Predictive Dialing

Note the following comments in the call models:

*OPT—Optional.

*DIAL—May be a dialed number or is not present if T-Server has no information about the other party.

Predictive Call

The following graphic and table describe a predictive call.

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, T-Server also attaches 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 may 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 graphic and table describe a predictive call with routing.

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, T-Server also attaches 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 may 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 graphic and table describe a predictive call (connected to a device specified in extensions).

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 may be any of the following:

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