Dial-out analysis and logic of events
- Ilya Titaev
Processing dial-out within its [SubCallID]
This subsection specifies the order of event analysis, failure to follow which may lead to incorrect integration behavior.
CallerExtension - the number of the extension initiating the outgoing call (Formatted like: 453*111@PBXdomain, only the part before the @ is considered). Upon receiving a dial-out, a notification about the outgoing call should be immediately displayed to the user of this extension in the CRM, indicating the entity specified in CalledNumber. Further call logging in the CRM is done indicating the user corresponding to the extension from CallerExtension.
Upon receiving an answer event, we understand that the connection has been established (an additional notification may be passed to the CRM to display some extra information to the calling user (associated with CallerExtension)), and we await a hangup event with the same [SubCallID] to pass the details of this outgoing call into the CRM:
[Duration] - call duration
[RecID] - call recording ID
CalledDID - call source (the number called from outside, through which the call entered the PBX) - must be passed to the CRM if available
Simultaneously, a notification about the end of the dialogue with CalledNumber can be displayed to the CRM user (associated with CallerExtension).
A successful call has CallStatus=ANSWER. Unsuccessful calls include:
Status=CANCEL - canceled by the caller,
CallStatus=BUSY - the called number is busy. There may be other outcomes. Such calls should under no circumstances be logged as successful in the CRM.
Logic
If the CalledNumber of the dial-out event EQUALS an extension of this PBX, such calls are by default ignored (as local calls).
If the CalledNumber of the dial-out event is NOT equal to an extension of this PBX, then such calls are ALWAYS processed by the integration and logged in the CRM.
In summary:
All 100% of calls, for which an answer was received after the dial-out event and which are not local PBX calls, despite the presence of "[Bridged] => no" in the hangup from IVRs/Queues within the global [CallID], are entered into the CRM with registration by [SubCallID].