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API Message Reference

NB - Number Back

Layer	Campaign
Direction	From CallGem
Type of Service	CG
Interface ID	CA
Message Purpose	This message is sent to the Agent application in respect of telephone numbers for which no connection is made with an agent (unless the Return Option (RO) parameter is included in the Open Campaign [OC] message. In that case, the Agent application wants to receive Number Back [NB] messages for all calls, not just unsuccessful ones).
Example	NB\TDTenant1\CNCustCare\TN01992783287\ASEx100\RE2\RA
Explanation	There was no answer when the telephone number 01992783287 was dialed for the CustCare campaign. Application specific information "Ex100" that was tagged to the telephone number when it was first sent to CallGem by the agent application is also appended. RE2 denotes the no answer code.
Notes	There is one instance when this message is not sent, namely when machine detection is done by an agent (and whether or not the Retry Advise (RA) parameter is turned on in the case of answering machines). If CallGem is managing retries, then when numbers are returned to the agent application when a campaign is closed (or suspended if the Send Numbers Back (SB) parameter is used in the Suspend Campaign [SC] message), all numbers from the retry queues will have a Reason (RE) parameter included, specifying which retry queue they have come from. As the AN parameter can only be sent for agents in preview mode, we have provided a second identifier, the AG parameter, which can be used for all agent-handled calls. It will usually carry the same value as the AN parameter and both can be used in conjunction if required. Related Links: Number Back [NB] - CallGem to Agent The YS and YA parameters were added from V10.5.

Parameters

Code

Name

Type

Mandatory?

Min Val

Max Val

Description

AgentAlternativeIdentifier

string

false

Can be sent for any agent, including those in preview mode. Value usually the same as AN.

AgentIdentifier

string

false

Gets reflected in the Number Back [NB] message for all Make Call [MC] messages that have an associated AN parameter. This includes preview and agent-specific calls made in predictive or progressive mode.

AgentOutcome

int

false

9999

This parameter must always have a numeric value associated with it, with a range from 0 to 9999.

See Agent Outcomes for details of how to use this parameter.

ApplicationSpecificData

string

false

4000

Application Specific parameter

RingBackAgent

string

false

The agent identifier of the agent that will be talking to the customer.

RingBackNumber

string

false

The telephone number that will be dialed.

RingBackTimer

string

false

This parameter follows the OLEDateTime format.

CampaignName

string

true

User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;

DontDial

boolean

false

From V10.6.408 - Don't dial parameter. No value required.

If present, it means that the agent chose not to dial the call.

If it is not present, it means that the agent chose to have the call dialed.

DialedNumber

string

false

From V10.6.408 - The Dialed Number parameter is an alternative for third-party integration where the session ID is not known. It has the effect of removing all calls from the campaign that match the telephone number supplied.

Data

struct

false

128000

This parameter may be used to pass data back to the agent application on completion of a call. Use only if the campaign was opened with the RO parameter and the Transaction Complete [TC] message had a DT parameter.

FollowUpCall

boolean

false

CallGem allows agent-directed ad-hoc calls to be placed when an agent is in one of the following states:

logged into an inbound or outbound ACD campaign

on wrap in an inbound or outbound campaign

logged into the system campaign

The FC parameter indicates in all cases that the call is an ad-hoc call and does not form part of the campaign (or its dialing stats).

GroupAddress

string

true

From V10.6.408 - Group address parameter.

Inbound

boolean

false

From V10.6.408 - The IB parameter indicates that the call is inbound.

RawCause

int

false

999

The raw clearing cause associated with the call. Note the cause codes are dependent on the inderlying transport. ISDN causes will range from 0 to 127. SIP causes will range from 100 to 699.

ListIdentifier

string

false

From V10.6.395 - The call may originate from one of a number of lists. The list identifier is used for reporting on Linked Campaigns.

MediaData

string

false

128000

From 10.7.324 - Media Data parameter; used to build up conversation history for a session

RetryAdvise

boolean

false

This parameter is sent when the user wants to be advised that a retry will be made by CallGem.

Reason

int

true

999

This code indicates the outcome of all calls whether successful or not.

0	Call not made. Reasons for this will include - end of shift, a request by the agent application to return the number in the Remove Number [RN] message, and value in Planned Time (PT) parameter (see Make Call [MC] message) has been exceeded whilst campaign suspended. This Outcome is generated by CallGem and must not be mapped from an Agent Outcome.
1	Busy
2	No Answer
3	Fax
4	Modem
5	Answering machine
6	Call failure. e.g. on account of network load, phone offhook, dead line
7	Abandoned call
8	Call interrupted by telephony layer (e.g. switch). This Outcome is generated by CallGem and must not be mapped from an Agent Outcome.
9	The call was timed out and not made because the switch did not respond to a Call Initiate [CI] message. This Outcome is generated by CallGem and must not be mapped from an Agent Outcome.
10	Connected: i.e. a call, of whatever type (live call, answering machine, etc), that was transferred to an agent
20	Telephone number unobtainable
21	Telephone number out of order
22	Telephone number changed
23	Incoming calls barred
24	Call rejected - e.g. non standard device such as videophone, would not accept call
25	Not in use - e.g. number has been disconnected
26	Fast busy - e.g. unable to access the number through its local exchange because of network congestion
27	Hi and dry - no information about why call did not get through, in the US especially associated with the absence of SIT tones.
30	Other
31	Called party hang-up (available only when using switch-determined routing - see Switch-Determined Routing): the call has been connected, but the called party has hung up during the interval allowed before CallGem must abandon the call. This interval is specified in the Abandoned Call Delay (DE) parameter of the Overdial Tuning [OT] and Call Initiate [CI] messages.
32	Agent specified for agent specific call back is not logged in. This Outcome is generated by CallGem and must not be mapped from an Agent Outcome.

RecordingFilename

string

false

1024

Recording Filename parameter

SessionIdentifier

string

false

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.

CallRecordingTag1

string

false

There are 6 parameter tags- T1 to T6.

The T(n) parameters represent tags that will be stored against any call recordings made for a call session. There are three points at which the user can specify tag data:

when the call is sent to CallGem via the Make Call [MC] message
when an inbound call is the subject of a successful record lookup via the Data Return [DR] message
when the user completes a call transaction with the Transaction Complete [TC] message.

CallRecordingTag2

string

false

As above

CallRecordingTag3

string

false

As above

CallRecordingTag4

string

false

As above

CallRecordingTag5

string

false

As above

CallRecordingTag6

string

false

As above

TenantDescriptor

string

false

This parameter is alphanumeric and identifies to which tenant this message applies.

TelephoneNumber

string

false

Either the TN or the SI parameter must be used to identify the called party. Session Identifiers.

CallTime1

double

false

The outbound call launch/inbound offer time. This parameter follows the OLEDateTime format.

CallTime2

double

false

The outbound call start alerting/ inbound answer time. This parameter follows the OLEDateTime format.

CallTime3

double

false

The outbound call result(conn/fail)/ inbound result (transfer/drop). This parameter follows the OLEDateTime format.

CallTime4

double

false

The trunk disconnect time. This parameter follows the OLEDateTime format.

AgentUniqueId

string

false

Provides an internally generated unique session id for the agent identified in the AN parameter (if present).

SessionUniqueId

string

false

Provides an internally generated unique session id for the call session identified in the SI parameter.