Outbound ucce 7.5.8 webview

Hello I need Help!
can anyone tell me me if that field or account number is possible to shown in Layout of ctios toolkit agent for campaign outbound?
exist any reports of outbound with AHT statistics?
what reports exist for to says a supervisors of reason for customer do not buy any product of campaing outbound?
how can I to know of time that take to do all call of list of distribution or all contact call?
what are of reports in real time for webeview?
thanks

can anyone tell me me if that field or account number is possible to shown in Layout of ctios toolkit agent for campaign outbound?
Yes, this can be done through ECC variables.
exist any reports of outbound with AHT statistics?
AHT = average handled time for an agent?
You can run the Campaign Consolidated Daily Report or the Campaign Consolidated Interval Report . These reports have the AHT that you are looking for.
what reports exist for to says a supervisors of reason for customer do not buy any product of campaing outbound?
Can you please explain further what you are asking. I do not understand your question. What type of report are you looking for?
how can I to know of time that take to do all call of list of distribution or all contact call?
You can run the report Valid Campaign Dialing Times Real Time Report
Run this report to display the currently valid campaign dialing times.
what are of reports in real time for webeview?
Here is the Webview reporting guide for 7.5.x. In this guide it lists the real time reports.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/user/guide/ipcc75trg.pdf

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UCCE 7.5.6 Supported Browsers for Webview and Agent reskilling

Hi, Can anyone out there please give me a link to the supported browsers (IE, FireFox etc) and their versions for UCCE 7.5(6) - We currently run with WIndows XP clients on IE7, however, would like to migrate to WIndows7 with IE8 / IE9
Thanks in anticipation,
gmb

Below browser versions are supported and mentioned in the BOM for ICM 7.5
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/user/guide/icm75bom.pdf
Check additional requirements for WebView Clients pg 44
Internet Explorer 6.0 (SP1 or greater)
Internet Explorer 7.0
Internet Explorer 8.0 for ICM 7.5(7) or later
Hope this helps.
Shirish

UCCE - Time between outbound calls

Hi.
I am deploying an UCCE with Outbound Option but Agents wait in Reserved state more than 1 minute or 1 minute and a half between calls.
My customer says that with Nuxiba its time is 15 seconds.
My dialer is predictive and I have 20 E1s R2
Now, I read on documentation that ISDN is the only supported protocol but in Mexico ISDN does not exist with the provider (TELMEX).
Do you know what adjustments can work for my scenario?
Regards.

Hi
The total time it takes is due to the dialing list that you have. From the dialer log that you've provided, if I take a customer call that was successfully transferred to agent, it takes about 15s once the INVITE is sent, CPA is done and transferred to agent. For an example, with the sip call with id 8d0b434c-bf23d303-733f013d-75045a00 on port 226. INVITE was sent at 13:58:58:220, transferred to agent at 13:59:12:438 and BYE was sent at 13:59:12:524. For this call, the Agent was reserved on port 223 at 13:58:53:930. There were an unanswered call before the call was successfully transferred.
You need to tune the Campaign configuration about max lines per agent and abandon rate. Let me know if that helps.
Abu

UCCE 10.5 Outbound with SCCP Dialer

I try to use SCCP Dialer with UCCE 10.5, and it doesn't work, but in documentation i find these words: "The SCCP Dialer is deprecated in Unified CCE release 10.0(1).".
In document: "Outbound Option Guide for Cisco Unified Contact Center Enterprise
and Hosted Release 10.5(1)" also - "The SCCP Dialer is deprecated for release 10.0 and will reach end-of-sale in an upcoming release." , but there is a paragraph - Outbound Option Installation: SCCP Dialer.
I don't understant SCCP Dialer still works or no? Help me pls.

Status ports in dialer [Ports C:4,R:0,B:0], but in CUCM status Phone 30 VIP is "registered". Log file baDialer contains next rows:
00:00:07:147 dialer-baDialer Trace: (DD) **** All SoftPhone Channels not Initialized ****.
00:00:07:147 dialer-baDialer Trace: (DD) **** Configured SoftPhone Channels: [4], Initialized: [1] ****.
00:00:08:147 dialer-baDialer Trace: (DD) **** All SoftPhone Channels not Initialized ****.
00:00:08:147 dialer-baDialer Trace: (DD) **** Configured SoftPhone Channels: [4], Initialized: [1] ****.
00:00:09:147 dialer-baDialer Trace: (DD) **** All SoftPhone Channels not Initialized ****.

Help in UCCE Outbound System

Hello, my name is Eric and i have a little problem. First i create a UCCE 7.5 environment and i try to started a outbound system, and i do everything that the outbound guide showed me, but the outbound system didnt works. I need some help because the outbound configuration is perfect, but the campaign doesnt start. I want to shows you a log about the dialer.
locate port: 008, owner: RESERVE_PREDICTIVE
13:10:05 dialer-baDialer Trace: (CPORT) SetState, port: 008, state: GET_AGENT
13:10:05 dialer-baDialer Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK
DialogueID=271, SendSeqNo=1, ReasonCode=Unknown routing problem
13:10:05 dialer-baDialer Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK
DialogueID=272, SendSeqNo=1, ReasonCode=Unknown routing problem
13:10:05 dialer-baDialer Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK
DialogueID=273, SendSeqNo=1, ReasonCode=Unknown routing problem
13:10:05 dialer-baDialer Trace: (PDR) MR Reservation Failed for port: 006, state: GET_AGENT, reason: 209
13:10:05 dialer-baDialer Trace: (PDR) End port: 006
13:10:05 dialer-baDialer Trace: (PM)
Release port: 006, state: [GET_AGENT]
13:10:05 dialer-baDialer Trace: (CPORT) SetState, port: 006, m_ReservationCallTime: 0, state: IDLE
13:10:05 dialer-baDialer Trace: (PDR) MR Reservation Failed for port: 007, state: GET_AGENT, reason: 209
13:10:05 dialer-baDialer Trace: (PDR) End port: 007
13:10:05 dialer-baDialer Trace: (PM)
Release port: 007, state: [GET_AGENT]
13:10:05 dialer-baDialer Trace: (CPORT) SetState, port: 007, m_ReservationCallTime: 0, state: IDLE
13:10:05 dialer-baDialer Trace: (PDR) MR Reservation Failed for port: 008, state: GET_AGENT, reason: 209
13:10:05 dialer-baDialer Trace: (PDR) End port: 008
13:10:05 dialer-baDialer Trace: (PM)
Release port: 008, state: [GET_AGENT]
13:10:05 dialer-baDialer Trace: (CPORT) SetState, port: 008, m_ReservationCallTime: 0, state: IDLE
13:10:06 dialer-baDialer Trace: (CM) Request records from campaign manager, skill: 5004, records: 100
13:10:06 dialer-baDialer Trace: (CB) Requesting callback records
13:10:06 dialer-baDialer Trace: (CM) Received customer records, count: 0, skill: 5004
13:10:06 dialer-baDialer Trace: (CM) Received callback customer records, count: 0
Thanks.

Hi,
I am facing the same issue. are you able to resolve this?
The IVR campaign is working fine and the Dialogic Test is also workin!! but the agent based campaign is not dialing the customer, neither can i see the agent getting reserved.
Here is the log:
Allocate port: 003, owner: RESERVE_PREDICTIVE
10:32:42 Trace: (CPORT) SetState, port: 003, state: GET_AGENT
10:32:42 Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK
        DialogueID=23, SendSeqNo=1, ReasonCode=Unknown routing problem
10:32:42 Trace: (PDR)   MR Reservation Failed for port: 003, state: GET_AGENT, reason: 209
10:32:42 Trace: (PDR)   End port: 003
10:32:42 Trace: (PM)
Release port: 003, state: [GET_AGENT]
10:32:42 Trace: (CPORT) SetState, port: 003, m_ReservationCallTime: 63, state: IDLE
10:32:43 Trace: (CM)    Request records from campaign manager, skill: 5012, records: 100
10:32:43 Trace: (CM)    Received customer records, count: 0, skill: 5012
10:32:44 Trace: (SGM)   Request skill stats, SG: 2, periph: 5000
10:32:44 Trace: (SGM)   Request skill stats, SG: 4, periph: 5000
10:32:44 Trace: (SGM)   Request skill stats, SG: 5, periph: 5000
10:32:44 Trace: (CM)    Request records from campaign manager, skill: 5012, records: 100
10:32:44 Trace: (CM)    Received customer records, count: 0, skill: 5012
10:32:44 Trace: (SGM)   Skill group stats received, SG: 2, agents - logged in: 5, available: 5
10:32:44 Trace: (SGM)   Skill group stats received, SG: 4, agents - logged in: 1, available: 1
10:32:44 Trace: (SGM)   Skill group stats received, SG: 5, agents - logged in: 1, available: 1
10:32:44 Trace: (SGM)   Skill group balance, SG: 5 Agents - logged in: 1, percentage: 100, available: 1, resrving: 0, cumulative ports needed: 2.50
10:32:44 Trace: (SGM)   Skill group balance, SG: 5, Port Percentage: 100.000000, Ports: 5 --> Ports Allocated: 5
10:32:44 Trace: (SGM)   Predictive reserve request, SG: 5, count: 1
10:32:44 Trace: (PDR)   Predictive dial request, SG: 5, count: 2
10:32:44 Trace: (PM)
Regards,
Sandeep

UCCE - Flowing abandon calls to outbound process

Hi all,
Is there a way to perform the following?
a) Standard report in webview/cuic which shows all the abandon calls. The intention is getting the list to manually call them back without hitting the RCD/TCD tables.
b) Flowing/routing (ICM+CVP) these abandon calls into the outbound process for preview/predictive dialing
Thanks!
-JT-

You don't want to query the TCD - just query the RCD (Route_Call_Detail) table. You are not interested in the agent involved, since these calls abandon.
Here is a simple query you can run that will show abandoned calls in the last hour to get you started. I'm only interested in calls where I can get the ANI, because I want to call those customers back.
-- Declare the start and end time variables
declare @start datetime
declare @end datetime
-- Look back 1 hour from now
set @start = DATEADD(mi, -60, getdate())
set @end = getdate()
-- Find abandon customer calls that occurred in the last hour
select DateTime, ANI, RouterErrorCode,
DialedNumberString, Variable10, RouterQueueTime
from Route_Call_Detail
where DateTime >= @start and DateTime < @end
and RouterErrorCode = 448 and RouterQueueTime > 0
and ANI is not NULL and ANI <> 'anonymous'
In my query I actually have "and DialedNumberString like '188%' " at the end of the "WHERE" clause, since all my outside dialed numbers start with 188 (from translation rules on the gateway.) Adjust to suit.
This is just a starting point for you. I have refined this a number of times - I put the abandoned calls into a temporary table then check each of the ANIs to see if they successfully called (RouterErrorCode=0) back. If you control the timespan on the RCD, this is a very fast query.
Regards,
Geoff

In UCCE TCD table how to indentify inbound and outbound call records.

Hi
I'm using TCD table to build custom report. I would like to know is there any flag to differentiate Inbound and outbound call records in TCD table.
Please advice.. I would be much appreciated.
Thanks
Regards,
Param

Hi Geoff and David
Thanks you very much for your reply.
I have used "PeripheralID" to classify the call.
Thanks
Regards,
Param

UCCE 9 Outbound SIP problem

Dear All,
I'm implementing the SIP Outbound Dialer, the architecture is below
1. ROGGER + Campaign Manager : (version 9.0)
2. CMPG + CTI Server + CTIOS + MRPG + SIP Dialer : (version 9.0)
3. CUCM ver 8.6
4. Gateway + E1 trunk + IOS 15.1(3)T
The problem is SIP Dialer doesn't call out after successfully loaded calling list into the CampaignManager (checked the log in baImport). I checked the status of SIP Dialer that it Active all (please, see the attach file). But when I check the log on MRPG it said that "Failed an attempt to ACTIVATE the Peripheral's Routing Client ". I don't sure that this is the cause of the problem or not, I've re-checked configuration on MRPG manay times but nothing strange. Anyone found this problem before please, suggest.
BR.
Winai K.

Hi,
Except for 15.1(x)T train other IOS versions do not have the capability of doing the CPA analysis (determining voice \answering machine \ fax etc) effectively.
As a result it is recomended to use above code.
Thank you
Anuj

UCCE 10.X Outbound Dialer

Hi,
Is it possible to configure the outbound dialer so that when we have a list of customers from a different countries, the outbound dialer selects an Agents who has a skill for that specific country for language purpose?
Thanks,
Nizar

You can create multiple Import rule, query rule and campaign to achieve this.
lets say that you want english speaking customer to talk to english speaking agent.
The English speaking Agents are under skill group say English_SG.
now you can try this steps to achieve the scenario.
1) create a dialing list by gathering all english speaking customer in to single list.
2) create import rule and map this list to import rule.
3) create query rule, and above created import rule to query rule.
4) create a campaign sy English_CMP and assign above created Query rule.
5) in the same campaign configuration in skill group selection tab, assign English_SG(english speaking agents) and in the Dialed Number box create a dial number which will be used by MR PG to reserve the agents.
6) for the same dialer number, schedule a reservation script and select LAA from English_SG
thats is you are done at this point.
same thing you can try for other languages, by creating different campaign and query as well as import rule.
i hope you have got the basic concept on how this can be achieved.
Regards
Chintan

UCCE Outbound Options: Maximum uploaded number?

Hi, I want to know how many numbers I can upload on a table on BA database for a campaign for UCCE 7.2?
I uploaded there 1 million numbers first but it was not dialing out, then now i'm uploading the numbers with smaller chunks like 20,000 first, 40,000 second and increase the numbers periodically to check the threshold. Can anyone advice me regarding this?
Regards,
Mijanur Rahman

Mike,
Are you certain that you're trying to increase the value of the correct field? When you go into your Import Rule > Definition tab > highlight the FirstName field name and click Modify... What you should see for Field length is 1-255. You can easily increase the number of character to over 10.

Help me! Use CallBack in Outbound at UCCE

Hello everybody. I want to know how can I enable the call back button, because i started an outbound campaign and everything as well, but i don't know how to use the callback utility.
I read the official outbound guide from cisco, but i don't know how to enable the callback. When the outbound call arrives, i accept the call but the calllback button still disable.
I tryied to see in Cisco Administrator Desktop but didn't help.
Anyone can help me?

Hi,
the call must be established with the customer in order to have the Callback functionality available.
If you have preview campaigns, it means: first the reservation call arrives. Accept it. The system will dial the customer. Customer picks it up. You talk. Then you may be able to shcedule a callback.
G.

Original Caller Id not appearing in case of call transfer [UCCE 7.0]

Dear All,
Currently we have UCCE 7.0 Environment and we are facing an issue that when a call is transferred by an Agent A to another Agent B via different Call Flow, the Original Caller Id of the customer is not getting displayed on Agent B Phone, rather it shows the Caller Id of the Agent A who has transferred the call. Following are the details of scenario.
1. We have two different call flows of ICM scripts, lets Call it Call Flow A and Call Flow B.
2. A Call arrives to Call Flow A, goes into the SkillGroup Queue and Call is answered by Agent A and he can see the correct Callerd Id. When Agent A determines that the call is not related to his skills, so he transfers the Call to Call Flow B.
3. The transferred Call in Call Flow B goes into the Skill Group Queue and is answered by Agent B but the Agent B can't see the original Caller Id of the customer, rather he is presented with the Caller Id of Agent A who transferred the Call.
Our contact center staff complains that the issue was not there before, so we tried to verify this through past Screen Recordings found that their claim is correct.
We tried to trouble shoot this by collecting wireshark logs, but as our call volume is too high so we couldn't figure out which party has changed the Caller Id. We tried to make a guess that may be at CVP end the Caller Id has been changed, so when we tried to filter the IP addresses of CVP Servers in wireshark logs as source and destinations, so we found no results.
I just want to know what would be the best way to troubleshoot this issue. And does anyone know what may cause this issue to trigger suddenly. We still have plans to capture the wireshark logs again during off peak hours, but still i thought i may get a good advise on this forum.
Regards,
Yasir

Hi Yasir - Route Pattern 2xxxx which is routed to CVP is specially created for transfer scenario ? or accidentally some one created this.
whatever the reason is Route pattern taking priority and transferring calls to CVP which is considering transfer leg as NEW CALL instead of PRE-ROUTE call so obviously phone Extn which is transferring the calls will appear as ANI which we can verify the same from below logs since ICM losing the call control it cannot update initial call info here the same can be verified in PIM logs.
Since you already enabled N/W transferred in PIM and Script, Just delete the Route Pattern 2xxx which is pointing to CVP and make test calls and tranfer the same call to 20083 via CTI and let me know the result
You can also verify the TCD table in HDS DB for the call where Router call key will be same for initial and Transfer leg
deleting Route Pattern will resolve the issue, make some test call and observe the ANI for tranfer leg
If not collect the logs will verify the same, also pls update me TCD table for those failure calls
// Fresh call from PSTN (36600985)
Line 3174: 5774543: 10.149.26.36: Jan 01 2015 23:04:28.910 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045172]} Matched 10047 to 10.149.26.35
Line 3175: 5774544: 10.149.26.36: Jan 01 2015 23:04:28.910 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045172]} Using Local Static Route for sip:[email protected]
// Transfer call from 10047 using Route Pattern
Line 3559: 5774771: 10.149.26.36: Jan 01 2015 23:06:08.066 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=DATAI.7} NEW CALL with guid=754ADE47912811E48D7897BD6DF783AA legid=754B7A6F-912811E4-8D7E97BD-6DF783AA dn=20083 ani=10047 uui=null calldate=Thu Jan 01 23:06:08 AST 2015 video=false
// Request from VG to CVP
5774793: 10.149.26.36: Jan 01 2015 23:06:29.878 +0300: %CVP_7_0_SIP-7-PARAM: {Thrd=DATAI.7} CALLGUID = 824B1BC0912811E4BDE75475D04FE580 LEGID = 824BB7E8-912811E4-8D8997BD-6DF783AA - [INBOUND]: ReqURI (DN) sip:[email protected]:5060 FromURI sip:[email protected] Video:false
// Final Agent Transfer
10.149.26.36: Jan 01 2015 23:06:32.550 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045217]} Matched 10074 to 10.149.26.35
Using Local Static Route for sip:[email protected]
[OUTBOUND]: INVITE TO <sip:[email protected];transport=udp> FROM 10047 <sip:[email protected]:5060>

Transfer to IVR in Outbound Campaign does not work

Hi
I am configuring an outbound predictive campaign and I need when no agents are available the customer should be transfer to my IVR, but when the call is transferred it is dropped.
When I check the debugs of the gateway I found "Busy User" disconnected cause 17.
I hope you can help me with this issue.
UCCE 9.0(2)
CUCM 9.1
GW 2921
My script to Transfer to IVR is like this:
My campaign configuration is like this:
Regards.

Ok, have you configured your Dialer to Handle TR Label which comes as a response through MR PG, for Translation routing request?
look at below. how your dialer is configured to handle label? what is flow ?
Modification of Local Static Route File
The SIP Dialer installation process installs an empty template file named DNPHost in the \icm\customerInstanceName\Dialer directory. This file defines the static route mappings of a dialed number wildcard pattern to the IP address or host name with which an agent phone or CTI Route point is registered. For each static route you wish to define, enter a row in this file in the following format:
wildcard pattern, IP address or host name, description
Examples:
7?????, 10.86.227.144, transferring outbound calls to agent extensions
86! , 10.86.227.186, for CTI Route Points on CUCM node1
4?????, gambino.cisco.com, transfer to IVR campaign
For single gateway deployments, the SIP Dialer reads the static routing info from DNPHost and uses the information from the file to construct the SIP REFER message. If the SIP Dialer is setup to support a voice gateway, the SIP Dialer loads DNPHost, ensures that it has valid routing entries, and sends an alarm if the file does not exist or is invalid.
See the installed DNPHost file template for additional information about its use.
regards
Chintan

UCCE 7.5: How to make automatic filling of wrap up codes in CAD

Hello, All!
In some situations we need to automatically filling of wrap up codes.
For example - agent is in the Outbound mode, customer not home, agent push "Customer not home" button, and after call must fill wrap up code "Customer not home". We want in this case to automatically filling wrap up code.
Is It possible?
May by - with creation custom button that will set outbound call result and fill wrap up at the same time..
Thank you!

Hello,
Wrapu-up is a reporting method, not telephony or UCCE method , what you can do in the outbound case is to do the call back but i had never saw a wrap-up to be used as a filling .
i think your best option is (if you really need this) is to go to a third party CRM agent software that is capable of doing such thing.
Amer

UCCE 7.5.1 - CTI Route Point and CTI Ports not registering in UCM 7.1

We are in a middle of a new installation of UCCE 7.5.1. The customer will use it only for Outbound calls. The design is to have on PROGGER and one AW, with a cluster of two CallManagers. All the setup has finished regarding the UCCE. Also, the CallManagers have been configured, regarding the CTI Route Point and the CTI Ports. All of these are associated with the PG USER which is CTI Enabled. Configuration on UCCE has been done, including the DIALER, except for the agents and the campaigns.
The problem is that the CTI Route Point and the CTI Ports on CallManager are not registering. Is this normal, since the agents and the campaigns have not been configured yet or there is an error somewhere?

Looks fine.
Is the Dialer running? Maybe those 30VIP phones the Dialer uses as ports to dial from won't be registered until the Dialer starts.
But they should also be registered if you start dialogictest over the full set.
What's the "route point". Who asks for it? Is it a dialed number that runs a script?
Regards,
Geoff

Outbound ucce 7.5.8 webview

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