[cisco-voip] CCX 8.5 outbound IVR

[Erick Wellnitz]

Thanks Ryan!

Exactly the info I need to beat up sales/presales with.



On Wed, Jan 7, 2015 at 8:13 PM, Ryan LaFountain (rlafount) <
rlafount at cisco.com> wrote:

> 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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> > cisco-voip at puck.nether.net
> > https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
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