Complete External Call and Complete External Call (extended)

These System tools call a number outside your organization.

Caution: Do not use this these tools in any location other than where they are currently being used in the default handlers that ship with CIC. These tools only work with call objects created by a telephone going off-hook or by a CIC client user making a call (for example, a user clicking the Make Call button in Interaction Desktop). These tools fail if used in any other handlers or subroutines.

The following is a description of the parameters for the Complete External Call tool. See Complete External Call (extended) for more information about that tool.

Inputs

Call Identifier

The unique identifier for a call.

Telephone number

The phone number of the party to be called. A comma causes a two-second pause, and any numbers after the "/" symbol are dialed after the call is connected.

Name of Called Party

This optional 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.

Formatted Telephone 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.

Lines Groups (empty list means any line)

This parameter takes a list of line groups (as configured in Interaction Administrator), or leave this parameter empty to use any available line group.

Exit Paths

Success

This step takes the Success exit path if there is an available line.

ISDN Cause Code Value

This tool takes the ISDN Cause Code Value exit path if this tool detected a busy signal. This tool then places a string value in the EIC_ISDNCauseValue call attribute. You would then use a selection step to branch based on the value of EIC_ISDNCauseValue. The cause codes are numbers in string format, such as "42". You can view a list of cause codes and their explanations at http://www.shout.net/~wildixon/telecom/isdn/cause-codes.html.

No Lines

This tool takes the No Lines path if no outgoing lines are available.

Failure

This step takes the Failure exit path if there are no available lines. If this step fails, the call does not change states.