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Data/communication items description

This document describes call data items and communication of Callchange CallCenter edition components.

Content:

Call (memory store and database)

This table describes individual properties, which can be contained inside record about call.

This table is authoritative information source and replaces table "Položky tabulek datového úložiště" – "c - Tabulka stavu hovorů" in cx2.chm document.


Name Description CC F R A
ID Call ID       X
CC Call type: if doesn't exist = physical call, 0 = physical call, 1 = router call X X X  
LINE Name of line where call takes place.   X X X
STATE Call state

for physical calls:
CS_CREATE_CALL – call was created
CS_IDLE – call was terminated
CS_BLOCKED - call was terminated by other parties
CS_CONNECTED - call is connected
CS_BUSY - called party is busy
CS_NEWCALL - new outgoing call before number dialing
CS_DIALING - number was dialed
CS_RINGBACK - ringing on the remote side
CS_OFFERING - incoming call before connecting
CS_ONHOLD - call is on hold - not active
CS_FAILED - some error occured
CS_ERROR - some error occured

for router calls:
CS_CREATE_CALL – call was created (this is only temporary state)
CS_QUEUED – call is in queue
CS_DIVERTED_VX – call was diverted to IVR
CS_DIVERTED_OP – call was diverted to operator
CS_RINGBACK – call rings at the operator
CS_CONNECTED – call was connected
CS_CLERICLE – call was transferred to client application and now is hung up, operator didn't close it yet (it is in clericle time)
CS_IDLE – call was terminated

        
DIRECTION call direction:
IN - incoming call
OUT - outgoing call		        
REM_NUM Other party last phone number   X   X
TIM_ACT Record's last update time   X X  
TIM_CN Time of connection establishing (when call was picked up by operator). Needn't to be filled in, if call wasn't connected to the operator! X   X X
TIM_NEW Time of call entering the queue (call came into system) X   X X
TIM_WAIT Waiting duration – between TIM_CN and TIM_OP, in seconds X   X X
TIM_DCN Time of call terminating     X X
TIM_OP Time of call redirection to operator X   X X
CCCALL Basic CallCenter call ID. Used by client application and VoiceChange. X X    
CCAPP Client application name. Used by L2 client application to select correct L3 application. X X X  
CRSCRIPT Script name, which do operator selection; including version. Used by router. X X    
CRSPOS Step number in the script. Used by router. X X    
CRSEND Time when currently executed step of script finishes. Used by router. X X    
CRSNEXT Time when currently executed action should be retried, if it has sense. X X    
WAKEME Time when given step processing should continue. X X    
QNAME Queue ACD, where call was accepted to. X   X X
RC Call processing result:
0 = call was not processed
1 = call was processed		 X   X X
RC2 Detailed call result code. See Possible call end states (RC2) for processed call (RC=1) and for unprocessed call (RC=0) X   X X
DESC Detailed description for call termination. X   X X
LEN Call duration from entering the queue to hang up; in seconds. X     X
ISOUT Call is just in VX (1 = yes, 0 = no) X X    
IGNOREHNGP 1 = do not transfer hangup into router call (is expected)
0 = if hangup arrives, terminate router call also.		 X X    
WAITING 1 = waits for transfer to operator
0 (or doesn't exist) = doesn't wait for transfer to operator		 X X    

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Possible call end states (RC2) for processed call (RC=1)

Code Description
CONNECTED Call was connected to the operator. This state is set automatically; L3 application can change it according needs.
OK Recommended state, using which L3 application says call was correctly processed.

Other end states defines customer - e.g. if caller was/was not interested in offered service etc.

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Possible call end states (RC2) for unprocessed call (RC=0)

Following table enumerates states generated by CallChange. Customer application can to define and to use any other state codes.
 
Code Description
ERR_SCRIPT Error in routing script.
(This error should be generated, because routing script is generated by WWW application)
ERR_ENDSCRIPT End of routing script and there is no definition, what should be done with the call
(This error should be generated, because routing script is generated by WWW application)
NPROC Call was not processed / caller hung up while waiting inside router queue.
NANSW Call was diverted to operator but operator didn't pick up / caller hung up before operator picked up.
ERR_NAPP Call was diverted to operator but there was no application able to handle it.
R_HANGUP HANGUP was found in router script and there was not stated what value should be set for this call.
R_BLACKLIST Number is on the blacklist.
R_WHITELIST Number is not on the whitelist.

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Transferring data from router to VX application

Router diverts call to any of phone numbers which are mapped to VX trunk. Phone number is increased for every call up to maximal number, then starts from beginning again.

Information about the call are stored by router into memory store, "o" table. Key is VXLINE item, which contains called number of VX line.

Following properties are stores in DATA item:

Router doesn't execute TRANSFER operating till data are stored in table.
When call is terminated (hang up) VX sends message to router:

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Transferring data from router to client application (operator), data transfer between operators

Information about the call are stored by sending application into memory store, "o" table. Key is CXLINE item, which contains name of operator's CX line (e.g. cxhlpsrv:t:601).

Following properties are stores in DATA item:

Sending application doesn't execute TRANSFER operating till these information are stored in table.

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