| Layer | Agent |
| Direction | From CallGem |
| Type of Service | CG |
| Interface ID | AG |
| Message Purpose | This message asks the Agent application to either commence a preview call for a specified agent who is in preview mode, or take another action for him. Used in Progressive mode, it tells the Agent application to screen pop for an agent. See Comment below. |
| Example | BP\TDdefault\CNCustCare\AN2 |
| Explanation | CallGem is asking the agent application to initiate an open preview call for the agent with identifier number 2, on the CustCare campaign. |
| Notes | Where the agent has breathing space (P2 > 0) a BP message will be sent with no session information, but with the parameters PN and P2 set in the message, to indicate the timer countdown and the fact that a PN message is required to end the breather period before the timer expires. The TN parameter will be included for progressive dialing (see The Outbound Calling Cycle), otherwise it will be omitted. |
| Parameters | ||||||
|---|---|---|---|---|---|---|
| Code | Name | Type | Mandatory? | Min Val | Max Val | Description |
| AN | AgentIdentifier | string | true | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; |
| AS | ApplicationSpecificData | string | false | 1 | 4000 | Application Specific parameter |
| BD | BeginDial | boolean | false | 0 | 0 | Send if dialing mode is 'preview (open progressive)'. The BD parameter is used to indicate that the agent application is required to send a Begin Dial [BD] message to commence dial. |
| CN | CampaignName | string | true | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; |
| DT | Data |
|
false | 1 | 128000 | Use this parameter to pass data to the agent application on connect to an agent. Use only if specified in the Make Call [MC] message. |
| P1 | PreviewTimeout | int | false | 0 | 999 | Indicates a number of seconds that a previewing agent can stay previewing without being forced to launch the call. The agent can cancel this timer by sending the Begin Dial [BD] message at any time. The default value of 0 means there is no time limit. |
| P2 | BreatherTimeout | int | false | 0 | 999 | Indicates a number of seconds that a preview agent gets as 'breathing space' before being presented the next preview call. The agent can cancel this timer by sending the Preview Now [PN] message. While the agent is in this state, the agent will be reported as in 'waiting' state in state viewer. The default value of 0 means the agent will spend no time in this state. |
| PN | PreviewNow | boolean | false | 0 | 0 | All numbers held for dialing are returned to the agent application. |
| SI | SessionIdentifier | string | false | 1 | 120 | Either the TN or the SI parameter must be used to identify the called party.
Used to give each called party a unique key. If omitted, CallGem assumes this parameter to be the same as the TN parameter. Session Identifiers. |
| TD | TenantDescriptor | string | false | 1 | 80 | This parameter is alphanumeric and identifies to which tenant this message applies. |
| TN | TelephoneNumber | string | false | 0 | 80 | Either the TN or the SI parameter must be used to identify the called party. Session Identifiers. |
| YO | DisplayName | string | false | 1 | 1024 | From V10.7.657 - The name and other pertinent information related to the customer to be displayed on the agent desktop. |