Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas

For CallResult 12 (calls that are detected as answering machines), this field will indicate the
following:

•

1 = The callback is being cancelled.

•

2 = For a Transfer to IVR campaign, the call is disconnected.

•

3 = For a Transfer to IVR campaign, the call is sent to an IVR Route point.

•

4 = For an Agent campaign, the call is sent to an IVR Route point.

•

5 = For an Agent campaign, the call is disconnected.

•

6 = For an Agent campaign, the call is sent to an Agent.

Dialer Detail: CallStatusZone

The CallStatusZone1 and CallStatusZone2 fields in the 

populated with the following values that show the current status of the customer record for the
zone.

The values are:

•

A = Active - Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been
sent to a dialer for dialing

•

B = A callback was requested. Stored in CallStatusZone1 and CallStatusZone2 field when
a regular callback (non personal callback) has been scheduled. The Callback time itself is
stored in both the CallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the
callback overrides the inividual zones.

•

C = Closed: Record has been closed for that particular zone, so the record will not be retried
again for that zone.

•

J = Agent rejected (closed out the record).

•

M = The maximum number of attempts has been reached. Stored in both CallStatusZone1
and CallStatusZone2. A record is set to “M” when it has dialed the maximum times as
specified in the campaign and will not be retried again. Both zones are set to "M" to indicate
no further calling in either zone.

•

P = Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before
any dialing has taken place. The record remains in the pending state for a particular zone
until all of the numbers specified for that zone are dialed. A pending contact which has already
dialed at least one dialer from its sequence will have at least one CallBackDateTimeXX
column filled in with a retry time.

•

R = Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled.
The retry time itself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the
individual number column CallbackDateTimeXX, where XX is the number to be retried (01

Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)