[cisco-voip] CCX 8.5 outbound IVR

[Ryan LaFountain (rlafount)]

Hi Erick, 

1. The campaign management APIs were introduced in 10.0 that allow for management of the dialing list through the REST configuration APIs (page 50 of https://developer.cisco.com/fileMedia/download/bf325c6f-a1a0-485d-88a1-10b612ff59e7) But, in 8.5, the upload is still manual. 

2. You can use the Get URL Document step in 8.5 but this has some limitations. In 10.0, we introduced a Make REST Call step (page 203 of http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/programming/guide/SeriesVol2.pdf). 

3. For Predictive and Progressive (as opposed to Preview) outbound dialer modes, you must use a gateway that speaks SIP on one side and a TDM technology on the other (like PRI). UCCX INVITEs the GW directly and the GW must have DSPs in it in order to run Call Progress Analysis (CPA) to determine if it is live voice or answering machine or SITT. Once the CPA result is passed back to UCCX, UCCX REFERs the call via the GW to CUCM and it looks like an inbound call through CUCM to UCCX from that point on (from a call processing perspective). The PRI doesn’t have to be dedicated, that is for you to decide based on call volume and dial peer configuration on the GW, but it cannot be MGCP controlled. 

HTH. 

Thank you, 

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Hours: M - F 9:00am - 5:00pm Eastern Time

On Jan 7, 2015, at 6:32 PM, Erick Wellnitz <ewellnitzvoip at gmail.com> wrote:

> Happy new year all.
> 
> I have a couple questions about CCX and outbound IVR.
> 
> First, is there a way to automate the upload of the csv file for the campaign or is it all manual?
> 
> Second, is there a way to pul data from a web service in a CCX script without using custom java?  or example, the dialer dials 555-1212 and we do a lookup, normally through a database dip, to gt the pertinent fields but instead of using the database dip, the client wants to use  a web service.
> 
> There has to be a SIP gateway out there somewhere with PSTN access.   This menas I have to get the client to give up one of their MGCP PRIs to make this work or can the GW be CUCM?  From reading the docs, it looks like it has to be a PSTN GW so that the outbound component can tell how the call is answered or if it was answered.  Is my thinking correct on this?
> 
> S
> 
> 
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