Outbound Call Event Parameters

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Overview

This contains the response message for all the call requests.

Message Structure

Parameter	Mandatory	Data Type	Description
channel	Yes	String	Name of the channel.
topic	Yes	String	Name of the topic.
subtopic	Yes	String	Name of the subtopic.
message	Yes	JSON Object	The call event message.

Message Parameters

Parameter	Mandatory	Data Type	Description
call	Yes	JSON Object	The current call object. Refer Call Parameters.
source	Yes	String	Source of response.

Call Parameters

Parameter	Mandatory	Data Type	Description
ActionsAllowed	No		NA
ButtonStates	Yes	JSON Object	The call button state. Refer Button States Parameters.
CallType	Yes	Yes	The call type. Possible values: Regular-Call, Consult.
CallVariables	Yes	JSON Object	The business field list. Refer Call Variables Parameters.
event	Yes	String	The call connection event. Possible values: CustAnswered, Hold, Preview, Initiate, Started, Ringing, Answered, Machine, Human, Conference, ACW, DROPPED, Consult, Swapped.
ExtendedCallVariable	No	NA	NA
id	Yes	String	The connection ID.
ResponseActual	Yes	JSON Object	Refer Response Actual Parameters.
ResponseFields	Yes	JSON Object	Call information object.
ResponseText	No	String	NA
ResponseType	No	String	NA
User	Yes	JSON Object	Agent information object.

Button States Parameters

Parameter	Mandatory	Data Type	Description
items	Yes	JSON Object	Call Button items with their states. Refer Button States Items Parameters.
count	Yes	Number	The number of buttons.

Button States Items Parameters

Parameter	Mandatory	Data Type	Description
Accept	No	String	The state of the Accept button.
answer	No	String	The state of the Answer button.
clearContact	No	String	The state of the Clear Contact button.
close	No	String	The state of the Close button.
conference	No	String	The state of the Conference button.
consult	No	String	The state of the Consult button.
consultDrop	No	String	The state of the Consult Drop button.
DTMF	No	String	The state of the DTMF button.
hold	No	String	The state of the Hold button.
leaveConference	No	String	The state of the Leave Conference button.
makeCall	No	String	The state of the Make Call button.
numberpad	No	String	The state of the Number Pad.
reject	No	String	The state of the Reject button.
resume	No	String	The state of the Resume button.
skip	No	String	The state of the Skip button.
swap	No	String	The state of the Swap button.
transfer	No	String	The state of the Transfer button.

Call Variables Parameters

Parameter	Mandatory	Data Type	Description
ABDTreatment	No	String	The Abandoned Call treatment.
ABDWaitTime	No	String	The wait time beyond which a call is treated as abandoned.
AgentName	No	String	The name of the agent.
AgentRoutableState	No	String	The routable state in which the agent is.
CallbackURL	No	String	The callback URL for the call.
CallType	No	String	The call type. Possible values: Regular-Call, Consult.
Campaign ID	No	String	The campaign ID.
ContactNature	No	String	The nature of the contact.
FName	No	String	The first name of the contact.
IsCallAnswered	No	String	NA
IsCPA	No	String	NA
IsRequiredDisposition	No	String	NA
IsWhisper	No	String	NA
LCMKey	No	String	This is a unique identification created during the call attempt/delivery to the Acqueon Dialer.
LName	No	String	The last name.
PacingMode	No	String	The Pacing Mode for the call - Predictive, Preview, or Progressive.
QueueARN	No	String	The ARN for the Queue.
QueueName	No	String	The queue name.

Response Actual Parameters

Parameter	Data Type	Description
actions	JSON Object	NA
buttonStates	JSON Object	NA
connectionId	String	The connection ID of the current call.
contactId	String	The contact ID of the current call.
data	JSON Object	NA
isDropped	Boolean	NA
isInitialConnection	Boolean	Indicates if it is an initial connection status.
status	String	The current connection status.
statusTimestamp	String	The time of the current connection status.
startTimestame	String	The connection start time.
phoneNumber	String	The contact phone number.
type	String	The type of connection.
previousStatus	String	The previous status of the connection.

Response Fields Parameters

Parameter	Mandatory	Data Type	Description
Participants	No	String	NA
MediaProperties	Yes	JSON Object	The properties of the call.
fromAddress	No	String	The tethered phone number.
toAddress	No	String	The customer phone number.
CallStartTime	Yes	String	The call start time in UTC format.
CurrentStateTime	Yes	String	The time when the current state commenced, in UTC format.
CallDurationInSec	Yes	String	The duration of the call, in seconds.
StateDuration	Yes	String	The total duration in the state, in HH:mm format.
CurrentStateDuration	Yes	String	The duration in the current state, in HH:mm format.
LocaleStartTime	Yes	String	The call start time in locale format.

Sample Request

No sample request.

Sample Response - Regular Call

{
    "channel": "Amazon",
    "topic": "OutboundCall",
    "subtopic": "OutBoundCallStateChange",
    "message": {
        "call": {
            "ButtonStates": {
                "items": {
                    "makeCall": "Hide",
                    "skip": "Hide",
                    "close": "Hide",
                    "disconnect": "Hide",
                    "hold": "Hide",
                    "resume": "Hide",
                    "consult": "Hide",
                    "consultDrop": "Hide",
                    "transfer": "Hide",
                    "conference": "Hide",
                    "clearContact": "Hide"
                },
                "count": 11
            },
            "ActionsAllowed": null,
            "ResponseType": 0,
            "ResponseText": "Success",
            "ResponseActual": {
                "data": {
                    "ContactNumber": "914461084454",
                    "LCMKey": "5|3|1|0|0|44|1",
                    "Agent": "AECAgent",
                    "ConsultAgent": "",
                    "CallStatus": "completed",
                    "ContactNature": "Re-Scheduled",
                    "ContactType": "TRANSFER",
                    "TimedPreview": 0,
                    "CustUUID": "881307f2-af5a-4772-a936-4b3e838bdced",
                    "CustCallQueue": "Queue1",
                    "CPA_Detection": true,
                    "AMDTreatment": "Transfer to Agent",
                    "DataCenterAPIURL": "https://api-us-1.nexmo.com",
                    "machineDetectionTimeout": 2000,
                    "FromNumber": "12012548348",
                    "isCallDropped": false,
                    "Campaignid": "SamplePredictiveCampaign",
                    "CampaignGroup": "Queue1",
                    "PacingMode": "PREDICTIVE",
                    "AgentUUID": "370d958b-a566-4cab-96b2-e3855aa93003",
                    "ConsultAgentUUID": "",
                    "CallAgent": "AECAgent",
                    "AgentDataCenter": "https://api-us-1.nexmo.com",
                    "ConsultAgentDataCenter": "",
                    "StartTime": "2020-06-18T13:03:43.5593415+00:00",
                    "StateChangedTime": "2020-06-18T13:05:19.1682325+00:00",
                    "AgentConfID": "AECAgent",
                    "ConsultConfID": "",
                    "ContactID": 5,
                    "BusinessFields": [
                        {
                            "FieldName": "FName",
                            "FieldID": "1",
                            "Value": "David1"
                        },
                        {
                            "FieldName": "LName",
                            "FieldID": "2",
                            "Value": "Berry"
                        },
                        {
                            "FieldName": "Country",
                            "FieldID": "3",
                            "Value": "USA"
                        }
                    ],
                    "CallType": "Regular-Call"
                },
                "actions": {
                    "Buttons": [],
                    "AgentState": "Enable",
                    "Timer": {
                        "HideStateChangeTimer": true,
                        "StateChangeTimer": true
                    },
                    "Refresh": 0
                }
            },
            "CallVariables": {
                "FName": "David1",
                "LName": "Berry",
                "Country": "USA"
            },
            "ExtendedCallVariables": null,
            "ResponseFields": {
                "Participants": [],
                "MediaProperties": {
                    "callType": "Regular-Call",
                    "queueName": "Queue1",
                    "queueTimestamp": ""
                },
                "fromAddress": "12012548348",
                "toAddress": "914461084454",
                "CallState": "DROPPED",
                "Type": "outbound",
                "CallStartTime": "2020-06-18T13:03:43.5593415+00:00",
                "CurrentStateTime": "2020-06-18T13:05:19.1682325+00:00",
                "CallDurationInSec": 100,
                "StateDuration": "01:40",
                "CurrentStateDuration": "00:05",
                "LocaleStartTime": "6/18/2020 6:33:43 PM",
                "LocaleLastStateTime": "6/18/2020 6:35:19 PM",
                "DN": "",
                "Campaign": "SamplePredictiveCampaign",
                "OutBoundType": "PREDICTIVE",
                "CampaignGroup": "Queue1",
                "LCMKey": "5|3|1|0|0|44|1",
                "CallAgent": "AECAgent",
                "ConsultAgent": "",
                "ContactNature": "Re-Scheduled",
                "CustUUID": "881307f2-af5a-4772-a936-4b3e838bdced",
                "AgentUUID": "370d958b-a566-4cab-96b2-e3855aa93003"
            },
            "User": {
                "UserId": "AECAgent"
            },
            "id": "5|3|1|0|0|44|1",
            "event": "DROPPED",
            "CallType": "Regular-Call"
        },
        "source": "event"
    }
}

Sample Response - Consult Call

{
    "channel": "Amazon",
    "topic": "OutboundCall",
    "subtopic": "OutBoundCallStateChange",
    "message": {
        "call": {
            "ButtonStates": {
                "items": {
                    "makeCall": "Hide",
                    "skip": "Hide",
                    "close": "Hide",
                    "disconnect": "Hide",
                    "hold": "Hide",
                    "resume": "Hide",
                    "consult": "Hide",
                    "consultDrop": "Hide",
                    "transfer": "Hide",
                    "conference": "Hide",
                    "clearContact": "Hide"
                },
                "count": 11
            },
            "ActionsAllowed": null,
            "ResponseType": 0,
            "ResponseText": "Success",
            "ResponseActual": {
                "data": {
                    "AgentName": "AECAgent",
                    "UUID": "370d958b-a566-4cab-96b2-e3855aa93003",
                    "CallStatus": "completed",
                    "CallType": "Consult",
                    "StartTime": "2020-06-18T13:05:19.1282467+00:00",
                    "StateChangedTime": "2020-06-18T13:05:19.1282467+00:00",
                    "DataCenterURL": "https://api-us-1.nexmo.com",
                    "ConfID": "AECAgent"
                },
                "actions": {
                    "Buttons": [],
                    "AgentState": "Enable"
                }
            },
            "CallVariables": {},
            "ExtendedCallVariables": null,
            "ResponseFields": {
                "Participants": [],
                "MediaProperties": {
                    "callType": "Consult",
                    "queueTimestamp": ""
                },
                "CallState": "DROPPED",
                "Type": "outbound",
                "CallStartTime": "2020-06-18T13:05:19.1282467+00:00",
                "CurrentStateTime": "2020-06-18T13:05:19.1282467+00:00",
                "CallDurationInSec": 5,
                "StateDuration": "00:05",
                "CurrentStateDuration": "00:05",
                "LocaleStartTime": "6/18/2020 6:35:19 PM",
                "LocaleLastStateTime": "6/18/2020 6:35:19 PM",
                "DN": "",
                "LCMKey": "CONSULT",
                "ConsultAgent": "AECAgent"
            },
            "User": {},
            "id": "370d958b-a566-4cab-96b2-e3855aa93003",
            "event": "DROPPED",
            "CallType": "Consult"
        },
        "source": "event"
    }
}

Sample Response - Preview Call

Preview Duration:

0 - Indefinite preview
>0 - Timed preview

{
    "channel": "Amazon",
    "topic": "OutboundCall",
    "subtopic": "OutBoundCallStateChange",
    "message": {
        "call": {
            "ButtonStates": {
                "items": {
                    "makeCall": "Enable",
                    "skip": "Enable",
                    "close": "Enable",
                    "disconnect": "Hide",
                    "hold": "Hide",
                    "resume": "Hide",
                    "consult": "Hide",
                    "consultDrop": "Hide",
                    "transfer": "Hide",
                    "conference": "Hide",
                    "clearContact": "Hide"
                },
                "count": 11
            },
            "ActionsAllowed": null,
            "ResponseType": 0,
            "ResponseText": "Success",
            "ResponseActual": {
                "data": {
                    "Queue": "Queue1",
                    "isCPAEnabled": true,
                    "CustomerNumber": "914461084454",
                    "From": "12012548348",
                    "MachineDetectionTimeout": 2000,
                    "uuid": null,
                    "LCMKey": "2|3|3|0|0|44|1",
                    "RP": "AECRoutingProfile",
                    "AgentName": "prakashr",
                    "ContactType": "Regular-Call",
                    "NexmoAPIURL": "https://api-us-1.nexmo.com",
                    "CampaignID": "SamplePreviewCampaign-ACQ",
                    "ContactID": 2,
                    "TimedPreview": 20,
                    "AMDTreatment": "Transfer to Agent",
                    "ABDTreatment": "Disconnect",
                    "ContactNature": "Re-Scheduled",
                    "StartTime": "2020-06-25T09:40:53.0136466+00:00",
                    "StateChangedTime": "2020-06-25T09:40:53.0136466+00:00",
                    "CallStatus": "Preview",
                    "CallType": "Regular-Call",
                    "BusinessFields": [
                        {
                            "FieldName": "FName",
                            "FieldID": "1",
                            "Value": "David1"
                        },
                        {
                            "FieldName": "LName",
                            "FieldID": "2",
                            "Value": "Berry"
                        },
                        {
                            "FieldName": "Country",
                            "FieldID": "3",
                            "Value": "USA"
                        }
                    ]
                },
                "actions": {
                    "Buttons": [
                        "MakeCall",
                        "Skip",
                        "Close"
                    ],
                    "AgentState": "Enable",
                    "Timer": {
                        "PreviewTimer": true
                    },
                    "Refresh": 1
                }
            },
            "CallVariables": {
                "FName": "David1",
                "LName": "Berry",
                "Country": "USA"
            },
            "ExtendedCallVariables": null,
            "ResponseFields": {
                "Participants": [],
                "MediaProperties": {
                    "callType": "Regular-Call",
                    "queueName": "Queue1",
                    "queueTimestamp": ""
                },
                "fromAddress": "12012548348",
                "toAddress": "914461084454",
                "CallState": "Preview",
                "Type": "outbound",
                "CallStartTime": "2020-06-25T09:40:53.0136466+00:00",
                "CurrentStateTime": "2020-06-25T09:40:53.0136466+00:00",
                "CallDurationInSec": 4,
                "StateDuration": "00:04",
                "CurrentStateDuration": "00:04",
                "LocaleStartTime": "6/25/2020 3:10:53 PM",
                "LocaleLastStateTime": "6/25/2020 3:10:53 PM",
                "DN": "",
                "Campaign": "SamplePreviewCampaign-ACQ",
                "LCMKey": "2|3|3|0|0|44|1",
                "CallAgent": "prakashr",
                "ContactNature": "Re-Scheduled",
                "PreviewDuration": 20
            },
            "User": {
                "UserId": "prakashr"
            },
            "id": "2|3|3|0|0|44|1",
            "event": "Preview",
            "CallType": "Regular-Call"
        },
        "source": "event"
    }
}

Sample Response - ACW Call

ACW Duration:

0 - No ACW; immediate drop
>0 - Timed ACW

{
    "channel": "Amazon",
    "topic": "OutboundCall",
    "subtopic": "OutBoundCallStateChange",
    "message": {
        "call": {
            "ButtonStates": {
                "items": {
                    "makeCall": "Hide",
                    "skip": "Hide",
                    "close": "Hide",
                    "disconnect": "Hide",
                    "hold": "Hide",
                    "resume": "Hide",
                    "consult": "Hide",
                    "consultDrop": "Hide",
                    "transfer": "Hide",
                    "conference": "Hide",
                    "clearContact": "Enable"
                },
                "count": 11
            },
            "ActionsAllowed": null,
            "ResponseType": 0,
            "ResponseText": "Success",
            "ResponseActual": {
                "data": {
                    "ContactNumber": "914461084454",
                    "LCMKey": "2|3|3|0|0|44|1",
                    "Agent": "prakashr",
                    "ConsultAgent": "",
                    "CallStatus": "completed",
                    "ContactNature": "Re-Scheduled",
                    "ContactType": "PREVIEW",
                    "TimedPreview": 20,
                    "CustUUID": "aaa0b2d6-05eb-4192-b3d7-c8a32c16a0c0",
                    "CustCallQueue": "Queue1",
                    "CPA_Detection": true,
                    "AMDTreatment": "Transfer to Agent",
                    "DataCenterAPIURL": "https://api-us-1.nexmo.com",
                    "machineDetectionTimeout": 2000,
                    "FromNumber": "12012548348",
                    "isCallDropped": true,
                    "Campaignid": "SamplePreviewCampaign-ACQ",
                    "CampaignGroup": "Queue1",
                    "PacingMode": "PREVIEW",
                    "AMD": null,
                    "AgentUUID": "",
                    "ConsultAgentUUID": "",
                    "CallAgent": "prakashr",
                    "AgentDataCenter": "https://api-us-1.nexmo.com",
                    "ConsultAgentDataCenter": "",
                    "StartTime": "2020-06-25T09:41:11.223028+00:00",
                    "StateChangedTime": "2020-06-25T09:41:22.2796666+00:00",
                    "ContactID": 2,
                    "AgentConfID": "prakashr",
                    "ConsultConfID": "",
                    "CallType": "Regular-Call",
                    "BusinessFields": [
                        {
                            "FieldName": "FName",
                            "FieldID": "1",
                            "Value": "David1"
                        },
                        {
                            "FieldName": "LName",
                            "FieldID": "2",
                            "Value": "Berry"
                        },
                        {
                            "FieldName": "Country",
                            "FieldID": "3",
                            "Value": "USA"
                        }
                    ]
                },
                "actions": {
                    "Buttons": [
                        "ClearContact"
                    ],
                    "Timer": {},
                    "AgentState": "Disable"
                }
            },
            "CallVariables": {
                "FName": "David1",
                "LName": "Berry",
                "Country": "USA"
            },
            "ExtendedCallVariables": null,
            "ResponseFields": {
                "Participants": [],
                "MediaProperties": {
                    "callType": "Regular-Call",
                    "queueName": "Queue1",
                    "queueTimestamp": ""
                },
                "fromAddress": "12012548348",
                "toAddress": "914461084454",
                "CallState": "ACW",
                "Type": "outbound",
                "CallStartTime": "2020-06-25T09:41:11.223028+00:00",
                "CurrentStateTime": "2020-06-25T09:41:22.2796666+00:00",
                "CallDurationInSec": 16,
                "StateDuration": "00:16",
                "CurrentStateDuration": "00:05",
                "LocaleStartTime": "6/25/2020 3:11:11 PM",
                "LocaleLastStateTime": "6/25/2020 3:11:22 PM",
                "DN": "",
                "Campaign": "SamplePreviewCampaign-ACQ",
                "OutBoundType": "PREVIEW",
                "CampaignGroup": "Queue1",
                "LCMKey": "2|3|3|0|0|44|1",
                "CallAgent": "prakashr",
                "ConsultAgent": "",
                "ContactNature": "Re-Scheduled",
                "CustUUID": "aaa0b2d6-05eb-4192-b3d7-c8a32c16a0c0",
                "AgentUUID": "",
                "previewDuration": 0,
                "ACWDuration": 20
            },
            "User": {
                "UserId": "prakashr"
            },
            "id": "2|3|3|0|0|44|1",
            "event": "ACW",
            "CallType": "Regular-Call"
        },
        "source": "event"
    }
}

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