is displayed to the agent.
_agent_preview_allow_reject
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: Immediately
Allows the agent to reject the call in the preview dialog.
- If the option is set to 0, the preview dialog does not display the reject button.
- If the option is greater than 0, its value determines the number of times that an agent can reject the service request; the reject option will not be displayed to the next agent.
_agent_preview_data
Default Value: Value 1,Value 2,Value 3,Value 4,Value 5
Valid Values: string
Changes Take Effect: Immediately
Comma-separated ordered list of values to be displayed in the agent preview dialog.
_agent_preview_set_notready_reason
Default Value: N/A
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.201.04
String representation of a numeric value. If you configure this option and if _agent_preview_timeout_set_notready = true, it will be used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent.
_agent_preview_set_notready_reason_attribute
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.209.02
If true, adds the reason key and value to the AttributeReason field of the EventAgentNotReady message. This occurs only if the agent is not ready and does not accept the invitation within the amount of time specified by _agent_preview_timeout, when _agent_preview_timeout_set_notready=true. See _agent_preview_set_notready_reason_key to define an attribute key.
_agent_preview_set_notready_reason_key
Default Value: ReasonCode
Valid Values: Any string
Changes Take Effect: Immediately
Introduced: 8.5.209.02
Key to use for the Agent Not Ready reason attribute if _agent_preview_set_notready_reason_attribute=true.
_agent_preview_timeout
Default Value: 30
Valid Values: Integer (seconds)
Changes Take Effect: Immediately
Duration in seconds that the agent has to preview the callback information and submit a reply. The Preview dialog will automatically close after this timeout and submit a reject from the agent. In this scenario, the call will go back in the queue. During this period, the agent is reserved for the Callback interaction and is not an eligible target for other interactions; therefore, Genesys recommends to evaluate carefully when extending this timeout beyond 30 seconds (default).
_agent_preview_timeout_set_notready
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04
If true, and if the agent does not accept or reject the callback preview invitation in time (defined in the _agent_preview_timeout option), the agent status changes to NOT READY. Additionally, if you configured the _agent_preview_set_notready_reason option, this reason is used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent. If false (default), the agent status will not change.
_agent_preview_via_rp
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
If set to true, in an agent preview scenario, the call will be dialed from the route point specified by the _route_point option. Otherwise, the agent DN will make the call.
This option is mandatory.
_agent_reject_retry_timeout
Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Time (in seconds) to wait after the agent rejects the service request prior to putting it back in the queue. While waiting, the callback status is set to QUEUED.
_call_timeguard_timeout
Default Value: 15000
Valid Values: integer
Changes Take Effect: Immediately
Time duration (ms) for CPD (Call Progress Detection) to wait for a response. Setting this value to a low value may result in incorrect call state being returned.
_calling_party_display_name
Default Value:
Valid Values: string
Changes Take Effect: Immediately
Name to be displayed on the customer's device when the call arrives. This value will take effect only if you set up _calling_party_number.
_calling_party_number
Default Value:
Valid Values: string
Changes Take Effect: Immediately
Number to be displayed (Caller ID) on the customer's device when the call arrives at the device
_cb_dim_channel
Default Value: WEB
Valid Values:
Changes Take Effect: Immediately
Callback origination channel that will be reported as part of the callback reporting. This option is generally applicable when one service is used for several channels.
_cpd_enable
Default Value: true
Valid Values: Boolean
Changes Take Effect: Immediately
Enables CPD. If this option is set to true, CPD will be performed on a callback made to the customer.
- If CPD results in a human or silence detection, the call will be routed to the agent.
- If a fax is detected, the call will be disconnected and marked complete.
- If an answering machine is detected, the answering machine treatment is played.
This option is mandatory.
_dial_retry_timeout
Default Value: 300
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.106.16
Time to wait (seconds) between retries to reach the customer.
This option is mandatory.
_disposition_userevent_mediatype
Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Media type for the agent disposition user event generated by the callback application. This option supports an integer value (ENUM) as per TLib specification for Media Types. This option is required when _enable_disposition_dialog is set to true.
_enable_disposition_dialog
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
If set to true, after a callback is completed (interaction deleted) agent is shown a dialog to specify the disposition of the call and schedule a retry as necessary.
This option is mandatory.
_ixn_createcall_hints
Default Value:
Valid Values: JSON-formatted string
Changes Take Effect: Immediately
Modified: 8.5.108.02
Set the hints parameter of the scxml ixn:createcall request for the outbound callback.
- In versions prior to 8.5.108.02, you can use this parameter to override the default CPD behavior and, in this scenario, the _cpd_enable flag is ignored.
- Starting in 8.5.108.02, you can use this parameter to merge the default CPD behavior and, in this scenario, the _cpd_enable flag is ignored. If you do not set this option, Callback adds the default value to the _ixn_createcall_hints parameter.
The following CPD-related values are merged into the _ixn_createcall_hints option.
- "cpd-record":"off"
- "call_answer_type_recognition":"positive_am_detection"
- "cpd-on-connect":"off"
- "call_timeguard_timeout": "15000"
If any of these keys are set in the configured value of _ixn_createcall_hints, the configured value overrides the default values. The OCS Option Descriptions section of the Outbound Contact 8.1 Deployment Guide includes detailed information about these options.
_ixn_createcall_timeout
Default Value: 32
Valid Values: Integer
Changes Take Effect: Immediately
Timeout (in seconds) to wait for the interaction creation.
This option is mandatory.
_ixn_update_data_time_to_wait
Default Value: 5
Valid Values: Integer
Changes Take Effect: Immediately
Introduced: 8.5.231.02
Time to wait in seconds to update interaction data. You can increase this value if callbacks get stuck due to data updates.
_max_dial_attempts
Default Value: 3
Valid Values: Integer
Changes Take Effect: Immediately
Maximum number of attempts to call the customer.
_max_successful_customer_contacts
Default Value: 'undefined'
Valid Values: Integer or 'undefined'
Changes Take Effect: Immediately
Introduced: 8.5.228.02
Maximum number of successful customer contacts. When this option is configured, if the customer abandons the call and if the count of successful customer contacts is greater than or equal to _max_successful_customer_contacts, GMS cancels the callback (COMPLETED, ABANDONED_IN_QUEUE), with no redial attempt.
_on_user_confirm_timeout
Default Value: CONNECT-ANYWAY
Valid Values: CONNECT-ANYWAY, CANCEL
Changes Take Effect: Immediately
Selects the action to perform if the user does not submit his or her confirmation in response to the push notification.
- CONNECT-ANYWAY will continue with the call.
- CANCEL cancels the service request.
_plugin_on_dial_associate_ixn
Default Value: true
Valid Values: Boolean
Changes Take Effect: Immediately
True to allow the ORS session executing the custom plugin to control the call (interaction). This enables the plugin to perform some advanced actions which require the session to be in control of the interaction.
_plugin_on_dial_invoke_on_call_failed
Default Value: true
Valid Values: Boolean
Changes Take Effect: Immediately
True to allow the custom plugin to be invoked even when the dialed call to the customer has failed by not being answered by a human.
_plugin_on_dial_timeout
Default Value: 120
Valid Values: integer
Changes Take Effect: Immediately
Maximum time limit (in seconds) for the plugin to send an asynchronous response to the GMS Callback Service.
_plugin_on_dial_url
Default Value:
Valid Values: String
Changes Take Effect: Immediately
URL of the SCXML custom plugin to execute various custom scenarios after a user terminated callback is dialed; these scenarios depend on the state of the call. By default, there is no value for this option and the plugin execution is disabled.
_prefix_dial_out
Default Value: 9
Valid Values: Integer
Changes Take Effect: Immediately
Prefix required to perform a user-terminated (outbound) call from the system.
_preview_userevent_mediatype
Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Media type for the agent preview user event generated by the callback application. This option supports an integer value (ENUM) as per TLib specification for Media Types. This option is required when _agent_preview_enable is set to true.
_route_point
Default Value:
Valid Values: String
Changes Take Effect: Immediately
Route point from which the system can create a user-terminated (outbound) call.
This option is mandatory.
_trunk_group
Default Value:
Valid Values: routing_point
Changes Take Effect: Immediately
Introduced: 8.5.201.04
Trunk Group from which the system can create a user-terminated (outbound/inbound) call. If you configured _agent_first_via_tg = true, this option is mandatory.
_userterminated_first_connect_party
Default Value: CUSTOMER
Valid Values: CUSTOMER, AGENT
Changes Take Effect: Immediately
First party to connect when _call_direction is set to USERTERMINATED. Set this option to CUSTOMER to call the customer first; set this option to AGENT to call the agent first.
This option is mandatory.
_vq_for_outbound_calls
Default Value:
Valid Values: string
Changes Take Effect: Immediately
Virtual Queue (alias) to which the real call is momentarily queued. Setting this option allows reporting systems, which depend on Virtual Queue events, to gather all the required information related to outbound calls.