Re: [cisco-voip] Progressive Dialer Worktime/Wrap UP - Finesse/UCCx 10.6
All, This issue has now been resolved but removing voice translation rules from the CUBE. In particular the called number towards the SIP provider. *Preview Reservation Timeout in UCCX *is found under RMCM > Outbound > General > Outbound Call timeout Thanks again for your assistance Abhiram! On Fri, Oct 23, 2015 at 5:47 PM, Nick Britt <nickolasjbr...@gmail.com> wrote: > 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) < > akram...@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@10.106.109.80:5060 SIP/2.0 >> SIP-9591583348 Max-Forwards: 70 >> SIP-9591583348 To: <sip:9591583348@10.106.109.80>;tag=EAB330-42F >> SIP-9591583348 From: <sip:1003@10.106.112.210>;tag=dseefe86c5 >> SIP-9591583348 Call-ID: 139840133076042@10.106.112.210 >> SIP-9591583348 CSeq: 101 REFER >> SIP-9591583348 Content-Length: 0 >> SIP-9591583348 Contact: <sip:1003@10.106.112.210:5065;transport=udp> >> SIP-9591583348 Referred-By: <sip:1003@10.106.112.210> >> SIP-9591583348 *Refer-To: <sip:1002@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 >> >> akram...@cisco.com >> Phone: *+61 2 8446 6257 <%2B61%202%208446%206257>* >> >> CCIE Collaboration - 40065 >> >> *Cisco Systems Australia Pty Limited* >> The Forum >> 201 Pacific Highway >> 2065 >> St Leonards >> Australia >> Cisco.com <http://www.cisco.com/web/AU/> >> >> Think before you print. >> >> This email may contain confidential and privileged material for the sole >> use of the intended recipient. Any review, use, distribution or disclosure >> by others is strictly prohibited. If you are not the intended recipient (or >> authorized to receive for the recipient), please contact the sender by >> reply email and delete all copies of this message. >> >> Please click here >> <http://www.cisco.com/web/about/doing_business/lega
[cisco-voip] Progressive Dialer Worktime/Wrap UP - Finesse/UCCx 10.6
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) < akram...@cisco.com <javascript:_e(%7B%7D,'cvml','akram...@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@10.106.109.80 > <javascript:_e(%7B%7D,'cvml','9591583348@10.106.109.80');>:5060 SIP/2.0 > SIP-9591583348 Max-Forwards: 70 > SIP-9591583348 To: <sip:9591583348@10.106.109.80 > <javascript:_e(%7B%7D,'cvml','9591583348@10.106.109.80');>>;tag=EAB330-42F > SIP-9591583348 From: <sip:1003@10.106.112.210 > <javascript:_e(%7B%7D,'cvml','1003@10.106.112.210');>>;tag=dseefe86c5 > SIP-9591583348 Call-ID: 139840133076042@10.106.112.210 > <javascript:_e(%7B%7D,'cvml','139840133076042@10.106.112.210');> > SIP-9591583348 CSeq: 101 REFER > SIP-9591583348 Content-Length: 0 > SIP-9591583348 Contact: <sip:1003@10.106.112.210 > <javascript:_e(%7B%7D,'cvml','1003@10.106.112.210');>:5065;transport=udp> > SIP-9591583348 Referred-By: <sip:1003@10.106.112.210 > <javascript:_e(%7B%7D,'cvml','1003@10.106.112.210');>> > SIP-9591583348 *Refer-To: <sip:1002@10.106.109.80 > <javascript:_e(%7B%7D,'cvml','1002@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 > > akram...@cisco.com <javascript:_e(%7B%7D,'cvml','akram...@cisco.com');> > Phone: *+61 2 8446 6257 <%2B61%202%208446%206257>* > > CCIE Collaboration - 40065 > > *Cisco Systems Australia Pty Limited* > The Forum > 201 Pacific Highway > 2065 > St Leonards > Australia > Cisco.com <http://www.cisco.com/web/AU/> > > Think before you print. > > This email may contain confidential and privileged material for the sole > use of the intended recipient. Any review, use, distribution or disclosure > by others is strictly prohibited. If you are not the intended recipient (or > authorized to receive for the recipient), please contact the sender by > reply email and delete all copies of this message. > > Please click here > <http://www.cisco.com/web/about/doing_business/legal/cri/index.html> for > Company Registration Information. > > > From: Nick Britt <nickolasjbr...@gmail.com > <javascript:_e(%7B%7D,'cvml','nickolasjbr...@gmail.com'
Re: [cisco-voip] Progressive Dialer Worktime/Wrap UP - Finesse/UCCx 10.6
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@10.106.109.80<mailto:9591583348@10.106.109.80>:5060 SIP/2.0 SIP-9591583348 Max-Forwards: 70 SIP-9591583348 To: <sip:9591583348@10.106.109.80<mailto:9591583348@10.106.109.80>>;tag=EAB330-42F SIP-9591583348 From: <sip:1003@10.106.112.210<mailto:1003@10.106.112.210>>;tag=dseefe86c5 SIP-9591583348 Call-ID: 139840133076042@10.106.112.210<mailto:139840133076042@10.106.112.210> SIP-9591583348 CSeq: 101 REFER SIP-9591583348 Content-Length: 0 SIP-9591583348 Contact: <sip:1003@10.106.112.210<mailto:1003@10.106.112.210>:5065;transport=udp> SIP-9591583348 Referred-By: <sip:1003@10.106.112.210<mailto:1003@10.106.112.210>> SIP-9591583348 Refer-To: <sip:1002@10.106.109.80<mailto:1002@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.cisco.com/c/dam/assets/email-signature-tool/cisco_live_australia.jpeg?ct=1444951815095]<http://www.ciscolive.com.au> Abhiram Kramadhati Technical Solutions Manager, CCBU akram...@cisco.com<mailto:akram...@cisco.com> Phone: +61 2 8446 6257 CCIE Collaboration - 40065 Cisco Systems Australia Pty Limited The Forum 201 Pacific Highway 2065 St Leonards Australia Cisco.com<http://www.cisco.com/web/AU/> [http://www.cisco.com/assets/swa/img/thinkbeforeyouprint.gif] Think before you print. This email may contain confidential and privileged material for the sole use of the intended recipient. Any review, use, distribution or disclosure by others is strictly prohibited. If you are not the intended recipient (or authorized to receive for the recipient), please contact the sender by reply email and delete all copies of this message. Please click here<http://www.cisco.com/web/about/doing_business/legal/cri/index.html> for Company Registration Information. From: Nick Britt <nickolasjbr...@gmail.com<mailto:nickolasjbr...@gmail.com>> Date: Thursday, 22 October 2015 10:23 pm To: "cisco-voip@puck.nether.net<mailto:cisco-voip@puck.nether.net>" <cisco-voip@puck.nether.net<mailto:cisco-voip@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 ___ cisco-voip mailing list cisco-voip@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-voip
