[cisco-voip] Using CVP and outbound dialer for voicemail

[Haas, Neal]

Do you have Unity Conn and Exchange? I would send the voicemail to unity connection, then that voicemail box have it configured with exchange integration.

Then build the UCCE with email integration queue.


Neal Haas

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Omar
Sent: Wednesday, September 04, 2013 11:17 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Using CVP and outbound dialer for voicemail

I have an incredibly strange problem and I'm hoping someone on this mailing list can provide some insight. I'm new to IP telephony and in the past three weeks, the two lead engineers for this project have resigned, so I'm last man standing per say.

The Business Requirement:
UCCE 9.1(3) with CVP 9.x environment and CUSP. Customer came from Aspect TDM (30 years) to Cisco VoIP, and obviously, some features that Aspect  has is not available with UCCE. They want the ability for callers to leave a voicemail if their call center is closed for whatever reason. What they want is that the caller leaves a voicemail, and as soon as an agent logs into their agent desktop, they immediately get the voicemail.

The Setup:
Since Cisco does not provide this out-of-the-box, we did the following...

 - Developed a CVP application within call studio.
 - Created a VM skill group and skilled a few agents with this
 - Created a script in ICM to send information to VXML and placed a translation route node for the 4 CVP servers
 - Created two outbound SIP dialers  - Dialer1 and Dialer2.

So basically, this is how it works. Caller dials TFN but the call center is closed, the ICM script triggers the CVP application to play it's  role. The caller is told that the call center is closed and can leave a voicemail. The caller leaves a voicemail, which is basically a recorder, and the voicemail is saved to a wav file onto the CVP server. We created a directory within inetpub/wwwroot/.../voicemail that saves the wave  file. The customer has four CVP servers, two on Side A and two on Side B, so the wav file gets saved to all four servers. The CVP application  knows that the files (voicemails) are there and will, bare with me, dial out the PRI to the PSTN and dial back in. When the call dials back in from the PSTN, it will send it to an agent that is logged in (not necessarily ready) to their agent desktop, which is in this cas, Cisco CTIOS.  Once the agent hears the voicemail, a new row should be created in the dialer table within the bA dialer database.

The port throttling for Dialer2 is 15 and Dialer1 is .5 - odd?

The Problem:
The agent is hearing the same exact voicemail (wav file) several times a day. The agent should only hear it once. I've ran queries against the dialer database to find that CallStatusZone1 will enter a value of R or P (retry or pending) before finally adding a third or fourth row to enter the value of C (close). So we see a lot of retry/pendings and the calls seem to repeat until we get a close. The call result codes are typically 10, but will see a 21 occasionally that correlate with the retry/pending entries.

What We've Done:
We opened up a TAC case and all they could really tell us is that we should enable Call Progress Analysis and change all the CPA parameters to the lowest possible values and have "Transfer to IVR campaign" selected. This did not work as agents still hear the same message.

One thing I noticed is that in the SIP dialer doc from Cisco, it says that the registry key on the router, SkillGroupCallsInQTimerInterval, should have a value of 2, by default it's 10. I'm not sure what changing it from 10 to 2 would do, but I'm willing to give it a shot.

So would anybody happen to know why these agents are hearing the same message over and over throughout the day?

Thank You
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