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<div>Hi Nick,</div>
<div><br>
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<div>Progressive and predictive are just two different algorithms used to determine the number of agents, but the underlying call flow is the same. So, the working of the wrap-up code will remain the same. Secondly, the skip/skip-close/reject/cancel are available
for the direct preview campaigns where the agent can alter the reservation based on the contact offered. A screenshot of the same:</div>
<div><img src="cid:012DBE89-2401-48FC-B114-D505C4AF9D49" type="image/png"></div>
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<div>Secondly, have a look at the UCCX 10.5 TOI published for partners and there is a dedicated section for UCCX outbound with Finesse and the slide deck is very detailed: <a href="https://communities.cisco.com/docs/DOC-52975">https://communities.cisco.com/docs/DOC-52975</a></div>
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<div>Hope that helps!</div>
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<div>
<div><font class="Apple-style-span" color="#000000"><font class="Apple-style-span" face="Calibri">Regards,</font></font></div>
<div><font class="Apple-style-span" color="#000000"><font class="Apple-style-span" face="Calibri">Abhiram Kramadhati</font></font></div>
<div><font class="Apple-style-span" color="#000000"><font class="Apple-style-span" face="Calibri">Technical Solutions Manager, CCBU</font></font></div>
<div>CCIE Collaboration # 40065</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>Friday, 23 October 2015 5:47 pm<br>
<span style="font-weight:bold">To: </span>akramadh <<a href="mailto:akramadh@cisco.com">akramadh@cisco.com</a>><br>
<span style="font-weight:bold">Cc: </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>Progressive Dialer Worktime/Wrap UP - Finesse/UCCx 10.6<br>
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<div dir="ltr">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.</div>
<div dir="ltr"><br>
</div>
<div dir="ltr">I tried changing the number of lines assigned to an agent to 1 but the result was the same. </div>
<div dir="ltr"><br>
</div>
<div dir="ltr">Could this be achieved using a workflow ? </div>
<div dir="ltr"><br>
</div>
<div dir="ltr">Also does anyone know when we could expect skip/skip-next/skip-close/reject/cancel reservation.</div>
<div dir="ltr"> </div>
<div dir="ltr">Will be available in finesse for direct preview queues?</div>
<div class="gmail_extra"><br>
<div class="gmail_quote">On Fri, Oct 23, 2015 at 1:58 PM, Abhiram Kramadhati (akramadh)
<span dir="ltr"><<a href="javascript:_e(%7B%7D,'cvml','akramadh@cisco.com');" target="_blank">akramadh@cisco.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style="word-wrap:break-word;color:rgb(0,0,0);font-size:14px;font-family:Calibri,sans-serif">
<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>
</div>
<div>
<div>1994198: Apr 24 21:49:13.533 PDT %MIVR-SS_OB-7-UNK:</div>
<div>SIP-9591583348 REFER sip:<a href="javascript:_e(%7B%7D,'cvml','9591583348@10.106.109.80');" target="_blank">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="javascript:_e(%7B%7D,'cvml','9591583348@10.106.109.80');" target="_blank">9591583348@10.106.109.80</a>>;tag=EAB330-42F</div>
<div>SIP-9591583348 From: <sip:<a href="javascript:_e(%7B%7D,'cvml','1003@10.106.112.210');" target="_blank">1003@10.106.112.210</a>>;tag=dseefe86c5</div>
<div>SIP-9591583348 Call-ID: <a href="javascript:_e(%7B%7D,'cvml','139840133076042@10.106.112.210');" target="_blank">
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="javascript:_e(%7B%7D,'cvml','1003@10.106.112.210');" target="_blank">1003@10.106.112.210</a>:5065;transport=udp></div>
<div>SIP-9591583348 Referred-By: <sip:<a href="javascript:_e(%7B%7D,'cvml','1003@10.106.112.210');" target="_blank">1003@10.106.112.210</a>></div>
<div>SIP-9591583348 <b>Refer-To: <sip:<a href="javascript:_e(%7B%7D,'cvml','1002@10.106.109.80');" target="_blank">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>
</div>
<div><br>
</div>
<div>I hope that clarifies the issue. </div>
<div><br>
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<strong>Abhiram Kramadhati</strong><br>
Technical Solutions Manager, CCBU<br>
<br>
<a style="color:#666666;text-decoration:none" href="javascript:_e(%7B%7D,'cvml','akramadh@cisco.com');" target="_blank">akramadh@cisco.com</a><br>
Phone: <strong><a href="tel:%2B61%202%208446%206257" value="+61284466257" target="_blank">+61 2 8446 6257</a></strong><br>
<br>
CCIE Collaboration - 40065</p>
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<span style="font-weight:bold">From: </span>Nick Britt <<a href="javascript:_e(%7B%7D,'cvml','nickolasjbritt@gmail.com');" target="_blank">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="javascript:_e(%7B%7D,'cvml','cisco-voip@puck.nether.net');" target="_blank">cisco-voip@puck.nether.net</a>" <<a href="javascript:_e(%7B%7D,'cvml','cisco-voip@puck.nether.net');" target="_blank">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>
</div>
Our customer is using the outbound progressive CUBE dialer using Finesse as the front end and UCCX 10.6.
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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>- Nick<br>
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<br>
-- <br>
<div>- Nick<br>
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<br>
-- <br>
- Nick<br>
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