Outbound Predictive call

The following sequence diagram describes a typical outbound predictive call scenario. The scenario can be resumed in the following steps (step numbers are annotated in the diagram):

  1. ListManagement has a contact ready for execution; ListManagement requests ServerManager to create a session.
  2. ListManagement requests a make contact predictive to ServerManager.
  3. ServerManager processes the request and forwards it to CallControl.
  4. CallControl invites destination – INVITE sent to OneProxy.
  5. OneProxy applies outbound routing rules and forwards the INVITE to the appropriated media gateway.
  6. Destination accepts the call.
  7. CallControl sends a Call::PredictiveWaiting event to ServerManager.
  8. ServerManager sends an event to router signaling that the session is ready for distribution.
  9. Router searches for an appropriate available agent and requests a deliver to ServerManager.
  10. ServerManager reserves the agent and creates the agent session – events sent to OneAgent.
  11. Deliver request is sent to CallControl.
  12. CallControl invites OneAgentWeb, through OneSIPConnector and sends Call::Inviting event to ServerManager.
  13. ServerManager evolves the agent state to busy and the agent session state to connecting – events sent to OneAgent.
  14. OneAgent accepts call.
  15. CallControl re-invites the destination and connects it to OneAgentWeb, through OneSIPConnector; Call::Connected event is sent to ServerManager.
  16. ServerManager evolves the agent session state to Working.
  17. Deliver callback is sent to ServerManager and Router indicating that the operation was successful.

 

Outbound_Predictive_Call_Diagram.png