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API Message Reference

IZ - Session Data

Layer Management
Direction From CallGem
Type of Service CG
Interface ID MA
Message Purpose This message is sent by CallGem in response to an Enumerate Sessions [EI] request.
Example IZ\TXABC001\TDProduction\CNMobiles\YC{...}\ANJoe\YA{...}\SI654321\YS{...}\RE10\AO102\IR16\CO0\SR10\Z139219.391733\Z239219.391733\Z339219.391733\Z439219.391733\Z539219.391733\Z639219.391733\Z739219.391733
Explanation CallGem is informing the control application, in response to request ABC001, that agent Joe on the 'Production' tenant's CustCare campaign has completed a call session. The call session details and timings (see below) are included in the message.
Notes CallGem sends a Session Data [IZ] message for each call session as specified in the Enumerate Sessions [EI] request. Each time a call session is completed, it will send this message with the updated call session information, and will continue to do so until an Enumerate End [EE] message is received.

The meaning of the Z0 - Z6 parameters vary according to the type of call session. See table below:

Call TypeZ0Z1Z2Z3Z4Z5Z6
PredictiveAgent Ready [AR] timeCall Initiate [CI] timeDelay Notification [DN] timeResult Time (Line Connected [LC] or Call Failed [CF])2Agent Connect [AC] timeNow Disconnected [ND] timeTransaction Complete [TC] time
Progressive
PreviewAgent Start Breather
Ad-Hoc1N/AN/A
Inbound QueueCall QueuedFirst OfferSuccessful OfferAgent Accept
Inbound ACDAgent Ready [AR] timeCall QueuedLast ReQueueOffer TimeAgent AcceptTransaction Complete [TC] time

1Inbound Queue is the basic activity of 'System campaign' calls. In this case agents never go to 'Agent Ready' state, that is why Z0 parameter is not applicable. 'Inbound ACD' refers to regular Inbound campaigns with queues.

2From V10.6.976 - if a predictive call is abandoned, Z4 will be set to Now Disconnected [ND] time
Parameters
Code Name Type Mandatory? Min Val Max Val Description
A2 SecondAgent string false 1 80 User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;
AG AgentAlternativeIdentifier string false 1 80 Can be sent for any agent, including in those in preview mode. Value usually the same as AN.
AN AgentIdentifier string false 1 80 User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;
AO AgentOutcome int false 0 9999 The agent disposition associated with an agent-classified call.
CN CampaignName string true 1 80 User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ;
CO Conversion string false 1 50 The CO parameter allows a numeric value, of up to six digits to be sent, indicating the scale of the conversion or commitment, e.g. CO20.99, meaning say a pledge of $20.99 The parameter may be positive or negative.
DM DialingMethod int true 0 102 From V10.6.232 - 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
DN DialedNumber string true 0 80 The inbound DNIS (or outbound CLI) associated with the media session.
DT Data struct false 1 128000 Data associated with the call.
FC FollowUpCall boolean false 0 0 True if the session was a follow-up call.
GA GroupAddress string false 1 80 For an inbound session, the last queue that the session was assigned to.
GC GeneralCategory int false 1 3 From V10.7.625 - The General Category indicates whether the outcome is
  • 1 - a live customer call handled by an agent
  • 2 - a non-live call handled by an agent
  • 3 - a non-live call handled by the ACD/ dialing engine.
IB Inbound bool false 0 0 Indicates that the media session is inbound.
IR RawCause int false 0 999 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.
J0 TimeInStateAwaitingLaunch double true 1 50 From V10.7.214 - The total amount of time spent in an 'awaiting launch' state.
J1 TimeInStateLaunched double true 1 50 From V10.7.214 - The total amount of time spent in an 'launched' state prior to any signaling from the network to indicate acceptance, progress or connection.
J2 TimeInStateProceeding double true 1 50 From V10.7.214 - The total amount of time spent between the network accepting the call and the call being signaled as ringing or connected.
J3 TimeInStateAlerting double true 1 50 From V10.7.214 - The total amount of time spent ringing
J4 TimeInStateConnectSignaled double true 1 50 From V10.7.214 - The total amount of time the call spent in a connected state prior to being enqueued or connected directly to an agent.
J5 TimeInStateEnqueued double true 1 50 From V10.7.214 - The total amount of time spent in a queued state awaiting dequeue to an agent.
J6 TimeInStateExpired double true 1 50 From V10.7.214 - The total amount of time spent in an expired state awaiting requeue or drop.
J7 TimeInStateOffering double true 1 50 From V10.7.214 - The total amount of time spent in an 'offering to agent' state before the agent accepts.
J8 TimeInStateConnected double true 1 50 From V10.7.214 - The total amount of time spent connected to an agent.
J9 TimeInStateOnHold double true 1 50 From V10.7.214 - The total amount of time spent on hold.
K0 TimeInStateMuted double true 1 50 From V10.7.214 - The total amount of time spent with one or more parties to the call muted.
K1 TimeInStateTXOffer double true 1 50 From V10.7.214 - The total amount of time spent offering a transfer to a third party.
K2 TimeInStateTXConference double true 1 50 From V10.7.214 - The total amount of time spent in conference during a supervised transfer or 3 party conference.
K3 TimeInStateDisconnectRequested double true 1 50 From V10.7.214 - The total amount of time spent waiting for a call disconnect request to be accepted.
K4 TimeInStateDisconnected double true 1 50 From V10.7.214 - The total amount of time spent after the call is disconnected, prior to the call being finally disposed.
K5 TimeToFirstChatResponse double true 1 50 From V10.7.709 - The time to the first agent chat response after the call connects
K6 AverageAgentChatResponseTime double true 1 50 From V10.7.709 - The average length of time taken by a live agent to respond to a customer chat message.
K7 AverageCustomerChatResponseTime double true 1 50 From V10.7.709 - The average length of time taken by a customer to respond to an agent chat message.
K8 SessionOccupancyRate double true 1 50 From V10.7.709 - The percentage of agent connect time where the agent was focussed on this session.
MT MediaType string false 0 80 The media type for the media session being reported on.
LI ListIdentifier string false 1 80 From V10.6.376 - The List identifier. The call may originate from one of a number of lists. The list identifier is used for reporting on Linked Campaigns.
OC OutcomeCategory int false 1 16 From V10.7.457 - The internal category of outcome used by CallGem to apply fixed business rules. This code is fixed, unlike RE and AO which are user-configurable.
1Not Made
2Abandon
3Host Interrupt
4Timeout
5Busy
6Live Call
7No Answer
8Fax or Modem
9Answer Machine
10Other
11Called Party (or customer) hangup
12Fast busy
13Planned time call not made
14Agent-detected answer machine
15Inbound call dropped by ACD
16Inbound call abandoned by caller
PJ ProjectName string false 1 80 From V10.7.625 - Project of which this campaign is a part.

The project parameter is strictly optional and is used to allow several CallGem campaigns to be considered as part of one larger logical campaign.

If specified on Open Campaign [OC], the PJ param will propagate to all session, agent and campaign-related reporting messages where the Campaign Name (CN) parameter is also set.
QI UserIdentifier string false 1 80 Turret identifier. This ID may not clash with agent identifiers

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

RE Reason int true 0 999 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.
1Busy
2No Answer
3Fax
4Modem
5Answering machine
6Call failure. e.g. on account of network load, phone offhook, dead line
7Abandoned call
8Call 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 to from an Agent Outcome.
10Connected: i.e. a call, of whatever type (live call, answering machine, etc), that was transferred to an agent
20Telephone number unobtainable
21Telephone number out of order
22Telephone number changed
23Incoming calls barred
24Call rejected - e.g. non standard device such as videophone, would not accept call
25Not in use - e.g. number has been disconnected
26Fast busy - e.g. unable to access the number through its local exchange because of network congestion
27Hi and dry - no information about why call did not get through, in the US especially associated with the absence of SIT tones.
30Other
31 Called party hang-up (available only when using 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.
32Agent 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.
RF RecordingFilename string false 1 1024 The filename of the recording for this session
SI SessionIdentifier string true 1 120 The session identifier associated with the message.
SR SuccessRate int false 0 100 Whether or not a live call results in any kind of financial commitment, users may wish to record a success rating for reporting purposes. An example of its use might be in market research, as a way of recording the success of an interview in terms of numbers of questions answered. Allowable values are any integer value between 0 and 100.
T1 CallRecordingTag1 string false 0 80 The T(n) parameters represent tags that will be stored against any call recordings made for a call session. There are 3 points at which the user can specify tag data:
  1. when the call is sent to CallGem via the Make Call [MC] message
  2. when an inbound call is the subject of a successful record lookup via the Data Return [DR] message
  3. when the user completes a call transaction with the Transaction Complete [TC] message.
T2 CallRecordingTag2
T3 CallRecordingTag3
T4 CallRecordingTag4
T5 CallRecordingTag5
T6 CallRecordingTag6
TC TransactionComplete boolean false 0 0 The call is a dialer ACD call and required a Transaction Complete [TC] to complete the call.
TD TenantDescriptor string true 1 80 This parameter is alphanumeric and identifies to which tenant this message applies.
TE TeamID string false 1 80 Team ID of the agent that handled the session.
TI TrunkIdentifier string false 1 80 The ID of the trunk used for this call transaction.
TN TelephoneNumber string true 0 80 The telephone number associated with the call transaction.
TS TimeStamp double true 1 50 When sent in the IZ message this parameter indicates the exact time that the event was processed by CallGem. This parameter follows the Windows OLE Automation date format.
TX TransactionIdentifier string true 1 87 Used by CallGem to identify to which request this message is responding. Must be unique across all requests.
YA AgentUniqueId string false 1 80 From V10.5 - Provides an internally generated unique session id for the agent identified in the AN parameter.
YC CampaignUniqueId string false 1 80 From V10.5 - Provides an internally generated unique session id for the campaign identified in the CN parameter.
YG OriginalAgentUniqueId string false 1 80 From V10.5 - Provides an internally generated unique session id for the original agent if shown in the AG parameter.
YL LastAgentUniqueId string false 1 80 From V10.5 - Provides an internally generated unique session id for the last agent if shown in the A2 parameter.
YS SessionUniqueId string false 1 80 From V10.5 - Provides an internally generated unique session id for the call session identified in the SI parameter.
Z0 TimeStamp0 double true 1 50 These parameters follow the Windows OLE Automation date format. Their definitions depend on the type of call session. Please see table above.
Z1 TimeStamp1
Z2 TimeStamp2
Z3 TimeStamp3
Z4 TimeStamp4
Z5 TimeStamp5
Z6 TimeStamp6
Z7 TimeStamp7 double true 1 50 Contains the timestamp of the initial SIP or ISDN connect - Pending Route [PR] (time of physical connect - before AMD).

If call fails, set to Now Disconnected [ND] time.
Z8 TimeStamp8 double true 1 50 Contains the timestamp when the first agent who was connected to the call finishes with the call.

If Transfer:
    Transfer Acknowledge [TA] with RS0
else (incl. if transfer failed)
    Now Disconnected [ND] time

Z9 TimeStamp9 double true 1 50 From V10.6.970 - Contains the timestamp when the last internal agent who was connected to the call finishes with the call.
ZB BorrowedTime double true 1 50 This is the amount of wrap time borrowed from this session for other call sessions.
ZP StartPreviewTime double true 1 50 From V10.7.1386 - This is the time at which Preview started for applicable campaigns. Follows the Windows DATE format.

 

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