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

Fri Oct 23 02:47:47 EDT 2015

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 <javascript:_e(%7B%7D,'cvml','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
> <javascript:_e(%7B%7D,'cvml','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
> <javascript:_e(%7B%7D,'cvml','9591583348 at 10.106.109.80');>>;tag=EAB330-42F
> SIP-9591583348  From: <sip:1003 at 10.106.112.210
> <javascript:_e(%7B%7D,'cvml','1003 at 10.106.112.210');>>;tag=dseefe86c5
> SIP-9591583348  Call-ID: 139840133076042 at 10.106.112.210
> <javascript:_e(%7B%7D,'cvml','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
> <javascript:_e(%7B%7D,'cvml','1003 at 10.106.112.210');>:5065;transport=udp>
> SIP-9591583348  Referred-By: <sip:1003 at 10.106.112.210
> <javascript:_e(%7B%7D,'cvml','1003 at 10.106.112.210');>>
> SIP-9591583348  *Refer-To: <sip:1002 at 10.106.109.80
> <javascript:_e(%7B%7D,'cvml','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 <javascript:_e(%7B%7D,'cvml','akramadh at cisco.com');>
> Phone: *+61 2 8446 6257 <%2B61%202%208446%206257>*
>
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> From: Nick Britt <nickolasjbritt at gmail.com
> <javascript:_e(%7B%7D,'cvml','nickolasjbritt at gmail.com');>>
> Date: Thursday, 22 October 2015 10:23 pm
> To: "cisco-voip at puck.nether.net
> <javascript:_e(%7B%7D,'cvml','cisco-voip at puck.nether.net');>" <
> cisco-voip at puck.nether.net
> <javascript:_e(%7B%7D,'cvml','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
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