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

Thu Oct 22 22:58:23 EDT 2015

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<mailto: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<mailto:9591583348 at 10.106.109.80>>;tag=EAB330-42F
SIP-9591583348  From: <sip:1003 at 10.106.112.210<mailto:1003 at 10.106.112.210>>;tag=dseefe86c5
SIP-9591583348  Call-ID: 139840133076042 at 10.106.112.210<mailto: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<mailto:1003 at 10.106.112.210>:5065;transport=udp>
SIP-9591583348  Referred-By: <sip:1003 at 10.106.112.210<mailto:1003 at 10.106.112.210>>
SIP-9591583348  Refer-To: <sip:1002 at 10.106.109.80<mailto: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.

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Abhiram Kramadhati
Technical Solutions Manager, CCBU

akramadh at cisco.com<mailto:akramadh at cisco.com>
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From: Nick Britt <nickolasjbritt at gmail.com<mailto:nickolasjbritt at gmail.com>>
Date: Thursday, 22 October 2015 10:23 pm
To: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto: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
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