UCCE Outbound
Links
UCCE Outbound Reference Documents
SIP Dialer - Caller ID
http://www.cisco.com/c/en/us/support/docs/customer-collaboration/outbound-option/116526-configure-sip-00.html
UCCE Outbound Option Documentation
http://www.cisco.com/en/US/products/sw/custcosw/ps524/tsd_products_support_series_home.html
ICM 7.2 Outbound Option User Guide
http://www.cisco.com/en/US/products/sw/custcosw/ps524/products_user_guide_list.html
Outbound Modes
Note although you set the Skillgroup OutboundControl variable value to be a string such as “PREVIEW_DIRECT_BLENDED”
If you query the value of this variable it will return the integer value below
e.g. PREVIEW_DIRECT_BLENDED will return teh integer value “8”
- 1 = Predictive only
- 2 = Predictive blended
- 3 = Preview only
- 4 = Preview blended
- 5 = Progressive only
- 6 = Progressive blended
- 7 = Direct preview only
- 8 = Direct preview blended
Dialer EMS Output
Reference
- Campaign: Campaign name associated with the skill group
- Skill: Peripheral skill group number
- ID: ICM skill group ID
- E: Enabled (Y or N)
- M: Mode (N=None, P=Preview, R=Predictive/Progressive, A=Callback, D=Direct)
- T: Type or direction ((N=None, I=Inbound, O=Outbound, B=Blended)
- H-RT: Call hit rate
- Err: Call error rate
- Abnd: Call abandon rate
- R-Idle: Cached records available for dialing
- Used: Cached records being used for dialing
- PreR: Records reserved for future calls (0 most of the time)
- PPA: Ports allocated per agent in current skill group
- SG-Ports: Ports allocated for skill group
- LogIn: Logged in agents
- Av-Skl: “Available” agents in skill group
- Av-Dlr: Agents the Dialer considers available to receive reservation call
- Rsrve: Active reservation calls
- Rsrvd: Reserved agents
- Max: Maximum number of agents the Dialer reserves at any one time
- Dial: Customer calls in progress
- Talk: Agents talking with customers dialed by the Dialer
- Agnt %: Configured using the ICM Script Editor that indicates which percentage of agents within the current skill group are available for outbound dialing
10:29:14 baDialer Trace: Campaign name Skill ID E M T H-RT Err Abnd Cncl R-Idle/Used PreR PPA SG-Ports LogIn Av-Skl Av-Dlr Rsrve Rsrvd/Max Dial Talk Agnt % ============================================================================================================================================================================== 10:29:14 baDialer Trace: PreviewDemo 27173 05113 N N I 0% 0% 0% 0% 0/ 0 0 1.50 0 ( 0%) 1 0 0 0 0/ 0 0 1 0% 10:29:14 baDialer Trace: Campaign1 78156 06130 Y D B 0% 0% 0% 0% 1/ 0 0 1.50 0 ( 0%) 1 0 0 0 0/ 0 0 1 100% 10:29:14 baDialer Trace: Campaign2 71185 06127 N D B 0% 0% 0% 0% 0/ 1 0 1.50 0 ( 0%) 1 0 0 0 1/ 2 0 0 100% 10:29:14 baDialer Trace: Callback 00000 -0001 N A O 0% 0% 0% 0% 0/ 0 0 1.50 0 ( 0%) 0 0 0 0 0/ 0 0 0 100%
HA Dialer
References
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- The Troubleshooting Guide above (based on 11.6) is NOT valid. SQL Replication is NOT used any more (since 12.0) - a custom Replication by the application is used instead (as the SQL replication was not fast enough apparently). So ignore this doc!
Check The Logger user accounts have the correct privileges
The install / config script uses this method (I think - I did this ages ago) This means the Loggers need to have TCP access to the Ad servers on port 9389 - Active Directory Web Services”
Powershell
Get-ADUser -LDAPFilter '(SAMAccountName=MY-LOGGERA-USER-123)'