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API Message Reference

OC - Open Campaign

Layer Campaign
Direction To CallGem
Type of Service CG
Interface ID CA
Message Purpose This message opens a campaign for dialing.
Example OC\CNCustCare\DM0
Explanation A predictive campaign with the name CustCare is opened. CallGem will expect each telephone number passed to it to consist of an uninterrupted stream of digits, with no other characters present.
Notes If using a version of SCC prior to V10.6.600, see the Starting and Resuming a Campaign

See Changing Campaign State and Multiple Campaign Issues

The inclusion of the DM parameter in this message is deliberate, and is to prevent the dialing method being changed while a campaign remains open.

ClosedReport Header (RH) and Naming Selection

The parameter used to identify a particular campaign within the message set is always the CN parameter. Some integrators may choose to designate CN as containing dates and other keywords that are not instantly recognizable to a supervisor monitoring the campaign, for example 16Dec124. If the purpose of the campaign is to make appointments for say a cable company visit, then for reporting purposes, supervisors may feel happier with a name such as "cable visits". So where the CN parameter is not sufficiently descriptive, the RH parameter may be optionally used, to enable the supervisors to easily select the right screens in the Reporter module.

ClosedPreview Dialing

If a user wishes to run a in preview mode, one of the progressive selections in the DM parameter should be made (DM3 or DM4).

For a full description of all dialing modes, please see Dialing Methods

ClosedAgent Available Timeout

Once CallGem has released the agent from its resource pool and has sent the Unavailable Granted [UG] message to the telephony layer, the telephony layer should in theory be able to respond almost immediately with the Now Unavailable Granted [NU] message. Once CallGem receives the NU message it issues an Agent Free [AF] message to the application, which concludes the agent unavailable negotiation.

The corollary to this is that if the telephony layer fails to respond with the Now Unavailable Granted [NU] message, the agent will not be freed. For this reason there will be a timeout parameter to the Open Campaign [OC] message. If the Unavailable Timeout (UT) parameter is specified in the Open Campaign [OC] message then in the circumstance where CallGem has not received the NU message following an Unavailable Granted [UG] message, CallGem will assume that the agent is free after a 1 minute wait.

There is an exception to this, however. In extreme circumstances the switch may route a call to an agent that CallGem has released from its pool (i.e. CallGem has sent an Unavailable Granted [UG] message to the telephony layer). In this case, CallGem will handle the messages for the call cycle without timing out the agent and at the end of the call cycle will resend the Unavailable Granted [UG] message and restart the timeout count.

Parameters
Code Name Type Mandatory? Min Val Max Val Description
CN CampaignName string true 1 80 User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;
CR CallRecording boolean false 0 0 Specifying this parameter enables recording for all calls on a campaign. By default CR is disabled.
DM DialingMethod int false 0 102 If this parameter is not present, the default is 0. Note these values are not the same as the Campaign Type values used by Campaign Manager - See Campaign Properties XML
0Predictive
1Redundant, reverts to 0
2Manual Outbound (From V10.6.341)
3Progressive
4Preview (Open Progressive)
5Inbound
6Agentless
7Inbound On Hook (From V10.6.341)
101System
IC IdentifyCTI string false 1 80 Used to give each switch a unique identifier. See Multiple Switches
IU InhibitRU boolean false 0 0 Specifying this parameter inhibits sending of the RU message when RX is also included
L1 CallRecordingLabel1 string false 0 80 There are 6 label names - L1 to L6. This parameter may include any characters.
L2 CallRecordingLabel2 string false 0 80 As above
L3 CallRecordingLabel3 string false 0 80 As above
L4 CallRecordingLabel4 string false 0 80 As above
L5 CallRecordingLabel5 string false 0 80 As above
L6 CallRecordingLabel6 string false 0 80 As above
MT MediaType string false 0 80 Media type parameter. If not specified this defaults to the default media type for the CTI layer.
OM OutboundMetrics boolean false 0 0 From V10.7.308 - No value required.

If this parameter is present in this message, CallGem will assume that the Outbound Metrics [OM] message is being sent on a regular (c. 10s) clock tick by the campaign management application.

If this parameter is omitted, CallGem will generate outbound reporting metrics internally and these will lack list penetration statistics.
PJ ProjectName string false 1 80 From V10.7.625 - Project of which this campaign is a part. The PJ parameter is strictly optional and is used to allow several CallGem campaigns to be considered as part of one larger logical campaign.

If specified here, the PJ param will propagate to all session, agent and campaign-related reporting messages where the CN parameter is also set.
RH ReportHeader string false 1 80 See the Report Header (RH) and Naming Selection section below for more information.
RO ReturnOption boolean false 0 0 No value required.

Used to indicate that the agent application wants to receive Number Back [NB] messages for all calls, not just unsuccessful ones.

RX RouteExternal boolean false 0 0 No value required.

Integrators using Switch-Determined Routing will need to specify this parameter.

ST SpecialTelephoneCharacters string false 1 999 The agent application is requesting CallGem to allow special characters, in any order, to be included in a telephone number. For example:
a(the character "a")
,(comma)
&(ampersand)

Each special character takes one byte and can be specified in any order in the ST parameter. The only character you may not use is the "\" character.

If this parameter is not included, then CallGem will assume that each telephone number is an uninterrupted stream of digits, '+' and 'space' characters.

TD TenantDescriptor string false 1 80 This parameter is alphanumeric and identifies to which tenant this message applies.
TK Token string false 1 80 Token parameter
TR TimeoutReserve int false 1 30 This parameter is used with Switch-Determined Routing
TT TimeoutTrigger boolean false 0 0 No value required.

If this parameter is present in this message, CallGem will time out all Call Initiate [CI] messages when no response has been received from the telephony layer, in the form of either a Call Failed [CF] message or a Line Connected [LC] message. The timeout will take place 1 minute after the Call Initiate [CI] message has been sent.

Number Back [NB]messages will be sent following timeouts, with reason code 9.

UT UnavailableTimeout int false 1 30 Value range is 1 - 30 seconds. If this parameter is not present, the default is 30 seconds.

When Switch-Determined Routing is used, the switch will be responsible for releasing agents, and then notifying CallGem of this. If no notification of agent release has come back from the telephony layer/switch after 30 seconds, the agent will automatically be designated unavailable. This timeout is used when an agent has been specified, i.e. Unavailable Granted [UG] message with the AN parameter. See also the TR parameter.

X2 RouteExternalPostDial boolean false 0 0 From V 10.7.1401 - Allow external post-dial routers to control routing of outbound (Predictive) calls to agents. See External Routing

 

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