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<div>Hi Nick,</div>
<div><br>
</div>
<div>The agent predictive and progressive call flow with the SIP dialler is as follows (high level overview):</div>
<ol>
<li>Based on the settings (percentage allocation for outbound), the number of agents to be reserved is calculated</li><li>Those agents are put to reserved</li><li>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.</li><li>Once the remote party answers the call, the CPA kicks in and informs the UCCX about the status</li><li><b>Based on the result, the UCCX will decide to either end the call/transfer to IVR or transfer to the agent</b></li><li><b>The agent extension is sent through a REFER message to the voice gateway</b></li><li>The gateway now talks to the CUCM and completes the transfer</li></ol>
<div>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):</div>
<div><br>
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<div>
<div>1994198: Apr 24 21:49:13.533 PDT %MIVR-SS_OB-7-UNK:</div>
<div>SIP-9591583348 REFER sip:<a href="mailto:9591583348@10.106.109.80">9591583348@10.106.109.80</a>:5060 SIP/2.0</div>
<div>SIP-9591583348 Max-Forwards: 70</div>
<div>SIP-9591583348 To: <sip:<a href="mailto:9591583348@10.106.109.80">9591583348@10.106.109.80</a>>;tag=EAB330-42F</div>
<div>SIP-9591583348 From: <sip:<a href="mailto:1003@10.106.112.210">1003@10.106.112.210</a>>;tag=dseefe86c5</div>
<div>SIP-9591583348 Call-ID: <a href="mailto:139840133076042@10.106.112.210">139840133076042@10.106.112.210</a></div>
<div>SIP-9591583348 CSeq: 101 REFER</div>
<div>SIP-9591583348 Content-Length: 0</div>
<div>SIP-9591583348 Contact: <sip:<a href="mailto:1003@10.106.112.210">1003@10.106.112.210</a>:5065;transport=udp></div>
<div>SIP-9591583348 Referred-By: <sip:<a href="mailto:1003@10.106.112.210">1003@10.106.112.210</a>></div>
<div>SIP-9591583348 <b>Refer-To: <sip:<a href="mailto:1002@10.106.109.80">1002@10.106.109.80</a>></b></div>
<div>SIP-9591583348 Allow: INVITE, BYE, CANCEL, ACK, UPDATE, NOTIFY</div>
<div>SIP-9591583348 Cisco-Guid: 1920719893-2013118893-832035059-1159294846</div>
<div>SIP-9591583348 User-Agent: Cisco-UCCX/8.5</div>
<div><br>
</div>
<div> The call is now <b>directly transferred to the agent extension</b>. This is the reason why the wrap up timers don’t take effect because the call that the agent went to ‘Talking’ on is
<b>not via a CSQ</b>, but rather from a direct incoming call. But in a preview dialer, the agent is reserved using a
<b>fakeCallID </b>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. </div>
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<div><br>
</div>
<div>I hope that clarifies the issue. </div>
<div><br>
</div>
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<span style="font-weight:bold">From: </span>Nick Britt <<a href="mailto:nickolasjbritt@gmail.com">nickolasjbritt@gmail.com</a>><br>
<span style="font-weight:bold">Date: </span>Thursday, 22 October 2015 10:23 pm<br>
<span style="font-weight:bold">To: </span>"<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>" <<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>><br>
<span style="font-weight:bold">Subject: </span>[cisco-voip] Progressive Dialer Worktime/Wrap UP - Finesse/UCCx 10.6<br>
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<div>Hi There!<br>
<br>
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Our customer is using the outbound progressive CUBE dialer using Finesse as the front end and UCCX 10.6.
<br>
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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.<br>
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<div>Any ideas? I would expect this with predictive but not progressive. <br>
<br>
<div>-- <br>
<div class="gmail_signature">- Nick<br>
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