[cisco-voip] Progressive Dialer Worktime/Wrap UP - Finesse/UCCx 10.6

Tue Nov 3 00:05:12 EST 2015

All,

This issue has now been resolved but removing voice translation rules from
the CUBE. In particular the called number towards the SIP provider.

*Preview  Reservation Timeout in UCCX *is found under RMCM  > Outbound >
General > Outbound Call timeout

Thanks again for your assistance Abhiram!

On Fri, Oct 23, 2015 at 5:47 PM, Nick Britt <nickolasjbritt at gmail.com>
wrote:

> Thanks for the explanation Abhiram very well detailed. I havent had much
> experience with progressive diallers the client maintains the position that
> this is possible with other vendors progressive diallers but I cannot see
> how if they use the same logic.
>
> I tried changing the number of lines assigned to an agent to 1 but the
> result was the same.
>
> Could this be achieved using a workflow ?
>
> Also does anyone know when we could expect
> skip/skip-next/skip-close/reject/cancel reservation.
>
> Will be available in finesse for direct preview queues?
>
> On Fri, Oct 23, 2015 at 1:58 PM, Abhiram Kramadhati (akramadh) <
> akramadh at cisco.com> wrote:
>
>> Hi Nick,
>>
>> The agent predictive and progressive call flow with the SIP dialler is as
>> follows (high level overview):
>>
>>    1. Based on the settings (percentage allocation for outbound), the
>>    number of agents to be reserved is calculated
>>    2. Those agents are put to reserved
>>    3. The UCCX will now send a SIP INVITE with the called number as
>>    'customer phone number' from the imported contacts and the calling number
>>    is the number which has been configured on the campaign.
>>    4. Once the remote party answers the call, the CPA kicks in and
>>    informs the UCCX about the status
>>    5. *Based on the result, the UCCX will decide to either end the
>>    call/transfer to IVR or transfer to the agent*
>>    6. *The agent extension is sent through a REFER message to the voice
>>    gateway*
>>    7. The gateway now talks to the CUCM and completes the transfer
>>
>> Steps 5 and 6 are important for our discussion here. Once the agent is
>> put on reserved and the CPA decides the remote party is human voice, the
>> UCCX sends a SIP REFER to the SIP Dialer with the agent extension (1002 in
>> this example):
>>
>> 1994198: Apr 24 21:49:13.533 PDT %MIVR-SS_OB-7-UNK:
>> SIP-9591583348  REFER sip:9591583348 at 10.106.109.80:5060 SIP/2.0
>> SIP-9591583348  Max-Forwards: 70
>> SIP-9591583348  To: <sip:9591583348 at 10.106.109.80>;tag=EAB330-42F
>> SIP-9591583348  From: <sip:1003 at 10.106.112.210>;tag=dseefe86c5
>> SIP-9591583348  Call-ID: 139840133076042 at 10.106.112.210
>> SIP-9591583348  CSeq: 101 REFER
>> SIP-9591583348  Content-Length: 0
>> SIP-9591583348  Contact: <sip:1003 at 10.106.112.210:5065;transport=udp>
>> SIP-9591583348  Referred-By: <sip:1003 at 10.106.112.210>
>> SIP-9591583348  *Refer-To: <sip:1002 at 10.106.109.80>*
>> SIP-9591583348  Allow: INVITE, BYE, CANCEL, ACK, UPDATE, NOTIFY
>> SIP-9591583348  Cisco-Guid: 1920719893-2013118893-832035059-1159294846
>> SIP-9591583348  User-Agent: Cisco-UCCX/8.5
>>
>>  The call is now *directly transferred to the agent extension*. This is
>> the reason why the wrap up timers don’t take effect because the call that
>> the agent went to ‘Talking’ on is *not via a CSQ*, but rather from a
>> direct incoming call. But in a preview dialer, the agent is reserved using
>> a *fakeCallID *which is queued in the CSQ and then offered to the agent.
>> So in essence, the WrapUp timer is associated to the CSQ and in
>> Agent-Progressive dialer there is no CSQ involved when the call is offered.
>>
>> I hope that clarifies the issue.
>>
>> <http://www.ciscolive.com.au>
>>
>> *Abhiram Kramadhati*
>> Technical Solutions Manager, CCBU
>>
>> akramadh at cisco.com
>> Phone: *+61 2 8446 6257 <%2B61%202%208446%206257>*
>>
>> CCIE Collaboration - 40065
>>
>> *Cisco Systems Australia Pty Limited*
>> The Forum
>> 201 Pacific Highway
>> 2065
>> St Leonards
>> Australia
>> Cisco.com <http://www.cisco.com/web/AU/>
>>
>> Think before you print.
>>
>> This email may contain confidential and privileged material for the sole
>> use of the intended recipient. Any review, use, distribution or disclosure
>> by others is strictly prohibited. If you are not the intended recipient (or
>> authorized to receive for the recipient), please contact the sender by
>> reply email and delete all copies of this message.
>>
>> Please click here
>> <http://www.cisco.com/web/about/doing_business/legal/cri/index.html> for
>> Company Registration Information.
>>
>>
>> From: Nick Britt <nickolasjbritt at gmail.com>
>> Date: Thursday, 22 October 2015 10:23 pm
>> To: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>
>> Subject: [cisco-voip] Progressive Dialer Worktime/Wrap UP - Finesse/UCCx
>> 10.6
>>
>> Hi There!
>>
>> Our customer is using the outbound progressive CUBE dialer using Finesse
>> as the front end and UCCX 10.6.
>>
>> When using the Preview dialer the wrap-uptimers seem to take affect but
>> when using the progressive dialer no wrap-up times are received the next
>> call the agent goes straight to "not ready" ignoring the wrap-up timer.
>>
>> Any ideas? I would expect this with predictive but not progressive.
>>
>> --
>> - Nick
>>
>
>
>
> --
> - Nick
>
>
> --
> - Nick
>
>

-- 
- Nick
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20151103/1a74cefb/attachment.html>