Outbound Calls

Outbound lists

Displayed name	AttributeName	Description
ID	OutboundListId	Primary Key
Name	DisplayName	A short internal campaign name such as “Property Insurance Deal in May”. It is for the administrator only.
Status	Activity	Campaign status. Possible statuses are: Prepared (Ready) – ready before launch Scheduled (Running) or NULL – scheduled and running Paused (Interrupted) – running interrupted Completed (Completed) – remaining calls are set to Neglected
Description	Description	A more detailed description of the campaign. For the administrator only.
Default workgroup	ProjectId	The default project under which outgoing calls will be distributed to agents for processing.
Skill	Skill	The minimum project skill of the agent in order for the call to be distributed to them.
Default language	LanguageId	Default campaign language.
Knowledge	Proficiency	Minimum language proficiency for the agent to distribute the call. Can be NULL if the default language is NULL.
Priority	Priority	Default priority for calls initiated from this list.
Time zone	TimeZoneId	Time zone values of time columns ScheduleTime, TimeFrom and TimeTo in CSV import. If NULL, the computer settings are used.
Maximum number of trials	MaxTrials	The maximum number of attempts per number before a call fails for rescheduled calls.
Rescheduled due to busy number [s]	BusyOffset	The number of seconds by which the call is rescheduled if the last result was Busy. NULL means discard.
Rescheduled due to no answer [s]	NoAnswerOffset	The number of seconds that the call is rescheduled if the last result was Not Taken. NULL means to disable.
Rescheduled due to failed call [s]	FailedOffset	The number of seconds the call is rescheduled if the last result was Call Failed. NULL means to disable.
Rescheduled due to calling a wrong person [s]	TalkErrorOffset	The number of seconds that a call is rescheduled if the last result was a Call to the Wrong Person. NULL means to disable.
Rescheduled due to be continued another time [s]	ToContinueOffset	The number of seconds that the call is rescheduled if the last result was Another Time. NULL means to disable.
Lost offset predictive [s]	LostOffset	The number of seconds that the call is rescheduled if it is lost after being answered by the caller before the agent is transferred. Only applies to predictive calls. In addition, there must be a ProjectTransition record for the project or for all projects. NULL - for a given OL source, the rescheduling feature is completely disabled.
Batch size [%]	RankBatch	The batch size, in percentage, of active agents during batch processing of outbound import calls. 100 - means that exactly as many calls are used as there are agents logged in. NULL means that the calls in the import are processed all at once.
Call preview [s]	PreCall	Whether and how long the preview phase (PreCall phase) will be for calls from this campaign. NULL – no preview. After the offer is made and accepted by the agent, the call will proceed directly by dialing. 0 – unlimited preview. positive number – preview length in seconds. When the time expires, the call will return to the distribution.
Manual sheduling (number)	ManualDistribution	Whether and how many calls in the campaign will be manually distributed. NULL – All calls in the campaign will be distributed automatically (they will go from New to Enqueue). Positive number – These first N calls in the campaign will be distributed manually, the rest will wait in the New phase. As soon as an agent handles a manual call, the longest waiting will return to the Manual phase to keep the number of manual calls in the campaign at the specified value. The value thus acts as a limiter, the purpose of which is to avoid overwhelming the campaign with e.g. lost calls from the IVR.
Predictor	PredictorId	Predictive dial switch. NULL - normal dialing otherwise ID of the predictor to use.
Excepted reachability [‰]	AnswerPrediction	Default call pickup probability. Positive number 1 to 1000 - predicted success rate for calls in outbound list [stated in per mille]
Reachability shift [‰]	AnswerMargin	Shift of the true relative frequency used for the predictor adaptation algorithm. NULL or 0 – no shift a positive number (up to 1000) – Means that a higher tolerance than the measured one will be considered (the probability of starvation will increase) negative number (up to -1000)
Real reachability [‰]	AnswerRate	Calculated actual relative call pickup frequency. Number 0..1000 [given in per mille].
Real average call duration [s]	AvgCallDuration	Average call time obtained by measurement including PCP and wrap. The default value is Project.NormalCallDuration + ProjectPostCallDelay.
Real average ring duration [s]	AvgCallLeadTime	The time by which the call is to be started before the call is terminated on the agent (on average). It should include how fast the callers respond and the dialing lenght.
Outbound call routing	DirectionId

Schedule post conditions

Displayed name	AttributeName	Description
ID	SchedulePostConditionId	Primary Key.
Name	DisplayName	Name for administrator.
Order	Rank	The order in which schedule post conditions will be taken into account. Numbers don’t have be in sequence or unique.
Priority	Priority	Change priority to specified, NULL unchanged.
Target workgroup	ProjectId	Change the project to another if the condition is valid. NULL unchanged
Skill	Skill	Change the acceptable skill to the project if the condition is met. NULL unchanged
Target language	LanguageId	Changing the language to another if the condition is valid, if it is NULL, the language does not change.
Knowledge	Proficiency	Changing acceptable proficiency of language to specified if the condition is met. NULL unchanged
Cancel pre-distribution	RevokePredistribution	Indication that you should remove the pre-distribution and transfer the call to a regular project with PreferredAgent.
Terminate call	Terminate	Specifies that call scheduling should be terminated when the condition is met.
Waiting time longer than	WaitingTimeOver	Requirement to exceed the distribution waiting time specified in seconds. If it is NULL, it is not evaluated.
The number of Agents logged in is less than	LoggedAgentsUnder	Condition for below-limit number of signed-in agents in the current project. If it is NULL, it is not evaluated.
Current priority	CurrentPriority	Current priority condition. If it is NULL, it is not evaluated.
Current workgroup	CurrentProjectId	Condition for the current project. If it is NULL, it is not evaluated.
Current skill	CurrentSkill	Condition for the current acceptable skill level. If it is NULL, it is not evaluated.
Current language	CurrentLanguageId	Current language condition. NULL means that the language check condition is not used.
Current knowledge	CurrentProficiency	Condition for the current acceptable level of knowledge. If it is NULL, it is not evaluated.
Pre-distributed	CurrentPredistributed	The condition that the call is pre-distributed or is a regulary project call. NULL means no control.
Calendar mode	TimeMode	Time condition. How to Interpret TimeFrom / TimeTo Fields. If it is NULL, time is not checked. DayInYear - valid on a particular day of the year, every year, time from / to SingleDay - valid on a specific date (including year), time from / to DayInWeek - valid on a specific day of the week, every week, time from / to
From	TimeFrom	Date and time of the time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.
To	TimeTo	Date and time end of time condition. YearInYear is ignored, DayInWeek is extracted only the day of the week. May be NULL only if TimeMode is also NULL. Local time.

Call results details

Displayed name	AttributeName	Description
ID	CallResultDetailId	Primary Key
Name	DisplayName	Display name.
Order	Rank	Display order.
General call outcome	CallResult	Outgoing call result states: Canceled, Completed, Failed, Busy, NoAnswer, TalkError, ToContinue. For incoming calls: Served. Other states are not granulated.
Default specification	DefaultCallResultDetail	Default value indication for the CallResult type.
Description	Description	Description for administration purposes.
Group Name	GroupName
Color	Color
Workgroup	ProjectId
Project Group Mask	ProjectGroupMask
Team Mask	TeamMask
Channels Mask	Channels

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