Placecall

Properties

Property	Details
PhoneNumber	The phone number being dialed. You can either hard code a specific number in this field or use a variable to reference other numbers.
CallerID	The phone number that will display as the Caller ID for the contact when the call is made.
Timeout	The number of seconds the system will wait for an answer before the NoAnswer branch is triggered. A timeout starts when a ringing indication is received from the called party.
DetectionType	Allows you to specify whether the outbound call script should attempt to distinguish a live answer and an answering machine. Select NONE if there is no need to distinguish between a live person and an answering machine. Select NOTIFYOFMACHINEASAP if you do not plan to leave messages on answering machines and want the call to disconnect. Select NOTIFYOFMESSAGEEND if you plan to leave messages on answering machines. When you set this value to anything other than NONE, the script uses the Answering Machine Detection (AMD) feature. AMD holds PlaceCall result responses for 7 seconds. In certain scenarios, this can result in lack of audio during the detection window.
NoVoiceTimeout	The number of seconds that silence on the line will be accepted before the script follows the NoVoice branch.
VoiceMinimum	The number of seconds a sound on the line must be sustained to avoid triggering the NoVoice branch.
MaxLiveVoice	The number of seconds in which a voice answering a call may speak before it is determined to be an answering machine.
LiveSilence	The number of seconds of silence required after a voice is detected to trigger a LivePerson branch. Set this property only if DetectionType is set to NOTIFYOFMESSAGEEND.
MaxMachine	The number of seconds in which an answering machine message can continue without finishing before the MachineTimeout branch is taken.
MachineSilence	The number of seconds after the system determines that an answering machine message has finished before the AnswerMachine branch is taken.
LinkContactID	Causes the new outbound call to be pre-linked to the call specified (allows the other party to hear ringback, busy, and so forth.)
SourceLegPersistent	Use this property with caution. Default is FALSE. When TRUE is selected, the called party is prevented from dropping the source leg of the call when it hangs up.
NewLegPersistent	Use this property with caution. Default is FALSE. When TRUE is selected, the calling party is prevented from dropping the destination leg of the call when it hangs up.
Parameters	Sets number and value of parameters to send when calling another phone number. Pass as NAME=VALUE pairs. Curly braces are supported. For example, FromID={contactID}. Maximum size limit is 100 characters.

Property

Details

PhoneNumber

The phone number being dialed. You can either hard code a specific number in this field or use a variable to reference other numbers.

CallerID

The phone number that will display as the Caller ID for the contact when the call is made.

Timeout

The number of seconds the system will wait for an answer before the NoAnswer branch is triggered. A timeout starts when a ringing indication is received from the called party.

DetectionType

Allows you to specify whether the outbound call script should attempt to distinguish a live answer and an answering machine. Select NONE if there is no need to distinguish between a live person and an answering machine. Select NOTIFYOFMACHINEASAP if you do not plan to leave messages on answering machines and want the call to disconnect. Select NOTIFYOFMESSAGEEND if you plan to leave messages on answering machines.

When you set this value to anything other than NONE, the script uses the Answering Machine Detection (AMD) feature. AMD holds PlaceCall result responses for 7 seconds. In certain scenarios, this can result in lack of audio during the detection window.

NoVoiceTimeout

The number of seconds that silence on the line will be accepted before the script follows the NoVoice branch.

VoiceMinimum

The number of seconds a sound on the line must be sustained to avoid triggering the NoVoice branch.

MaxLiveVoice

The number of seconds in which a voice answering a call may speak before it is determined to be an answering machine.

LiveSilence

The number of seconds of silence required after a voice is detected to trigger a LivePerson branch. Set this property only if DetectionType is set to NOTIFYOFMESSAGEEND.

MaxMachine

The number of seconds in which an answering machine message can continue without finishing before the MachineTimeout branch is taken.

MachineSilence

The number of seconds after the system determines that an answering machine message has finished before the AnswerMachine branch is taken.

LinkContactID

Causes the new outbound call to be pre-linked to the call specified (allows the other party to hear ringback, busy, and so forth.)

SourceLegPersistent

Use this property with caution.

Default is FALSE. When TRUE is selected, the called party is prevented from dropping the source leg of the call when it hangs up.

NewLegPersistent

Use this property with caution.

Default is FALSE. When TRUE is selected, the calling party is prevented from dropping the destination leg of the call when it hangs up.

Parameters

Sets number and value of parameters to send when calling another phone number. Pass as NAME=VALUE pairs. Curly braces are supported. For example, FromID={contactID}. Maximum size limit is 100 characters.

Branches

Branch	Details
Default
Answer
NoAnswer
Busy
Error
InvalidNumber
LivePerson
NoVoice
AnswerMachine
Fax
MachineTimeout

Branch

Details

Default

Answer

NoAnswer

Busy

Error

InvalidNumber

LivePerson

NoVoice

AnswerMachine

Fax

MachineTimeout

Tips & Tricks

This action can be configured to differentiate between a live answer and an answering machine/fax machine.

Placecall is reserved for outbound calls that need their own script processing. Once the destination party answers, the script may behave like any other inbound script.

If the outbound call fails due to any of the failure branches (NoAnswer, Busy, InvalidNumber, or Error), it is required that the script execute the Hangup action (use the End action for Error branch conditions) to terminate the script. Otherwise, the script will remain in as a non-terminated script.

Phone Script Example Using Placecall

The script illustrated below uses the Placecall action to place an outbound call. If an error occurs, the call is not placed and the script ends with the End action. However, after the call is placed, if an answering machine picks up, the system uses Hangup to terminate the call. If a live person picks up, an agent with a designated ACD Skill is requested.

Placecall

Supported Script Types

Properties

Branches

Tips & Tricks

Phone Script Example Using Placecall