| Layer | Management |
| Direction | From CallGem |
| Type of Service | CG |
| Interface ID | MA |
| Message Purpose | This message is sent by CallGem every time there is a call state change on an inbound queue that the management application is monitoring. |
| Example | GZ\CNSales\SI654321\TN0123456789\ANJoe\AE152\RS5 |
| Explanation | The call on the Sales campaign with session ID 654321 is queued as there is no agent available. |
| Notes | This message reports Inbound activity only. See the Queue Metrics [MZ] message for reporting on both Inbound and Outbound activity. |
| Parameters | ||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Code | Name | Type | Mandatory? | Min Val | Max Val | Description | ||||||||||||||||||||||||||||||||
| AE | AgentExtensionIdentifier | string | false | 1 | 120 | The extension of the agent. | ||||||||||||||||||||||||||||||||
| AN | AgentIdentifier | string | false | 1 | 80 |
The name of the agent to whom the call is being presented or who is being
dropped.
Note: The absence of this parameter indicates a queued call where no agent is available to take the call. |
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| CN | CampaignName | string | false | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; | ||||||||||||||||||||||||||||||||
| DN | DialedNumber | string | false | 0 | 80 | DNIS information for the inbound call. This information will be as presented by the network. | ||||||||||||||||||||||||||||||||
| GA | GroupAddress | string | false | 1 | 80 |
If specified, the queue (on the system campaign) to transfer the call to.
Must be a valid group address. This parameter is alphanumeric. |
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| NA | QueueAgentsActive | string | false | 1 | 6 | The number of agents assigned to the group that could handle calls for it (or already are handling a call). | ||||||||||||||||||||||||||||||||
| Q1 | QueueCallsWaiting | string | false | 1 | 6 | From V10.6.657 - The number of calls waiting in the queue that are not currently being offered to any agents. | ||||||||||||||||||||||||||||||||
| Q2 | QueueOfferingOrConnected | string | false | 1 | 6 | From V10.6.657 - The number of calls that are being offered to an agent or that are connected to an agent. | ||||||||||||||||||||||||||||||||
| QL | QueueLength | string | false | 1 | 6 | The length of the call queue for this group. This is the numer of calls waiting in the queue or being offered to an agent, but not yet connected. | ||||||||||||||||||||||||||||||||
| RS | ResourceStatus | int | false | 0 | 999 |
Indicates the state of the call session. Values can be:
|
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| SI | SessionIdentifier | string | true | 1 | 120 | The session identifier associated with the message. | ||||||||||||||||||||||||||||||||
| TN | TelephoneNumber | string | true | 0 | 80 | The telephone number associated with the call transaction. | ||||||||||||||||||||||||||||||||
| TS | TimeStamp | double | true | 1 | 50 | When sent in the GZ message indicates the exact time that the event was processed by CallGem. This parameter follows the Windows OLE Automation date format. | ||||||||||||||||||||||||||||||||
| YA | AgentUniqueId | string | false | 1 | 80 | From V10.7.186 - Provides an internally generated unique session id for the agent identified in the AN parameter. | ||||||||||||||||||||||||||||||||
| YC | CampaignUniqueId | string | false | 1 | 80 | From V10.7.186 - Provides an internally generated unique session id for the campaign identified in the CN parameter. | ||||||||||||||||||||||||||||||||
| YS | SessionUniqueId | string | false | 1 | 80 | From V10.7.186 - Provides an internally generated unique session id for the call session identified in the SI parameter. | ||||||||||||||||||||||||||||||||