Outbound Call

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Overview

This event is triggered when an agent receives a Preview, Progressive, or Predictive outbound call.

Pre-requisite

The agent must be in the Ready State.

Sequence Diagram

Message Structure

Request Parameters	Value
No Request Parameter

Response Parameters	Value
channel	Webex cc
topic	Outbound
subtopic	OutboundCallStateChange
message	JSON Object. Refer Message Parameters.

Message Parameters

Parameter	Data Type	Description	Value
call	JSON Object	Current call object. Refer to the Call Parameters table.
source	string	Source of response	event

Call Parameters

Parameter	Data Type	Description	Value
Call Variables	JSON Object	Contains customer details associated with the call
Response Fields	JSON Object	Call information object within the response. Refer ResponseFields Parameters table.
id	string	A unique identifier is generated for each call in Webex CC.	013dce5c-a8aa-4590-bebe-fed6d419dcc4
event	string	The name of any event received from Webex CC.	eAgentOfferContact CustAnswered eCallRecordingStarted eAgentContactEnded acw DROPPED
callType	string	Type of the call received from Webex CC.	OUTBOUND, Regular_call

ResponseActual Parameters

Parameter	Data Type	Description	Value
fromaddress	string	Agent number of Webex CC.	1908603511
id	string	A unique identifier is generated for each agent in Webex CC.	05343097-ed2b-45b1-b090-b4cb66a4bf14
mediaType	string	To specify the nature and format of the content (voice) from Webex CC.	telephony
state	string	The name of any event received from Webex CC.	connected, consulting, consult, conference and wrapUp
toAddress	string	The contact number of an outbound call from Webex CC to a customer.	+918374491160
participants	JSON Object	Participants details received from Webex CC. Refer Participants Parameters table.
mediaProperties	JSON Object	Call information object received from Webex CC. Refer mediaproperties Parameters table.
LCMKey	string	A unique identifier used to reference a specific lifecycle management instance, enabling tracking and control of an interaction's lifecycle stages.	57\|3\|4\|0\|0\|44\|2
interactionId	string	A unique identifier assigned to each user interaction, used to track and manage individual interactions throughout their lifecycle.	f955e728-e9bd-494e-83a8-29a3049c97ec
trackingId	string	A unique identifier used to monitor and trace the progress and status of a specific process, transaction, or interaction across the system.	notifs_555cb37a-69e0-4f60-977b -172714496be6
Ep_id	string	A unique identifier for an external party or endpoint involved in an interaction, used to distinguish between different entities in the communication process.	729d9201-ae9b-46f7-8ee0-9abb260bf647
FlowTagid	string	A unique identifier used to label and track specific flows or processes within an interaction, enabling efficient categorization and management of workflows.	Latest
ronaTimeout	string	It specifies the maximum duration for handling a "ring no answer" scenario before taking predefined actions or transitioning to alternative processes.	18

Participants Parameters

Parameter	Data Type	Description	Value
mediatype	string	Type of media received from Webex CC	telephony
state	string	The name of any one of the events received from Webex CC.	connected, consulting, consult, conference and wrapUp

mediaproperties Parameters

Parameter	Data Type	Description	Value
DNIS	string	DNIS value for the call from Webex CC.	+918374491160
calltype	string	Type of call received from Webex CC.	OUTBOUND, Regular_call
dialednumber	string	This represents the number dialed by the system or agent from Webex CC to customer.	+918374491160
QueueId	string	A unique identifier assigned for handling outgoing calls.	a9247c33-42cb-45e0-b1ee-ac82bfdeb5bb
QMrgName/QueueMrgid/queuemrg	string	The name given to a queue of Webex CC.	aqm
sessionId	string	A unique identifier that tracks and maintains user interactions across multiple requests, enabling stateful communication during a session.	7ad90a98-e6a2-44ed-9e49-8c2cb61ed525
siteid	string	A unique identifier that represents a specific website or client instance, used to manage and route interactions to the correct web properties.	5729b45e-2913-4425-b5e2-0d730aa6db0a
MediaResourceid	string	A unique identifier for a specific media resource, such as audio or video files, used for handling media-related interactions.	f955e728-e9bd-494e-83a8-29a3049c97ec
teamName	string	A string identifier representing the name of a specific team or group, used for organizing and managing team-related resources and interactions	Acqueon_Site1_Team2
teamId	string	A unique identifier representing a specific team, used to manage team assignments, resources, and interactions within the system.	0e0cac49-3ba8-4a90-9a54-346145f50f5d
queuedTimestamp	string	The queuedTimestamp in WebXCC API records the exact time an interaction was placed in the queue, used for tracking wait times and managing interaction priorities	1718779908620

ResponseFields Parameters

Parameter	Data Type	Description	Value
fromaddress	string	Agent number of Webex CC.	1908603511
toaddress	string	Contact number of a customer.	+918374491160
CallState	string	The name of any of the event received from Webex CC.	connected, consulting, consult, conference and wrapUp
Type	string	Call Type received from Webex CC.	Outbound
CampaignId	string	A unique Webex CC Campaign ID from Webex CC core.	ADDLR_PreviewGroup
OutBoundType	string	Indicates the type of communication from Webex CC	Outbound

Sample Response

{
    "channel": "Webexcc",
    "topic": "outbound",
    "subtopic": "OutBoundCallStateChange",
    "message": {
        "source": "event",
        "call": {
            "id": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
            "ResponseActual": {
                "orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
                "trackingId": "notifs_d7a08953-b76d-4a4c-a479-086efcdeb644",
                "type": "RoutingMessage",
                "data": {
                    "agentId": "97f9e4c2-1b32-42a6-b6aa-13ba08fe4ae0",
                    "campaignReservationKey": null,
                    "eventTime": 1718965753439,
                    "eventType": "RoutingMessage",
                    "interactionId": "1191fe75-f6ab-413a-8275-2be7e7669a97",
                    "mediaResourceId": "1191fe75-f6ab-413a-8275-2be7e7669a97",
                    "orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
                    "queueMgr": "aqm",
                    "reservationInteractionId": null,
                    "trackingId": "bcad9a92-240a-4dc0-b11d-1d59f995860d",
                    "type": "AgentContactAssigned",
                    "interaction": {
                        "callFlowParams": {},
                        "callProcessingDetails": {
                            "Campaign Group": "ADDLR_PreviewGroup",
                            "EP_ID": "0c96e7f5-fad5-4766-bf55-43c0508d55c9",
                            "LCMKey": "57|3|4|0|0|44|2",
                            "SELF_SERVICE_TYPE": "VXML",
                            "agent_ani": "1908603511",
                            "ani": "1908603511",
                            "campaignId": "ADDLR_PreviewGroup",
                            "dnis": "+918374491160",
                            "fcDesktopView": "{\"pop-over\":[{\"name\":\"ani\",\"variableSeq\":\"0\"},{\"name\":\"dn\",\"variableSeq\":\"1\"},{\"name\":\"virtualTeamName\",\"variableSeq\":\"2\"}],\"interaction-panel\":[]}",
                            "fceRegisteredEvents": "",
                            "isParked": "false",
                            "isReconciledCAD": "true",
                            "mohFileName": "defaultmusic_on_hold.wav",
                            "outdialTransferToQueueEnabled": "false",
                            "participantInviteTimeout": "false",
                            "ronaTimeout": "18",
                            "taskToBeSelfServiced": "false",
                            "tenantId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
                            "virtualTeamName": "Outdial_Queue_Preview",
                            "vteamId": "0c96e7f5-fad5-4766-bf55-43c0508d55c9",
                            "workflowId": "662a86fb0bfd16265a6fb955",
                            "workflowName": "Outdial_Flow2"
                        },
                        "contactDirection": {
                            "type": "OUTBOUND"
                        },
                        "createdTimestamp": 1718965728859,
                        "currentVTeam": "98b8bda8-67c3-4c1b-ae6c-2c61d498266e",
                        "interactionId": "1191fe75-f6ab-413a-8275-2be7e7669a97",
                        "isFcManaged": true,
                        "isTerminated": false,
                        "mainInteractionId": "1191fe75-f6ab-413a-8275-2be7e7669a97",
                        "media": {
                            "1191fe75-f6ab-413a-8275-2be7e7669a97": {
                                "holdTimestamp": null,
                                "isHold": false,
                                "mType": "mainCall",
                                "mediaMgr": "callmm",
                                "mediaResourceId": "1191fe75-f6ab-413a-8275-2be7e7669a97",
                                "mediaType": "telephony",
                                "participants": [
                                    "97f9e4c2-1b32-42a6-b6aa-13ba08fe4ae0",
                                    "+918374491160"
                                ]
                            }
                        },
                        "mediaChannel": "telnyx",
                        "mediaProperties": null,
                        "mediaType": "telephony",
                        "orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
                        "outboundType": "CAMPAIGN",
                        "owner": "97f9e4c2-1b32-42a6-b6aa-13ba08fe4ae0",
                        "parentInteractionId": "1191fe75-f6ab-413a-8275-2be7e7669a97",
                        "participants": {
                            "+918374491160": {
                                "callerId": null,
                                "hasJoined": true,
                                "hasLeft": false,
                                "id": "+918374491160",
                                "isInPredial": false,
                                "pType": "Customer",
                                "type": "Customer"
                            },
                            "97f9e4c2-1b32-42a6-b6aa-13ba08fe4ae0": {
                                "autoAnswerEnabled": true,
                                "bnrDetails": null,
                                "callerId": null,
                                "channelId": "7a8e51c5-f05b-490e-b05b-e3eedaa0c536",
                                "consultState": null,
                                "consultTimestamp": null,
                                "dn": "webrtc-97f9e4c2-1b32-42a6-b6aa-13ba08fe4ae0",
                                "hasJoined": true,
                                "hasLeft": false,
                                "id": "97f9e4c2-1b32-42a6-b6aa-13ba08fe4ae0",
                                "isConsulted": false,
                                "isInPredial": false,
                                "isOffered": true,
                                "isWrapUp": false,
                                "isWrappedUp": false,
                                "name": "wxcc-test-qa-acqueon_org agent1",
                                "pType": "Agent",
                                "queueId": "98b8bda8-67c3-4c1b-ae6c-2c61d498266e",
                                "queueMgrId": "aqm",
                                "sessionId": "e2d38719-7dda-4fad-b020-a5401dba6b38",
                                "siteId": "5729b45e-2913-4425-b5e2-0d730aa6db0a",
                                "skillId": null,
                                "skillName": null,
                                "skills": [],
                                "teamId": "56cf5b28-56b0-4905-9d49-6893257100b1",
                                "teamName": "Acqueon_Site1_Team1",
                                "type": "Agent",
                                "wrapUpTimestamp": null
                            }
                        },
                        "previousVTeams": [],
                        "queuedTimestamp": null,
                        "state": "connected",
                        "workflowManager": null
                    }
                }
            },
            "ResponseFields": {
                "fromAddress": "1908603511",
                "toAddress": "+918374491160",
                "CallState": "connected",
                "Type": "OUTBOUND",
                "Campaign": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
                "OutBoundType": "outbound"
            },
            "CallType": "Regular-Call",
            "event": "CustAnswered",
            "CallVariables": {
                "Campaign Group": "ADDLR_PreviewGroup",
                "LCMKey": "57|3|4|0|0|44|2",
                "ani": "1908603511",
                "campaignId": "ADDLR_PreviewGroup",
                "dn": "+918374491160",
                "ronaTimeout": "18",
                "virtualTeamName": "Outdial_Queue_Preview"
            }
        }
    }
}

Compatible Workspace Version

3.21.2410 onwards

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What's Next

Manual Outbound APIs

Table of contents

Overview
Pre-requisite
Sequence Diagram
Message Structure