Parallel Make Call

This Telephony tool fires the Parallel Make Call Outbound Call initiator and begins the Parallel Make Call process to make multiple outbound calls simultaneously from one station. One initiator is started for each call in the dial string list. This tool connects to the outbound call that connects first and abandons the other outbound calls.

Inputs

Line Groups

Specify 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 (for example, "Station:Gagle," "Station Queue:Gagle," or just "Gagle"), the call is placed from the named station and if there is a logged in user on that station, the user's queue.

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, the 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.

Notes: In-band voice messages (such as "This is AT&T, it is 4 P.M., where are you 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?

With this option selected, CIC attempts to detect an answering machine. If a machine is detected, this tool takes the Machine exit path. If this option is cleared, 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 for the Extended Place Call tool to wait before taking the No Answer exit path. The default value is 30 seconds.

Parallel Make Call Timeout

The number of seconds to wait before taking the Timeout exit path.

Parallel Make Call Successes Desired

The minimum number of calls from the dial string list to be successfully completed before ending the Parallel Make Call subroutines. For example, if a user has a list of five dial strings but only needs one to connect, assigning this parameter a value of 1 will end the Parallel make Call process after the first call is connected.

Global Parameter

The parameter that is sent to each instance of the Parallel Make Call Outbound Call initiator.

Local Parameters

A list of local parameters parallel to the list of dial strings. I.e., the first local parameter is sent to the initiator for the first dial string, the second is sent for the second dial string, etc.

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.

Call for which this is a consulting call (optional)

If a call is a consulting call, the call ID for the call being consulted can be specified here.

Call Attribute Names

The names of any attributes 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.

Outputs

List of Succeeded Calls

A list of calls from the original dialstring that were successfully made.

List of Failed Calls

A list of calls from the original dialstring that failed.

Exit Paths

Success

This path takes the Success exit path if it was able to compile the List of Succeeded Calls and the List of Failed Calls.

Timeout

This path is taken if the time set in the Parallel Make Call Timeout input expires.

Failure

This path is taken if the tool is unable to compile the List of Succeeded Calls and the List of Failed Calls.

Canceled