You are here:

API Message Reference

OZ - Outcome Data

Layer	Management
Direction	From CallGem
Type of Service	CG
Interface ID	MA
Message Purpose	Softdial CallGem sends this message to all applications that have registered interest for call outcome notifications.
Example	OZ\TXEOSales1\CNSales1\ANJoe\SI001234567890\RE10\AO167\DT
Explanation	Joe has completed a call on outbound campaign Sales1 for telephone number 001234567890. The switch result indicates a live call and the agent result is code 167 (user-defined). Line-of-business data is contained in the DT parameter. If using Campaign Manager this will be formatted as per the Campaign Manager Data Specification.
Notes	The third-party application will receive Outcome Data [OZ] messages related to the campaigns/tenants requested until either an Enumerate End [EE] message is sent to CallGem or the socket connection managing the transaction is severed. From V10.6.415 an Outcome Data [OZ] message is now sent for preview calls that get rejected by the agent. The OZ message and Number Back [NB] messages now contain the Don't Dial (DD) parameter in this case, to indicate that the agent elected not to dial the call. Without this parameter it is not possible to distinguish between regular calls and preview rejects.

Parameters

Code

Name

Type

Mandatory?

Min Val

Max Val

Description

AgentAlternativeIdentifier

string

false

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

AgentIdentifier

string

false

The name of the agent associated with the call transaction. In the event of a non-agent call this parameter will not be passed.

AgentOutcome

int

false

9999

The agent disposition associated with an agent-classified call.

CampaignName

string

false

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

DontDial

boolean

false

From V10.6.413 - 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 aletrnative 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

Data associated with the call.

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.

ListIdentifier

string

false

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.

QueueName

string

false

The queue name (if any) associated with the message. This will only apply to inbound.

RetryAdvise

boolean

false

Used only when CallGem is managing retries. Usage as per NB message.

Reason

int

true

999

This code indicates the outcome of all calls whether successful or not. See Dialing Cycle Outcomes for more details.

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.
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)
9	The call was timed out and not made because the switch did not respond to a Call Initiate [CI] message
10	Connected: i.e. a call, of whatever type (live call, answering machine, etc), that was transferred to an agent
11	Inbound Drop - the ACD was unable to route an Inbound Call
12	Inbound Abandon - The caller hung up while the call was still in queue
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 usingSwitch-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

SessionIdentifier

string

true

120

The session identifier associated with the message.

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

The telephone number associated with the call transaction.

TimeStamp

double

true

This parameter follows the Windows OLE Automation date format. It indicates the exact time that the event was processed by CallGem.

TransactionIdentifier

string

true

Used by subsequent messages from CallGem to identify the corresponding requests. Must be unique across all requests.

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.