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Version: 2.12

VoiceCall Record

Caller Contact Info​

The Caller Contact Info field may contain the following values depending on the call scenario:

Call DirectionCall ScenarioFirst AgentNext Agent
InboundDuring customer callCustomer's phone numberN/A
InboundDuring consultationCustomer's phone numberCustomer's phone number
InboundDuring conferenceCustomer's phone numberCustomer's phone number
InboundAfter warm transferCustomer's phone numberCustomer's phone number
InboundAfter blind transferCustomer's phone numberCustomer's phone number
InboundAfter post-call-updateCustomer's phone numberCustomer's phone number
OutboundDuring customer callSalesforce user idN/A
OutboundDuring consultationSalesforce user idCustomer's phone number
OutboundDuring conferenceSalesforce user idCustomer's phone number
OutboundAfter warm transferSalesforce user idCustomer's phone number
OutboundAfter blind transferSalesforce user idCustomer's phone number
OutboundAfter post-call-updateOutdial ANICustomer's phone number
info

For outbound calls, the Caller Contact Info field will never contain the agent's extension for the first agent.
Reason: Webex uses the Outdial ANI as the ani value in the CTI data.

Call Status​

The Call Status field is updated according to this table:

Call StatusDescription
newThe VoiceCall Record is created.
in-progressThe agent accepted the call.
completedThe agent ended Wrap-Up.
info

If the agent receives RONA, the VoiceCall Record stays in status new.

Call Type​

The Call Type field can contain the following values:

Call TypeDescription
InboundThe agent received an inbound call.
OutboundThe agent created an outbound call.
TransferThe agent received either a consultation call, a transferred call or a conference call. In case of a warm transfer and conference call, the consultation Voice Call record is used for the warm transferred / consultation call as well. There is no additional record created.

Disconnect Reason​

Whenever Wrap-Up is ended, the Disconnect Reason field is updated with one of the values below:

Disconnect ReasonDescription
RONAThe agent didn't pick up the call and received a RONA.
TransferredThe agent transferred the call to another agent (blind transfer or warm transfer).
Agent LeftThe agent ended an outbound call before the customer accepted it.
Received Cisco reason, e.g. Agent Left or Customer LeftThe call was ended without transferring, either by the customer, the agent or the contact center.
Call EndedNone of the reasons listed above for ending the call apply.

Recipient Contact Info​

The Recipient Contact Info field may contain the following values depending on the call scenario:

Call DirectionCall ScenarioFirst AgentNext Agent
InboundDuring customer callFirst agent's extensionN/A
InboundDuring consultationFirst agent's extensionNext agent's extension
InboundDuring conferenceFirst agent's extensionNext agent's extension
InboundAfter warm transferFirst agent's extensionNext agent's extension
InboundAfter blind transferFirst agent's extensionNext agent's extension
InboundAfter post-call-updateFirst agent's extensionNext agent's extension
OutboundDuring customer callCustomer's phone numberN/A
OutboundDuring consultationCustomer's phone numberNext agent's extension
OutboundDuring conferenceCustomer's phone numberNext agent's extension
OutboundAfter warm transferCustomer's phone numberNext agent's extension
OutboundAfter blind transferCustomer's phone numberNext agent's extension
OutboundAfter post-call-updateCustomer's phone numberNext agent's extension
info

For WebRTC, the agent's extension is no actual phone number but a WebRTC Id which is used to establish the call connection in the browser.
Reason: WebRTC does not have a phone number to route calls to.