Open topic with navigation

API Message Reference

CI - Call Initiate

Layer CTI
Direction From CallGem
Type of Service CG
Interface ID CT
Message Purpose This message asks the CTI layer to initiate the dialing of a number via its CTI link with a switch.
Example CI\TDdefault\CNCustCare\SI00000123\YS{...}\TN01296381200\RI16\DO2
Explanation CallGem is requesting that the number 01296381200 be passed immediately to the switch for it to be dialed, on the CustCare campaign, and that the call should be timed out RNA after 16 seconds of ring, and that the call should be made with AMD and SIT detection enabled (if provided by the telephony layer).
Notes At this release of CallGem, the telephony layer is responsible for managing the disposition of the trunks on the switch, and for ensuring that sufficient are available to meet CallGem's needs. See also Trunk Management

Unless the instruction to the switch to dial is issued immediately following receipt of this message by the telephony layer, a Delay Notification [DN] message must be sent back to CallGem.

The YS and YA parameters were added from V10.5.
Parameters
Code Name Type Mandatory? Min Val Max Val Description
AE AgentExtensionIdentifier string false 1 120 Required by the telephony layer to give each agent extension a unique identifier. See also the above comment.
AN AgentIdentifier string false 1 80 When using Switch-Determined Routing, CallGem will sometimes require a call to be connected to a specific agent (e.g. for an abandon retry). That agent is specified using this parameter. If the AN parameter is used, the AE parameter must also be included.
AS ApplicationSpecificData string false 1 4000 Application Specific parameter
CL CallingLineIdentity string false 1 80 The CLI to be presented when the number is dialed. If not specified, the telephony layer should use the default CLI.
CN CampaignName string true 1 80 User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;
DE AbandonedCallDelay int false 0 60 This parameter sets the time interval before CallGem hangs up on a called party (i.e. abandons a call) when no agent is available to take the call. Allowable values are set in the license dongle. See Important Note below for more information.

The default value if this parameter is not present is 0 seconds.

See also the Offhook Delay (OD) parameter in the Line Connected [LC] message.

DO DetectionOption int false 0 5 This parameter gives the telephony layer a guide to the type of call progress dectection to be used for the call.
0Use native signaling system
1Use native signaling system and inband call progress tone (SIT, ring, busy, fast busy) detection.
2Use live speaker detection or AMD to classify the call as well as inband and native signaling.
3Use live speaker detection or AMD to classify the call as well as inband and native signalling and play message to Answering Machines
4Use live speaker detection or AMD to classify the call as well as inband and native signalling and connect the call if it is an answering machine. This option should only be used with outbound IVR campaigns.
5List Cleaning - drop the call as soon as either inband our out-of-band signaling is recieved.

Note: This message is a hint to the telephony layer. It is not mandatory for the telephony layer to support the various levels of call progress detection indicated.

FC FollowUpCall boolean false 0 0 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).

GI GatewayIdentifier string false 1 80 Parameter is to be used in configurations were MGC is present. Delivered by default on progressive campaigns. GI will also be added on CI when MC\GI will be received by dialer.
MM MachineMessage string false 1 80 Defines the message to play. Used with DO3 (see above). Validated using the name space lookup.
RI RingTimeout int true 12 600 Value range is from 15 to 22 seconds for predictive voice, up to 60 seconds for other voice campaign types and up to 600 seconds for other media types.

See Ring Timeout Management for detailed comment.

RX RouteExternal boolean false 0 0 Allow an external application to select route to agent.
SI SessionIdentifier string true 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.

SK Skillset string false 1 4000 The set of skills this call requires of any agent it is transferred to. These take the form of a comma separated list of identifiers.
SP Speech string false 1 4000 From V10.6.162 - This parameter is alphanumeric. The SP parameter contains the text to be played to the customer through the TTS engine
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.
XE Postfix string false 1 80 From V10.6.229 - A postfix that will be appended to any dialled numbers for this campaign.
XS Prefix string false 1 80 From V10.6.229 - A prefix that will be prepended to any dialled numbers for this campaign.
YA AgentUniqueId string false 20 50 The UUID reference for the agent. This is passed for agent-specific calls.
YS SessionUniqueId string false 20 50 Each media session has a universally unique identifier assigned on creation. The UUID can be used by telephony layer messaging as an alternative unique form of reference to the SI parameter.

 

Copyright © 2004 - 2019  Sytel Limited