Extended Place Call

This Telephony tool step places a call on an outside line. Extended Place Call has many exit paths to handle the different possible outcomes of this step.

Inputs

Telephone Number

If the List of dial strings to be used parameter (described below) is used, this parameter indicates the telephone number to display to a CIC Client user. This number is not dialed.

If the List of dial strings to be used parameter is empty, then the telephone number in this parameter is used to dial the call.

Lines Groups

This parameter takes a list of line groups (as configured in Interaction Administrator), or leave this parameter empty to use any available line group. In the default shipping handlers, the DialPlanEX subroutines returns a list of line groups to be used. You can pass that list in this parameter.

Station Queue Identifier

If this string is empty, the call is placed from the system queue. If the string identifies a station ("Station:Gagle", "Station Queue:Gagle" or just "Gagle"), the call is placed from the named station.

Workgroup Queue Identifier

Identifies the workgroup from which this call originated. This parameter is useful for auto-dialers, such as the Interaction Dialer, when the ACD Server determines which agent a connected call should be sent to.

List of dial strings to be used

This list of dial strings parallels the list of line groups from the parameter above. When line group from position one is attempted, dial string from position one is used, and so on. In the default shipping handlers, the DialPlanEX subroutine returns a list of dial strings that parallels the list of line groups. You can pass the list of dial strings from that subroutine into this parameter. A comma in a dial string causes a two-second pause, and any numbers after a "/" symbol are dialed after the call is connected.

Perform Call Analysis

Set this Boolean parameter to "True" if you want the handler to detect busy signals or whether the party did not pick up. Set to "False" if you are integrating with a PBX that does not generate the expected call progress audio. See Call Analysis for more information.

Note: In-band voice messages (such as "This is AT&T, it is 4 P.M. where you are calling") can cause call analysis to fail. If this occurs, contact your long distance provider to have this message removed.

Note: If you turn off call analysis, calls made over analog, T1, and E1 lines will take the success exit path even if the call is busy. See Call Analysis for more information.

Include Answering Machine Detection in Call Analysis?

Set this to True to have CIC attempt to detect an answering machine. If a machine is detected, this tool takes the Machine exit path. If this is set to False, answering machines are not detected. See call analysis for more information on answering machine detection.

Silence Wait Timeout

The number of seconds of silence to elapse before taking the Machine exit path. This is useful if you want to ensure that the machine's greeting has finished playing before you play an audio file to the machine. This field is ignored if the Include Answering Machine Detection option is cleared.

No Answer Timeout

The number of seconds to wait before taking the No Answer exit path. The default value is 30 seconds. Fractions of seconds are not valid. The timeout value must be 1 or greater.  Setting the No Answer Timeout value to 0 actually causes it to default to 30 seconds.

Note: To use the No Answer Timeout parameter, you must also select the Honor No Answer Timeout parameter in Interaction Administrator. If the Honor No Answer Timeout parameter is not selected, the default value of 30 seconds is used for the No Answer Timeout parameter. For more information about the Honor No Answer Timeout parameter, see General Telephony Parameters in Interaction Administrator help.

Calling Party Number

This parameter passes a string of digits to be displayed as ANI or Caller ID on the phone system that receives the call. If you do not specify a value in this parameter, the Telephony Services subsystem uses the number entered in the Phone Number field in the Line Configuration container in Interaction Administrator.

Note: This only works for ISDN.

Calling Party Name

This parameter passes a string to display the name of the caller on the phone system that receives the call. If you do not specify a value in this parameter, the Telephony Services subsystem uses the name associated with the number entered in the Phone Number field in the Line Configuration container in Interaction Administrator.

Note: This only works for ISDN.

Use the dial plan?

Set to True if the call is an intercom call.

Note: If set to True, this tool will not retrieve voice mail settings. This functionality will be added in a future release.

Create the call with the CallInitiationContext attribute set to this value

This parameter sets the CallInitiationContext attribute to the specified value.

Call for which this is a consulting call (optional)

If this is a consulting call, the call ID for the call being consulted may be placed here.

Call Attribute Names

The names of any attribute to be assigned to the call as Queue Manager attributes before the Make Call is placed on TS.

Call Attribute Values

The values of any attributes named in the Call Attribute Names parameter above.

Diversion Number

Used for forwarded SIP calls, this field specifies the destination/address to which the call was originally sent.

Diversion Name

A name for the SIP diversion address.

Diversion Reason

A number representing one of the SIP diversion reasons:

Value	Description
0	None
1	Unknown
2	Busy
3	No answer
4	Unavailable
5	Unconditional
6	Time of day
7	Do not disturb
8	Deflection
9	Follow-me
10	Out of service
11	Away
255	Other

Outputs

Call Identifier

The unique identifier for the outbound call.

Exit Paths

Success

This step takes the Success exit path if the call goes through successfully. If call analysis is turned off, all successfully dialed calls are considered successful if the call connects, even if the connection is a busy signal. (Note: Calls made over ISDN lines may still take the Busy exit path if a D-channel message is returned indicating that the dialed number is busy.

Busy

This step takes the Busy exit path if the called number is busy, or if there are no available outgoing lines.

No Answer

This step takes the No Answer exit path if the called number does not answer.

Not Reached

This tool takes the Not Reached exit path if there is no dial tone or ring back.

Intercept

This tool takes the Intercept exit path if special information tones are detected. This can occur when an invalid number is reached, and the external telephone system plays a recorded message.

Machine

This tool takes the Machine exit path if call analysis is turned on and an answering machine is detected.

Fax

This tool takes the Fax exit path if call analysis is turned on and a fax tone is detected.

No Lines

This tool takes the No Lines exit path if no lines are available to place this call.

Disconnect

This tool takes the Disconnect exit path if the call is disconnected prior to completion.

Failure

This tool can take the Failure exit path for several reasons. Failure can occur if the call disconnects, if the call is picked up by a user (and is no longer under the control of the handler), the call ID is no longer valid (if the call is deallocated), or system resource limitation.

Canceled

This tool takes the Canceled exit path if the call attempt is cancelled prior to completion.