<html><body><div style="color:#000; background-color:#fff; font-family:tahoma, new york, times, serif;font-size:10pt"><div><span>Hi Neal,</span></div><div><span></span> </div><div><span>Unfortunately, Unity is not in the environment and the customer is not interested in implementing it. </span></div><div><span></span> </div><div><span>Thank You</span></div><div><br></div> <div style="font-family: tahoma, new york, times, serif; font-size: 10pt;"> <div style="font-family: times new roman, new york, times, serif; font-size: 12pt;"> <div dir="ltr"> <div class="hr" style="margin: 5px 0px; padding: 0px; border: 1px solid rgb(204, 204, 204); height: 0px; line-height: 0; font-size: 0px;" contenteditable="false" readonly="true"></div> <font face="Arial" size="2"> <b><span style="font-weight: bold;">From:</span></b> "Haas, Neal" <nhaas@co.fresno.ca.us><br> <b><span style="font-weight: bold;">To:</span></b> Omar <otgmcse@yahoo.com>;
"cisco-voip@puck.nether.net" <cisco-voip@puck.nether.net> <br> <b><span style="font-weight: bold;">Sent:</span></b> Thursday, September 5, 2013 10:14 AM<br> <b><span style="font-weight: bold;">Subject:</span></b> RE: [cisco-voip] Using CVP and outbound dialer for voicemail<br> </font> </div> <div class="y_msg_container"><br><div id="yiv3661364467">
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<div class="yiv3661364467MsoNormal"><span style="color: rgb(31, 73, 125); font-size: 11pt;">Do you have Unity Conn and Exchange? I would send the voicemail to unity connection, then that voicemail box have it configured with exchange integration.</span></div>
<div class="yiv3661364467MsoNormal"><span style="color: rgb(31, 73, 125); font-size: 11pt;"> </span></div>
<div class="yiv3661364467MsoNormal"><span style="color: rgb(31, 73, 125); font-size: 11pt;">Then build the UCCE with email integration queue.</span></div>
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<div class="yiv3661364467MsoNormal"><span style="color: rgb(31, 73, 125); font-size: 11pt;">Neal Haas</span></div>
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<div class="yiv3661364467MsoNormal"><span style="color: rgb(31, 73, 125); font-size: 11pt;"> </span></div>
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<div class="yiv3661364467MsoNormal"><b><span style="font-size: 10pt;">From:</span></b><span style="font-size: 10pt;"> cisco-voip [mailto:cisco-voip-bounces@puck.nether.net]
<b>On Behalf Of </b>Omar<br>
<b>Sent:</b> Wednesday, September 04, 2013 11:17 PM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] Using CVP and outbound dialer for voicemail</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">I have an incredibly strange problem and I'm hoping someone on this mailing list can provide some insight. I'm new to IP telephony and
in the past three weeks, the two lead engineers for this project have resigned, so I'm last man standing per say. </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">The Business Requirement: </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">UCCE 9.1(3) with CVP 9.x environment and CUSP. Customer came from Aspect TDM (30 years) to Cisco VoIP, and obviously, some features that
Aspect has is not available with UCCE. They want the ability for callers to leave a voicemail if their call center is closed for whatever reason. What they want is that the caller leaves a voicemail, and as soon as an agent logs into their agent desktop,
they immediately get the voicemail. </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">The Setup:</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">Since Cisco does not provide this out-of-the-box, we did the following...</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> - Developed a CVP application within call studio. </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> - Created a VM skill group and skilled a few agents with this</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> - Created a script in ICM to send information to VXML and placed a translation route node for the 4 CVP servers</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> - Created two outbound SIP dialers - Dialer1 and Dialer2.</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">So basically, this is how it works. Caller dials TFN but the call center is closed, the ICM script triggers the CVP application to play
it's role. The caller is told that the call center is closed and can leave a voicemail. The caller leaves a voicemail, which is basically a recorder, and the voicemail is saved to a wav file onto the CVP server. We created a directory within inetpub/wwwroot/.../voicemail
that saves the wave file. The customer has four CVP servers, two on Side A and two on Side B, so the wav file gets saved to all four servers. The CVP application knows that the files (voicemails) are there and will, bare with me, dial out the PRI to the
PSTN and dial back in. When the call dials back in from the PSTN, it will send it to an agent that is logged in (not necessarily ready) to their agent desktop, which is in this cas, Cisco CTIOS. Once the agent hears the voicemail, a new row should be created
in the dialer table within the bA dialer database. </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">The port throttling for Dialer2 is 15 and Dialer1 is .5 - odd? </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">The Problem:</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">The agent is hearing the same exact voicemail (wav file) several times a day. The agent should only hear it once. I've ran queries against
the dialer database to find that CallStatusZone1 will enter a value of R or P (retry or pending) before finally adding a third or fourth row to enter the value of C (close). So we see a lot of retry/pendings and the calls seem to repeat until we get a close.
The call result codes are typically 10, but will see a 21 occasionally that correlate with the retry/pending entries. </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">What We've Done:</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">We opened up a TAC case and all they could really tell us is that we should enable Call Progress Analysis and change all the CPA parameters
to the lowest possible values and have "Transfer to IVR campaign" selected. This did not work as agents still hear the same message. </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">One thing I noticed is that in the SIP dialer doc from Cisco, it says that the registry key on the router, SkillGroupCallsInQTimerInterval,
should have a value of 2, by default it's 10. I'm not sure what changing it from 10 to 2 would do, but I'm willing to give it a shot. </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">So would anybody happen to know why these agents are hearing the same message over and over throughout the day?</span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;"> </span></div>
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<div class="yiv3661364467MsoNormal" style="background: white;"><span style="color: black; font-size: 10pt;">Thank You</span></div>
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