Make Call Block

Use the Make Call block to initiate a call. For example, this block can be used in an outbound campaign to initiate a call to the target phone. The absence of this block in an application enables you to eliminate dialing in the campaign (if, for example, you want to send an email instead of calling targets).

If a call is already in progress, the Connect Call or Transfer Call blocks should be used to connect the current call to another phone.

Settings

Configure the settings for this block:

•Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

•Default Destination - The default phone number to which the call connects if the interaction property Destination is empty.

•Override Destination - The phone number to which the application connects the call. If this field has a value, the application ignores the Destination interaction property. Use this field only if you want to override the Destination interaction property.

•PBX Prefix - This prefix will be added to destination number before the outbound call is placed (for example, dial 9 for an outside line).

•Override Display Name - Type a custom display name.

•Enable call forwarding for destination - Select this check box to enable destination voice mail. If you enable this feature, some agent statistics (such as Number of Calls Answered) may be inaccurate because the system assumes the agent took the call (even though it actually went to the agent’s voice mail).

•No Answer Timeout - The number of seconds the voice application waits for the destination phone to answer the call before executing the No Answer conditional exit.

•Auto Answer - Configures the voice application to force the Agent Dashboard of the target agent to automatically answer the call if the agent is logged in and in the Ready state. This function works only if the agent’s Agent Dashboard is set to allow auto-answering (click File>Softphone Options and select the Allow auto-answer incoming calls check box); also works with 3COM phones working with 3COM VCX switch. This option has no effect if the destination phone is not the Agent Dashboard and not a 3Com VCX phone.

•Auto Answer Delay - The number of seconds the Agent Dashboard rings before automatically answering the call.

•Allow Early Media - Early media is the ability of SIP endpoints to communicate before the connection is established. The called endpoint may send voice data (pre-recorded messages, custom ringback tones) to the caller before accepting a call. If this field is checked, the Early Media conditional exit will be executed. If unchecked, the block will wait for a connection to be established. Leave this option unchecked if enabling Call Progress Analysis.

Call Progress Analysis Parameters

•Enable Call Progress Analysis - Select this check box to allow voice applications to monitor the progress of a call, analyzing the voice to determine if it is a live voice, answering machine, fax, etc.

•CPA configuration profile (Optional) - Specifies the name of the CPAProfile to be used with the call. If you do not specify a profile (or the specified profile does not exist), the system uses the default configuration values.

•CPA timeout (seconds) - The number of seconds the voice application waits for a response before executing the CPA timeout conditional exit.

•Enable answering machine detection - Select this check box to enable the voice application to detect and respond to an answering machine.

•Path to record voice for logging - A CPA recording can be made for troubleshooting purposes. To enable recording, type a path for the location where the recording files will be stored (if you leave this field blank, no recording will occur). File naming is automatic; the naming convention is: CPA_<year>_<month>_<day>_<hours>_<minutes>
_<seconds>_<milliseconds>.WAV.

Conditional Exits

The Make Call block has ten conditional exits to determine the action of the voice application when the following events occur:

•No Answer - The destination phone rings but no one answers within the No Answer Timeout defined in the Settings list above.

•Disconnect - The call was disconnected.

•Busy - The destination phone is busy.

•Redirect - The call was redirected to another phone.

•Early Media - Early media is detected and the Allow Early Media check box is checked.

•SIT (Special Information Tones) - The destination phone is answered by an operator intercept, such as number no longer in service.

•Fax - The destination phone is answered by a fax machine.

•Voice - The destination phone is answered by a person.

•Answering Machine - The destination phone is answered by an answering machine.

•CPA timeout - The destination phone rings and is answered but the media server is unable to decipher the response within the CPA Timeout defined in the Settings list above.

When Configuration for this Block is Complete:

•Click the Update button to apply the settings.