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Dialing Methods - Inbound

Inbound SDMP Messaging

An inbound call will result in a Inbound Connect [IC] message being sent from the gateway to Softdial CallGem™. This message will optionally include some or all the following parameters:

Code Name Description
TD Tenant Descriptor This will be default, as the campaign (queue) to which this call will be assigned is unknown initially
CN Campaign Name This will be system, until the call is assigned to a queue (campaign) by Softdial CallGem™.
SI Session Identifier The gateway must assign a unique Session Identifier to each call session (mandatory).
TN Telephone Number This is the Caller Line Identity (CLI) number provided by the network
TI Trunk Identifier This identifies the trunk used for the call
DN Dialed Number This is the Dialed Number (DNS) provided by the network
GI Gateway Identifier This is used by Softdial CallGem™ to provide preferential gateway routing in a multi-gateway configuration
Closed Routing the call

When the inbound call is received by Softdial CallGem™, it is routed to a queue determined in Softdial Repository™ Inbound Routes . See Inbound ACD.

Softdial CallGem™ sends a Campaign Assignment [CA] message to the gateway to associate the call with a specific tenant and campaign. Softdial CallGem™ also sends a Timeout Queue [TQ] message to the gateway advising the Queue Timeout (QT) period for the call. This is determined by the Overflow Timeout that has been configured for the queue to which the call is routed.

If the queue to which the call has been routed does not have any active queue members (agents), or all queue members are busy for the duration of the Overflow Timeout period, the call will either be routed to the designated overflow queue, or if there is no overflow queue, the call will be dropped. The messaging for this is as follows:

When the gateway receives the Timeout Queue [TQ] message:

  1. it runs a timer set at the Queue Timeout (QT) parameter value
  2. If the call has not been connected to an agent before this timer expires, the gateway sends a Queue Timeout [QT] message to Softdial CallGem™ which will either route the call to an overflow queue or drop the call by sending a Call Disconnect [CD] message back to the gateway
  3. The gateway should respond with a Now Disconnected [ND] message
ClosedTransferring the call to an agent

If an agent becomes available to handle the call, Softdial CallGem™ sends a Call Transfer [CT] message to the gateway with the following parameters:

Code Name Description
TD Tenant Descriptor The tenant description for the tenant to which the call has been assigned
CN Campaign Name The name of the campaign to which this call has been assigned
SI Session Identifier The Session Identifier as generated by the gateway in the Inbound Connect [IC] message
TI Trunk Identifier The trunk Identifier as generated by the gateway in the Inbound Connect [IC] message
AN Agent Identifier The Agent Identifier for the agent to whom this call should be connected
AE Agent Extension Identifier The Agent Extension Identifier for the above agent
RI Ring Timeout The Ring Timeout value to be used for the call
QT Queue Timeout The Queue (Overflow) Timeout for the call

In response to the Call Transfer [CT] message message, the gateway should return a Transfer Status [TS] message with a Resource Status (RS) parameter which should be either

  • 0 - successful, or
  • 1 - unsuccessful.

Inbound calls presented to an agent will result in an Agent Connect [AC] message being sent to the agent interface while the call is offering. The Agent Connect [AC] message will have the Inbound (IB) parameter to indicate Inbound and the Inbound Offering (IO) parameter to indicate that the call is in the Inbound Offering state. If the call is not accepted the agent will be sent a Call Ended [CE] message (again with the Inbound (IB) token).

ClosedEnding the call session

When an inbound call is connected to an agent, signalled by an Agent Connect [AC] message with the Inbound (IB) parameter but no Inbound Offering (IO) parameter, the agent layer uses Start Wrap [SW] to end the call. An inbound call routing to an inbound campaign will follow the same rules as predictive, i.e. the agent follows the same availability protocol and sends Transaction Complete [TC] to indicate readiness for next call.

ClosedExample logs - Inbound / Blending

The example log extracts below (MsgLog and SysLog) are taken from an actual blending example with comments added (in italic) to explain the salient points of the process.

ClosedShow MsgLog

2014-07-31 14:26:22 VERSION: 10.6.405.16236 (28 July 2014) - service started 2014-07-31 11:32:36 (local time) - Campaign opened 2014-07-31 14:26:22

Opening Predictive campaign OutPred on tenant Sales -
Softdial Campaign Manager™ sends an Open Campaign [OC] message to Softdial CallGem™ with the campaign details
Softdial CallGem™ responds with a Campaign Open [CO] message containing the Campaign Unique Id (YC)

14:26:22,132,00DC1DF0, CG:CA:OC\CNOutPred\OICMS_Sales_00000718\TDSales\TKCM_Sales_000024\DM0\IC__singlecti\ST@\TT\RO
14:26:22,145,00DC1DF0, CG:CA:MV\TKCM_Sales_000024
14:26:22,145,00DC1DF0, CG:CA:CO\TDSales\CNOutPred\YC{a1616441-d454-47a3-ad55-084e9f78073e}
14:26:22,152,00DC1DF0, CG:CA:OT\CNOutPred\OICMS_Sales_00000719\TDSales\AT5.000\DE1\ET2\RI16\MW3600\DO1
14:26:22,152,00DC1DF0, CG:MA:EA\CNOutPred\TXSalesCM_Sales_000015_MIKEVM2008-2\TDSales

Logging on agent a
Setting group membership to the sfin queue on the Inbound campaign
Making agent a available on the OutPred campaign

14:26:45,172,00DC1FA0, AL\TDSales\CNOutPred\ANa\AEMike\TK146
14:26:45,172,00DC1FA0, MV\TK146
14:26:49,106,00D65FB8, LS\CNOutPred\ANa\AEMike\RS0\MSok\TDSales
14:26:49,116,00DC1FA0, LI\TDSales\CNOutPred\ANa\YA{12851680-2cf3-4ed8-b23c-2d3d3db2778e}\TK146
14:26:54,205,00D54338, GM\TDSales\CNInbound\ANa\GAsfin\GO0\ON\MSInternal
14:26:56,513,00DC1FA0, AA\TDSales\ANa\TK147
14:26:56,513,00DC1FA0, MV\TK147
14:26:56,513,00DC1FA0, NA\TDSales\CNOutPred\ANa\TK147
14:26:56,514,00DC1FA0, AR\TDSales\CNOutPred\ANa
14:26:56,514,00D65FB8, AR\TDSales\CNOutPred\ANa\AEMike

Making an outbound call
(Note - 3 Make Call [MC] messages in response to a Call Request [CR] from Softdial CallGem™ for 3 numbers - QL3)

14:26:56,514,00DC1DF0, CG:CA:CR\TDSales\CNOutPred\NN3\QL3
14:26:57,067,00DC1DF0, CG:CA:MC\CNOutPred\OICMS_Sales_00000720\TDSales\TN5127576000\SISales_0002_0032000001DsVG4AAN\AS0032000001DsVG4AAN\DT(LEN:913)
14:26:57,071,00DC1DF0, CG:CA:CR\TDSales\CNOutPred\NN1\QL3
14:26:57,072,00D65FB8, CI\TDSales\CNOutPred\SISales_0002_0032000001DsVG4AAN\YS{7338ba8c-0574-411d-a5da-f0cb30705388}\TN5127576000\RI16\DO1\AS0032000001DsVG4AAN
14:26:57,072,00DC1DF0, CG:CA:MC\CNOutPred\OICMS_Sales_00000721\TDSales\TN5127576000\SISales_0002_0032000001DsVG5AAN\AS0032000001DsVG5AAN\DT(LEN:911)
14:26:57,072,00DC1DF0, CG:CA:MC\CNOutPred\OICMS_Sales_00000722\TDSales\TN3362227000\SISales_0002_0032000001DsVG6AAN\AS0032000001DsVG6AAN\DT(LEN:897)
14:26:57,161,00D65FB8, DN\CNOutPred\SISales_0002_0032000001DsVG4AAN\DR2\TDSales
14:26:58,066,00DC1DF0, CG:CA:MC\CNOutPred\OICMS_Sales_00000723\TDSales\TN0144274427\SISales_0002_0032000001DsVG7AAN\AS0032000001DsVG7AAN\DT(LEN:913)

Connecting the first call to agent a

14:26:59,821,00D65FB8, LC\TI41791278\CNOutPred\SISales_0002_0032000001DsVG4AAN\TN5127576000\MSROUTESIP:Card/HS_PROSODYS/Port/SIP/Call/2583553/75 (vmp: Card/HS_PROSODYS/DSP/0/VMPtxrx/0x076EF780/address 0x000180CB)\TDSales
14:26:59,822,00DC1FA0, AC\TDSales\CNOutPred\ANa\YA{12851680-2cf3-4ed8-b23c-2d3d3db2778e}\SISales_0002_0032000001DsVG4AAN\YS{7338ba8c-0574-411d-a5da-f0cb30705388}\TN5127576000\DT(LEN:913)\AS0032000001DsVG4AAN\TC
14:26:59,822,00D65FB8, CT\TDSales\CNOutPred\SISales_0002_0032000001DsVG4AAN\ANa\TI41791278\AEMike\AS0032000001DsVG4AAN
14:26:59,956,00D65FB8, TS\CNOutPred\SISales_0002_0032000001DsVG4AAN\TI41791278\AEMike\RS0\ANa\TDSales

Call is ended by agent a with the Start Wrap [SW] message

14:27:08,002,00DC1FA0, SW\TDSales\ANa\TK148
14:27:08,002,00DC1FA0, MV\TK148
14:27:08,004,00D65FB8, CD\TDSales\CNOutPred\SISales_0002_0032000001DsVG4AAN\TI41791278
14:27:08,004,00DC1FA0, CE\TDSales\CNOutPred\ANa\SISales_0002_0032000001DsVG4AAN\TN5127576000
14:27:08,032,00D65FB8, ND\CNOutPred\SISales_0002_0032000001DsVG4AAN\TDSales

Session is ended by agent a with the Transaction Complete [TC] message
Agent a is now ready for the next call

14:27:16,887,00DC1FA0, TC\TDSales\ANa\AO0\TK149
14:27:16,887,00DC1FA0, MV\TK149
14:27:16,889,00DC1FA0, AR\TDSales\CNOutPred\ANa
14:27:16,889,00D65FB8, AR\TDSales\CNOutPred\ANa\AEMike

Softdial CallGem™ updates Softdial Campaign Manager™ with the Number Back [NB] message containing the call result in the Reason (RE) parameter - in this case 10 - live call

14:27:16,891,00DC1DF0, CG:CA:NB\TDSales\CNOutPred\SISales_0002_0032000001DsVG4AAN\YS{7338ba8c-0574-411d-a5da-f0cb30705388}\TN5127576000\DT(LEN:913)\AO0\RE10\AS0032000001DsVG4AAN\AGa\X141851.518716\X241851.518717\X341851.518748\X441851.518843

Softdial CallGem™ requests a replacement number from Softdial Campaign Manager™ with the Call Request [CR] message (Queue Length (QL) of 1)

14:27:16,893,00DC1DF0, CG:CA:CR\TDSales\CNOutPred\NN1\QL1

Softdial CallGem™ initiates the next call

14:27:16,895,00D65FB8, CI\TDSales\CNOutPred\SISales_0002_0032000001DsVG5AAN\YS{2c9def8d-1752-4136-9d9f-d078fe9e7abe}\TN5127576000\RI16\DO1\AS0032000001DsVG5AAN
14:27:16,973,00D65FB8, DN\CNOutPred\SISales_0002_0032000001DsVG5AAN\DR2\TDSales

Softdial Campaign Manager™ sends another Make Call [MC] in response to the Call Request [CR] from Softdial CallGem™

14:27:17,141,00DC1DF0, CG:CA:MC\CNOutPred\OICMS_Sales_00000724\TDSales\TN7852416200\SISales_0002_0032000001DsVG8AAN\AS0032000001DsVG8AAN\DT(LEN:910)

The second outbound call is connected to agent a

14:27:21,181,00D65FB8, LC\TI62772901\CNOutPred\SISales_0002_0032000001DsVG5AAN\TN5127576000\MSROUTESIP:Card/HS_PROSODYS/Port/SIP/Call/2585601/76 (vmp: Card/HS_PROSODYS/DSP/0/VMPtxrx/0x076EFBC0/address 0x000180CC)\TDSales
14:27:21,182,00DC1FA0, AC\TDSales\CNOutPred\ANa\YA{12851680-2cf3-4ed8-b23c-2d3d3db2778e}\SISales_0002_0032000001DsVG5AAN\YS{2c9def8d-1752-4136-9d9f-d078fe9e7abe}\TN5127576000\DT(LEN:911)\AS0032000001DsVG5AAN\TC
14:27:21,183,00D65FB8, CT\TDSales\CNOutPred\SISales_0002_0032000001DsVG5AAN\ANa\TI62772901\AEMike\AS0032000001DsVG5AAN
14:27:21,318,00D65FB8, TS\CNOutPred\SISales_0002_0032000001DsVG5AAN\TI62772901\AEMike\RS0\ANa\TDSales

An inbound call is received in the queue to which agent a is a member
Softdial CallGem™ issues a Move Agent [MA] request to move agent a to the Inbound campaign

14:27:30,408,00DC1DF0, CG:MA:MA\TDSales\CNOutPred\C2Inbound\ANa\BM\TXBlendIN_00021

Agent a is made unavailable to the OutPred campaign with the Agent Unavailable [AU] message - the Blend Move (BM) parameter indicates this is a 'blend move'

14:27:30,408,00DC1FA0, AU\TDSales\CNOutPred\ANa\PR0\TXBlendIN_00021\MSInternal\BM

Agent a ends the current outbound call with a Start Wrap [SW] message and then completes the call session with the Transaction Complete [TC] message

14:27:35,168,00DC1FA0, SW\TDSales\ANa\TK150
14:27:35,168,00DC1FA0, MV\TK150
14:27:35,169,00D65FB8, CD\TDSales\CNOutPred\SISales_0002_0032000001DsVG5AAN\TI62772901
14:27:35,170,00DC1FA0, CE\TDSales\CNOutPred\ANa\SISales_0002_0032000001DsVG5AAN\TN5127576000
14:27:35,208,00D65FB8, ND\CNOutPred\SISales_0002_0032000001DsVG5AAN\TDSales
14:27:38,476,00DC1FA0, TC\TDSales\ANa\AO0\TK151
14:27:38,476,00DC1FA0, MV\TK151
14:27:38,477,00DC1FA0, AR\TDSales\CNOutPred\ANa
14:27:38,477,00D65FB8, AR\TDSales\CNOutPred\ANa\AEMike

The Agent Free [AF] message indicates that agent a is now released from the OutPred campaign
Softdial Campaign Manager™ is updated with the call result as before with the Number Back [NB] message

14:27:38,478,00DC1FA0, AF\TDSales\CNOutPred\ANa\UR5\TXBlendIN_00021
14:27:38,478,00DC1DF0, CG:CA:NB\TDSales\CNOutPred\SISales_0002_0032000001DsVG5AAN\YS{2c9def8d-1752-4136-9d9f-d078fe9e7abe}\TN5127576000\DT(LEN:911)\AO0\RE10\AS0032000001DsVG5AAN\AGa\X141851.518946\X241851.518946\X341851.518995\X441851.519158

The Agent Moving [AM] message moves agent a to the Inbound campaign (in response to the earlier Move Agent [MA] message)

14:27:38,479,00DC1FA0, AM\TDSales\CNOutPred\C2Inbound\ANa\TXBlendIN_00021\MSInternal

The Move Status [MS] message with Resource Status (RS) parameter of 0 shows that agent a has been successfully moved to the Inbound campaign

14:27:38,481,00DC1FA0, MS\TDSales\CNOutPred\C2Inbound\ANa\RS0\TXBlendIN_00021

The Campaign Update [CU] and Move Status [MS] message are sent to the agent layer to advise that agent a has been moved

14:27:38,481,00DC1FA0, CU\TDSales\CNInbound\ANa
14:27:56,670,00DC1FA0, MS\TDSales\CNInbound\C2OutPred\ANa\RS0\TXBlendOUT_00022

------------------------------------------------------------------------------------------------------------------------

The following extract is taken from the MsgLog for the Inbound campaign:

14:27:38,481,00DC1FA0, MS\TDSales\CNOutPred\C2Inbound\ANa\RS0\TXBlendIN_00021
14:27:38,481,00DC1FA0, CU\TDSales\CNInbound\ANa

Agent a is made available to the Inbound campaign ...

14:27:38,481,00DC1FA0, AA\TDSales\CNInbound\ANa\TXBlendIN_00021\MSInternal
14:27:38,481,00DC1FA0, NA\TDSales\CNInbound\ANa
14:27:38,482,00DC1FA0, AR\TDSales\CNInbound\ANa
14:27:38,482,00D65FB8, AR\TDSales\CNInbound\ANa\AEMike

...and is connected to the inbound call

14:27:38,483,00DC1FA0, AC\TDSales\CNInbound\ANa\YA{f82e3e85-aec0-47d1-a7dd-7eb13bd9b9a0}\SIWS2008_1_inbound_41851_5298157407_29\YS{beba57b4-f447-429c-ac9b-11bb6e8c26b1}\TN3125961000\IB\DN3125961000\GAsfin\IO\TC
14:27:38,483,00D65FB8, CT\TDSales\CNInbound\SIWS2008_1_inbound_41851_5298157407_29\ANa\TI49050846\AEMike\RI15\QT60
14:27:38,619,00D65FB8, TS\CNInbound\SIWS2008_1_inbound_41851_5298157407_29\TI49050846\AEMike\RS0\ANa\TDSales
14:27:38,620,00DC1FA0, AC\TDSales\CNInbound\ANa\YA{f82e3e85-aec0-47d1-a7dd-7eb13bd9b9a0}\SIWS2008_1_inbound_41851_5298157407_29\YS{beba57b4-f447-429c-ac9b-11bb6e8c26b1}\TN3125961000\IB\DN3125961000\GAsfin\TC

Agent a ends the inbound call with the Start Wrap [SW] message and completes the call session with the Transaction Complete [TC] message

14:27:51,933,00DC1FA0, SW\TDSales\ANa\TK152
14:27:51,933,00DC1FA0, MV\TK152
14:27:51,934,00D65FB8, CD\TDSales\CNInbound\SIWS2008_1_inbound_41851_5298157407_29\TI49050846
14:27:51,934,00DC1FA0, CE\TDSales\CNInbound\ANa\SIWS2008_1_inbound_41851_5298157407_29\TN3125961000
14:27:51,969,00D65FB8, ND\CNInbound\SIWS2008_1_inbound_41851_5298157407_29\TDSales
14:27:51,970,00D65FB8, TQ\TDSales\CNInbound\SIWS2008_1_inbound_41851_5298157407_29\QT999
14:27:56,667,00DC1FA0, TC\TDSales\ANa\AO0\TK153

Agent a is now ready to receive another inbound call
Softdial Campaign Manager™ is updated with the call results with the Number Back [NB] message

14:27:56,667,00DC1FA0, MV\TK153
14:27:56,668,00DC1FA0, AR\TDSales\CNInbound\ANa
14:27:56,668,00D65FB8, AR\TDSales\CNInbound\ANa\AEMike
14:27:56,668,00DC1DF0, CG:CA:NB\TDSales\CNInbound\SIWS2008_1_inbound_41851_5298157407_29\YS{beba57b4-f447-429c-ac9b-11bb6e8c26b1}\TN3125961000\AO0\RE10\AGa\X141851.519098\X241851.519098\X341851.519195\X441851.519352

No more inbound calls are waiting in the queue, so Softdial CallGem™ moves agent a back to the OutPred campaign

14:27:56,669,00DC1DF0, CG:MA:MA\TDSales\CNInbound\C2OutPred\ANa\BM\TXBlendOUT_00022
14:27:56,669,00DC1FA0, AU\TDSales\CNInbound\ANa\PR0\TXBlendOUT_00022\MSInternal\BM
14:27:56,669,00DC1FA0, AF\TDSales\CNInbound\ANa\UR5\TXBlendOUT_00022
14:27:56,669,00DC1FA0, AM\TDSales\CNInbound\C2OutPred\ANa\TXBlendOUT_00022\MSInternal
14:27:56,670,00DC1FA0, MS\TDSales\CNInbound\C2OutPred\ANa\RS0\TXBlendOUT_00022
14:27:56,671,00DC1FA0, CU\TDSales\CNOutPred\ANa

End of extract from Inbound campaign MsgLog.

------------------------------------------------------------------------------------------------------------------------

Agent a is made available again on the OutPred campaign, ready to receive the next predictive call

14:27:56,670,00DC1FA0, CU\TDSales\CNOutPred\ANa
14:27:56,671,00DC1FA0, AA\TDSales\CNOutPred\ANa\TXBlendOUT_00022\MSInternal
14:27:56,671,00DC1FA0, NA\TDSales\CNOutPred\ANa
14:27:56,671,00DC1FA0, AR\TDSales\CNOutPred\ANa
14:27:56,671,00D65FB8, AR\TDSales\CNOutPred\ANa\AEMike

The associated SysLog extract is shown below. All routing, socket management and other unrelated messages have been removed for clarity.

ClosedShow SysLog

2014-07-31 11:32:36 VERSION: 10.6.405.16236 (28 July 2014) - service started 2014-07-31 11:32:36 (local time)

Softdial Campaign Manager™ is notifying Softdial CallGem™ that the database connection has been established and campaign OutPred is being started

14:26:22.130 NE\FACampaign Manager\SE1\MSCampaign OutPred. A database worker thread has started\TDSales
14:26:22.131 CG:CA:OC\CNOutPred\OICMS_Sales_00000718\TDSales\TKCM_Sales_000024\DM0\IC__singlecti\ST@\TT\RO

Softdial CallGem establishes routing and opens sockets for communications relating to this campaign

14:26:22.131 RIPS: Added route TOS CG IID CA DET TDSales:CNOutPred Socket DC1DF0
14:26:22.131 RIPS SEND: Socket:DC1DF0 Msg:RI:DE:R2\I1CG\I2CA\I3TDSales:CNOutPred\INCMS_Sales_00000718
14:26:22.145 RIPS: Added route TOS CG IID CA DET TKCM_Sales_000024 Socket DC1DF0
14:26:22.145 RIPS SEND: Socket:DC1DF0 Msg:RI:DE:R2\I1CG\I2CA\I3TKCM_Sales_000024\INCMS_Sales_00000718

Softdial Campaign Manager™ notifies Softdial CallGem™ of progress on start up of the campaign with Notify Event [NE] messages

14:26:22.152 NE\FACampaign Manager\SE1\MSCampaign OutPred. Campaign Starting\TDSales
14:26:22.152 CG:MA:EA\CNOutPred\TXSalesCM_Sales_000015_MIKEVM2008-2\TDSales
14:26:22.152 TRANS: Adding EA transaction SalesCM_Sales_000015_MIKEVM2008-2 on tenant Sales
14:26:22.157 NE\FACampaign Manager\SE1\MSCampaign OutPred. A database connection has been established with the following data source: DSN=sccdemo\TDSales
14:26:22.157 NE\FACampaign Manager\SE1\MSDNC: Adding to list DNC_0002.sdc\TDSales
14:26:27.173 NE\FACampaign Manager\SE1\MSCampaign OutPred. Start Load History\TDSales
14:26:27.173 NE\FACampaign Manager\SE1\MSCampaign OutPred. End of history load. 0 history records processed.\TDSales
14:26:27.173 NE\FACampaign Manager\SE1\MSCampaign OutPred. The database worker thread for campaign OutPred initialised\TDSales

Authenticating agent a

14:26:42.969 CG:CA:UA\TDSales\ANa\PWa
14:26:42.970 CG:CA:US\TDSales\ANa\RS0\PG65535

Logging in agent a and making available on campaign

14:26:45.172 AL\TDSales\CNOutPred\ANa\AEMike\TK146
14:26:49.112 AGENTSTATE: Agent a changing state from 1 to 2 (Agent state 1, awaiting station tie up to 2, Logged in and not available)
14:26:49.116 LI\TDSales\CNOutPred\ANa\YA{12851680-2cf3-4ed8-b23c-2d3d3db2778e}\TK146
14:26:49.116 CTINODE: Increased agents nailed up for '__singlecti' to 1
14:26:54.206 QUEUE: Added agent a to queue Inbound.sfin
14:26:56.513 AGENTSTATE: Agent a changing state from 2 to 3 (Agent state 2, Logged in and not available to 3, Waiting for call)

An outbound call is connected and offered to agent a

14:26:57.071 Campaign OutPred m_CallsBeingActualDialed=1.
14:26:57.071 CALLSTATE: CREATE Sales_0002_0032000001DsVG4AAN
14:26:57.071 CALLSTATE: SI Sales_0002_0032000001DsVG4AAN changed from IDLE to OFFERING
14:26:57.072 CTINODE: Increased trunks in use for '__singlecti' to 1

The outbound call is connected to agent a

14:26:59.821 Campaign OutPred m_ConnectedCalls=1.
14:26:59.821 CALLSTATE: SI Sales_0002_0032000001DsVG4AAN changed from OFFERING to CONNECTED

There is only one agent so no more calls are being dialed

14:26:59.821 Campaign OutPred m_CallsBeingActualDialed=0.
14:26:59.821 AGENTSTATE: Agent a changing state from 3 to 6 (Agent state 3, Waiting for call to 6, Talking)

Softdial Telephony Gateway™ is notifying Softdial CallGem™ of trunk status

14:27:06.581 NE\FATrunk Counter\SE1\MSIC=__singlecti;TD=;TO=600;TI=1;PO=600;PI=0\TD
14:27:06.581 NE\FATrunk Counter\SE1\MSIC=__singlecti;TD=Sales;TO=99999;TI=1;PO=99999;PI=0\TDSales

Agent a ends the call with Start Wrap [SW] message. Softdial Telephony Gateway™ notifies Softdial CallGem™ that the connection is dropped

14:27:08.002 CALLSTATE: Dropping station a
14:27:08.002 CALLSTATE: Agent Finished Talking, putting agent a, back into WRAP
14:27:08.002 AGENTSTATE: Agent a changing state from 6 to 7 (Agent state 6, Talking to 7, In Wrap)
14:27:08.003 Campaign OutPred m_ConnectedCalls=0.
14:27:08.003 CALLSTATE: SI Sales_0002_0032000001DsVG4AAN changed from CONNECTED to DROPPING
14:27:08.032 CTINODE: Decreased trunks in use for '__singlecti' to 0
14:27:08.032 CALLSTATE: SI Sales_0002_0032000001DsVG4AAN changed from DROPPING to IDLE
14:27:08.032 CALLSTATE: DESTROY Sales_0002_0032000001DsVG4AAN

Agent a returns to the waiting state

14:27:16.888 AGENTSTATE: Agent a changing state from 7 to 3 (Agent state 7, In Wrap to 3, Waiting for call)

A new outbound call is dialed and offered to agent a

14:27:16.893 Campaign OutPred m_CallsBeingActualDialed=1.
14:27:16.893 CALLSTATE: CREATE Sales_0002_0032000001DsVG5AAN
14:27:16.893 CALLSTATE: SI Sales_0002_0032000001DsVG5AAN changed from IDLE to OFFERING
14:27:16.893 No CTI Node for session Sales_0002_0032000001DsVG5AAN
14:27:16.895 CTINODE: Increased trunks in use for '__singlecti' to 1
14:27:21.181 Campaign OutPred m_ConnectedCalls=1.
14:27:21.181 CALLSTATE: SI Sales_0002_0032000001DsVG5AAN changed from OFFERING to CONNECTED
14:27:21.181 Campaign OutPred m_CallsBeingActualDialed=0.
14:27:21.181 AGENTSTATE: Agent a changing state from 3 to 6 (Agent state 3, Waiting for call to 6, Talking)
14:27:26.468 NE\FATrunk Counter\SE1\MSIC=__singlecti;TD=;TO=600;TI=1;PO=600;PI=0\TD
14:27:26.468 NE\FATrunk Counter\SE1\MSIC=__singlecti;TD=Sales;TO=99999;TI=1;PO=99999;PI=0\TDSales

An inbound call is routed to queue sfin on campaign Inbound

14:27:30.039 ROUTE: Selected Route ID 11240, address sfin for CLI 3125961000 and DNIS 3125961000.
14:27:30.039 ROUTE: Assigning session id WS2008_1_inbound_41851_5298157407_29 to campaign Inbound on tenant Sales
14:27:30.039 ROUTE: Selected Route ID 11240, address sfin for CLI 3125961000 and DNIS 3125961000.
14:27:30.041 CALLSTATE: CREATE WS2008_1_inbound_41851_5298157407_29
14:27:30.041 Campaign Inbound m_ConnectedCalls=1.
14:27:30.041 CALLSTATE: SI WS2008_1_inbound_41851_5298157407_29 changed from IDLE to CONNECTED
14:27:30.041 ROUTE: Selected Route ID 11240, address sfin for CLI 3125961000 and DNIS 3125961000.
14:27:30.041 ROUTE: SID:WS2008_1_inbound_41851_5298157407_29 TN '3125961000' DN '3125961000' Route decision address:sfin Campaign:Inbound Group:true External:false RecordExternal:false
14:27:30.041 ROUTE: SID:WS2008_1_inbound_41851_5298157407_29 queued to address sfin
14:27:30.041 ROUTE: SID:WS2008_1_inbound_41851_5298157407_29 accepted by queue sfin

Agent a is reserved for blending to the inbound call

14:27:30.408 BLEND: Pull Queue sfin. Deqeueable calls 1. Active reserves 0. Number to reserve 1. Shortage 0.
14:27:30.408 BLEND: Reserve agent a to queue sfin
14:27:30.408 BLEND: agent a on tenant Sales reserved to queue sfin on campaign Inbound
14:27:30.408 CG:MA:MA\TDSales\CNOutPred\C2Inbound\ANa\BM\TXBlendIN_00021
14:27:30.408 TRANS: Adding MA transaction BlendIN_00021 on tenant Sales
14:27:30.595 BLEND: No Pull Queue sfin - Awaiting reserves. Deqeueable calls 1. Active reserves 1.
14:27:35.093 BLEND: No Pull Queue sfin - Awaiting reserves. Deqeueable calls 1. Active reserves 1.

Agent a being logged out of OutPred campaign

14:27:35.168 CALLSTATE: Dropping station a
14:27:35.168 CALLSTATE: Agent Finished Talking, putting agent a, back into WRAP
14:27:35.168 AGENTSTATE: Agent a changing state from 6 to 7 (Agent state 6, Talking to 7, In Wrap)
14:27:35.169 Campaign OutPred m_ConnectedCalls=0.
14:27:35.169 CALLSTATE: SI Sales_0002_0032000001DsVG5AAN changed from CONNECTED to DROPPIN14:27:35.208 CTINODE: Decreased trunks in use for '__singlecti' to 0
14:27:35.208 CALLSTATE: SI Sales_0002_0032000001DsVG5AAN changed from DROPPING to IDLE
14:27:35.208 CALLSTATE: DESTROY Sales_0002_0032000001DsVG5AAN
14:27:38.476 AGENTSTATE: Agent a changing state from 7 to 3 (Agent state 7, In Wrap to 3, Waiting for call)
14:27:38.477 UNAVAIL: Attempting to release agent a
14:27:38.477 AGENTSTATE: Agent a changing state from 3 to 2 (Agent state 3, Waiting for call to 6, Logged in and available)
14:27:38.477 Agent a Resetting last idle from 1004436 hrs, 26 mins, 49 secs to 1004436 hrs, 27 mins, 38 secs
14:27:38.479 AGENTSTATE: Agent a changing state from 2 to 0 (Agent state 3, Logged in and available to 0, Logged out)
14:27:38.480 AGENTSTATE: Agent a changing state from 0 to 2 (Agent state 0, Logged out to 2, Logged in ot available)

Agent a being logged in to campaign Inbound

14:27:38.481 Moved agent a from campaign OutPred to campaign Inbound
14:27:38.481 AGENTSTATE: Agent a changing state from 2 to 3 (Agent state 2, Logged in and not available to 3, Waiting for call)
14:27:38.482 BLEND: End Reserve agent a to queue sfin
14:27:38.482 ROUTE: SID:WS2008_1_inbound_41851_5298157407_29 offering to agent a in queue sfin
14:27:38.482 AGENTSTATE: Agent a changing state from 3 to 10 (Agent state 3, Waiting for call to 10, Being offered a call)
14:27:38.620 AGENTSTATE: Agent a changing state from 10 to 6 (Agent state 10, Being offered a call to 6, Talking )

Agent a has end the call with the Start Wrap [SW] message

14:27:51.933 CALLSTATE: Dropping station a
14:27:51.933 CALLSTATE: Agent Finished Talking, putting agent a, back into WRAP
14:27:51.933 AGENTSTATE: Agent a changing state from 6 to 7 (Agent state 6, Talking to 7, In Wrap)
14:27:51.933 Campaign Inbound m_ConnectedCalls=0.
14:27:51.933 CALLSTATE: SI WS2008_1_inbound_41851_5298157407_29 changed from CONNECTED to DROPPING
14:27:51.969 CTINODE: Decreased trunks in use for '__singlecti' to 0
14:27:51.969 CALLSTATE: SI WS2008_1_inbound_41851_5298157407_29 changed from DROPPING to IDLE
14:27:51.969 CALLSTATE: DESTROY WS2008_1_inbound_41851_5298157407_29
14:27:51.970 ROUTE: SID:WS2008_1_inbound_41851_5298157407_29 expired from queue address sfin

Agent a has terminated the call session and is logged out of the Inbound campaign...

14:27:56.667 AGENTSTATE: Agent a changing state from 7 to 3 (Agent state 7, In Wrap to 3, Waiting for call)
14:27:56.669 BLEND: Push Queue sfin. Returnable agent count 1.
14:27:56.669 BLEND: agent a on tenant Sales returned to campaign OutPred
14:27:56.669 CG:MA:MA\TDSales\CNInbound\C2OutPred\ANa\BM\TXBlendOUT_00022
14:27:56.669 TRANS: Adding MA transaction BlendOUT_00022 on tenant Sales
14:27:56.669 UNAVAIL: Attempting to release agent a
14:27:56.669 AGENTSTATE: Agent a changing state from 3 to 2 (Agent state 3, Logged in and available to 2, Logged in not available)
14:27:56.669 AGENTSTATE: Agent a changing state from 2 to 0 (Agent state 2, Logged in not available to 0, Logged out)

...and returned to the OutPred campaign

14:27:56.670 AGENTSTATE: Agent a changing state from 0 to 2 (Agent state 0, Logged out to 2, Logged in not available)
14:27:56.671 Moved agent a from campaign Inbound to campaign OutPred
14:27:56.671 AGENTSTATE: Agent a changing state from 2 to 3 (Agent state 2, Logged in and not available to 3, Waiting for call)

 

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