[cisco-voip] UCCX out bound dialing

Thu Nov 29 15:34:00 EST 2012

We have several large customers doing CPA with Outbound UCCE SIP to PRI, no CUBE as Matthew mentioned.

We did find a bug with CPA not working right (this was last fall) and Cisco spun a custom ios with the fix.  I don't have the bug id. The bug was around inband information about disconnected numbers not registering right in CPA.  Customer had a high re-dial rate of disconnected numbers was the symptoms and agents not talking as much as they were on the old platform.

I recall CallManager service parameter "SIP Rel1XX Enabled" needed to be enabled, as the inband info was sent via a 183 message.

I personally haven't done much with UCCX outbound.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Peter Slow
Sent: Thursday, November 29, 2012 1:13 PM
To: Matthew Saskin
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX out bound dialing

googled for "CPA cisco dialing" and found this, since i didnt know
wahat CPA was =P
http://www.cisco.com/en/US/tech/tk652/tk701/technologies_tech_note09186a0080b2ad01.shtml
"Call Progress Analysis (CPA) is the new DSP algorithm that analyzes
the TDM voice stream to look for SITs, fax/modem tones, human speech,
and answering machines. CPA also passes information to Cisco IOS(r).
There is a new SIP application type, x-cisco-cpa, for callers to
request a CPA operation and for the gateway to relay information to
the caller. CPA is supported only on the TDM gateway where one of the
call legs is terminated."

...The feature is implemented in DSPs (DSPWare) used for TDM
termination. (also it looks like it's supported using SIP now...)
the requirement is that you need to be doing the signaling from your
cisco whatever (presumably CUCM) directly to the terminating gateway.
no DSPs are used when you send a call through a CUBE. (and its
probably safe to say that forcing it to invoke a transcoder so that
there IS a DSP wont work)

hopefully that sheds some light on why they're trying to get you to
use PRIs, but even if you do it that way and can use the FEATURE you
are not going not get reliable results over VoIP. Unfortunately it
seems liek you need to change your provider or accept that this
functionality isnt goign to work properly (or at all)
even if you get CUCM/UCCE/UCCX to work by looping PRIs at your
gateway, modem and fax tones are likely not going to be transmitted
well enough over normal VoIP for this feature to work.

..you could spend hours making sure modem/fax pas-through works well,
but doign that for this purpose is dependant on your providers support
and seems silly.

-Peter

On Thu, Nov 29, 2012 at 11:43 AM, Matthew Saskin <msaskin at gmail.com<mailto:msaskin at gmail.com>> wrote:
> ...and I just read your subject fully. It's well documented for UCCE.
> Apparently less well documented for UCCX, but the same caveat would probably
> apply. The issue is that for SIP outbound, the CUBE is not currently
> capable of performing CPA. I don't know enough about the inner mechanisms
> of the UCCX outbound dialer to comment further - sorry.
>
> Matthew Saskin
> msaskin at gmail.com<mailto:msaskin at gmail.com>
> 203-253-9571
>
>
>
>
> On Thu, Nov 29, 2012 at 11:41 AM, Matthew Saskin <msaskin at gmail.com<mailto:msaskin at gmail.com>> wrote:
>>
>> It's a known caveat - SIP trunks via CUBE cannot be used for the UCCE
>> outbound dialer. This is documented in the SRND, compatibility matrix, and
>> outbound option config guide.
>>
>> Matthew Saskin
>> msaskin at gmail.com<mailto:msaskin at gmail.com>
>> 203-253-9571
>>
>>
>>
>> On Thu, Nov 29, 2012 at 10:54 AM, Haas, Neal <nhaas at co.fresno.ca.us<mailto:nhaas at co.fresno.ca.us>>
>> wrote:
>>>
>>> Is it true that CPA cannot use a SIP trunk for outbound dialing? TAC told
>>> us we needed to use a PRI for out bound campaigns.
>>>
>>>
>>>
>>> CPA only works it seems with PRI's using H323. (I guess)
>>>
>>> The TAC engineers over at cisco are looking into how we can make this
>>> work Using I think they are saying H323 sip dial peers to a PRI.
>>>
>>>
>>>
>>> NOT how we wanted this to work or were told for that matter. Seems like
>>> they (Cisco) are using old school technology to make this work.
>>>
>>>
>>>
>>> Does anyone use SIP for campaign dialing?
>>>
>>>
>>>
>>>
>>>
>>> Neal Haas
>>>
>>>
>>>
>>>
>>> _______________________________________________
>>> cisco-voip mailing list
>>> cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>
>
>
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